Overview
This course is designed to give you a good understanding of contact centre operations By the end of the course, you will be able to demonstrate an understanding of: • The purpose of a contact centre • The job role of a contact centre agent • The call centre environment – what it’s like working in a call centre • The importance of working with others to improve personal effectiveness and team performance • Quality assurance – how calls are monitored to assure the information given is clear, correct and current • The law in relation to call centre operations • Health, safety and welfare in a contact centre environment • How to contribute to excellent customer service • The difference between inbound and outbound calls • How to contribute effectively to sales within a contact centre • Call centre terminology
Section One: Working in a Contact Centre
Section Two: Health, safety and welfare in a contact centre environment
Section Three: Customer Service
Section Four: Contributing to Sales (Outbound and Inbound)
Course Syllabus
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Introduction
Course introduction
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Section One: Working in a Contact Centre
This section describes the purpose and function of a contact centre and the role of a contact centre agent.
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Section Two: Health, safety and welfare in a contact centre environment
This section is all about keeping you, and the people around you, safe and healthy while you are at work.
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Section Three: Customer Service
Customer service is one of the most important aspects of any business, but for a contact centre, it is crucial – from first contact onwards.
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Section Four: Contributing to Sales (Outbound and Inbound)
This section concentrates on the sales aspect on contact centre operations.
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