Course Details

  • Course Code: VR-BL-CCT-1D
  • Mode of Delivery: Virtual
  • Duration: 1 Day
  • Price: On Request

Call Centre Training

Course Overview

Call Centre support professionals spend much of the day visiting customers at their workstations or home offices, providing technical support for many desktop systems. Call Centre training focuses on key support centre processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer's experience. The program will supercharge you with the awareness, resilience and versatility to deliver much greater impact and successfully lead.

This course is intended for participants who wish to enhance selling skills to optimize performance at any level.

  • Proficient in English language (Equivalent to B1-B2 as per CEFR level)
  • Minimum age-18Y+

Successful candidates will receive a certificate issued by National Training Institute LLC (NTI), attested by the Ministry of Higher Education.

Other Details

Unit 1: Support Centre Overview

  • The Evolution of the Support Centre
  • Role of Desktop Support Technician
  • Support Centre's Role in the Business

Unit 2: Strategic Framework

  • Strategic Perspective
  • Service Level Agreements
  • Standard Operating Procedures
  • Business Alignment

Unit 3: Service Delivery Methods and Technology

  • Service Delivery Methods
  • Telephony Systems
  • Service Management Systems

Unit 4: Customer Management Skills

  • Total Contact Ownership
  • Procedures for Call Handling
  • Procedures for On-Site Visits

Unit 5: Communication Skills

  • The Communication Process
  • Cultural Sensitivity
  • Vocal Elements
  • Active Listening
  • Body Language
  • Incident Documentation
  • Writing Skills

Unit 6: Problem-solving and Troubleshooting Skills

  • Problem-solving and Types of Thinking
  • Questioning Skills
  • Solve Incidents with IMPACT
  • Additional Customer Service Skills
  • Root Cause Analysis

Unit 7: Maximizing Effectiveness

  • Your Customer’s Psychological Needs
  • Handling Conflict
  • Difficult Customer Behaviours
  • Stress Management
  • The Power of a Service Attitude
  • Managing Your Use of Time

Upon successful completion of this course, the participants will be able to:

  • Use proven techniques for improving on-site customer interaction
  • Describe how service level agreements impact workflow and prioritization of requests
  • List seven key steps for effective root cause analysis
  • Describe the overview of security management and knowledge management
  • Use essential time management and problem-solving skills
  • Use effective strategies for managing difficult customers
Instructor led – Virtual Training