Call center training is critical to high-quality customer experience. In fact, it’s among the most important strategies you can employ to ensure excellent customer service, gain customer trust, and increase brand loyalty. Our call center training will equip you with necessary tools and business acumen to become a successful call agent or customer service representative.

Call Center Training Course Outline

Module 1: Introduction to Call Centers

1.1 Overview of Call Centers

• Definition and types of call centers (inbound, outbound, blended)
• Call center operations and workflow
• Key performance indicators (KPIs) and metrics (e.g., Average Handling Time, First Call Resolution)

1.2 The Role of a Call Center Agent

• Responsibilities and expectations
• Typical day in the life of an agent
• Importance of professionalism and customer service

Module 2: Communication Skills

2.1 Verbal Communication

• Tone of voice, pitch, and pace
• Clarity and enunciation
• Active listening and responding effectively

2.2 Non-Verbal Communication

• Understanding and interpreting customer emotions
• Building rapport through empathy
• Handling difficult or emotional customers

2.3 Effective Questioning Techniques

• Open vs. closed questions
• Probing for information
• Clarifying customer needs

Module 3: Call Handling Techniques

3.1 The Call Flow

• Opening a call: greeting and identification
• Handling the core of the call: information gathering and problem-solving
• Closing the call: summarization, next steps, and closing statements

3.2 Dealing with Common Call Scenarios

• Handling inquiries, complaints, and technical support
• Managing escalations and difficult situations
• Cross-selling and up-selling techniques

3.3 Time Management on Calls

• Managing call time without rushing the customer
• Techniques for efficient problem resolution
• Balancing call quality and efficiency

Module 4: Customer Relationship Management (CRM) Tools

4.1 Introduction to CRM Software

• Overview of common CRM tools used in call centers
• Navigating and utilizing CRM software effectively

4.2 Data Entry and Management

• Accurate and efficient data entry practices
• Importance of updating customer records in real-time

4.3 Leveraging CRM for Customer Insights

• Using CRM data to personalize customer interactions
• Tracking customer interactions and history

Module 5: Product and Service Knowledge

5.1 Understanding Products and Services

• Detailed overview of the company’s products/services
• Common customer inquiries and concerns

Module 6: Handling Difficult Calls

6.1 Managing Angry or Frustrated Customers

• De-escalation techniques
• Maintaining composure under pressure

6.2 Conflict Resolution

• Strategies for resolving disputes and achieving win-win outcomes
• When to escalate a call to a supervisor

6.3 Stress Management for Agents

• Techniques for managing stress during and after difficult calls
• Maintaining a positive mindset

Module 7: Final Assessment and Certification

7.1 Role-Playing and Simulations

• Practicing call scenarios in a controlled environment
• Receiving feedback from trainers

7.2 Written and Practical Exams

• Assessing knowledge of call center operations and procedures
• Evaluating communication and call handling skills

7.3 Certification of Completion

1. Issuance of certification based on performance
2. Job orientend training program
3. 100% job assistance 

Training Cost: Rs 5,000