Certified Contact Center Agent


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This program and certification will help to boost the skills and professional capabilities of contact center agents for new hires based on best practice worldwide. Participants will get international vocational license from the College of Call Center Excellence – USA upon attending the program and the exam


  • Date: 02/08/2020 09:00 AM - 05/08/2020 01:00 PM
  • Location: Online Event

Description

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