Program Objective:
- Explore Call Center World
- Understand the terminology and jargon of call centers
- Understand the basic definitions of customer service
- Learn the different types of customer behavior and personality
- Learn the road-map of Inbound calls flow and competencies
- Deal with all kinds of stress in call center environment
Program Contents and Tracks
Call Center World:
- Call Center History
- What is a Call and Contact Center?
- The Radial Organization
- Call Center Wonders
- Call Center Strategy, Objectives, Services and Models
- Call Center Functions , Cost, Technology and Terminologies
- Agent KPI’s and Attributes
Fundamentals of Customer Service :
- Market Shift
- The total branding model
- What is Customer Service?
- Who is the customer?
- Customer / Supplier Chain
- Moments of truth
- Customer perception
- Reasons for Poor Services
- Why customers leave?
- Communication definition
- Barriers to communication
- Common communication failures
- How people interact Face to face
- How people interact over the phone
Master Inbound Skills:
- Inbound Road-map
- 360 Model for Preparation;
- Mind-set
- Skills-set
- Tools-se
Time and Stress Management in Call Center:
- The Art of balance between efficiency and effectiveness
- Efficiency metrics: productivity
- Effectiveness metrics: quality
- SMART goals
- Planning for journey of excellence ( home and work)
- What is stress?
- Stress factors in call center
- Impact of stress
- Dealing with different types of stress
