Courses
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
