Vinsys
toggle
close
  • Search IconSearch
  • +971 4 3524949
  • E-mail Idenquiry@vinsys.ae
  • Home
  • Our Learning Portfolio
  • Delivery Mode
  • About
    • Why Choose Us
  • Contact Us
Let’s Talk
India
United Arab Emirates
United States of America
Saudi Arabia
Qatar
Nigeria
Oman
©1998–2024 Vinsys | All Rights Reserved

Follow Us:

facebooktwitterlinkdinyoutube
  • Privacy Policy
  • Terms & Conditions
X
Select Language
X
ENQUIRE NOW
  • Contact Us at :
    enquiry@vinsys.com
    +91 2067444700

Call Center Training and Development Course

MPI Learning's Call Center Training and Development certification course offered by Vinsys enables' learners the tools to manage various consumer inquiries effectively. It ensures constant service, which raises client satisfaction and engagement. Our professional trainers guide thousands

2135
user 5412 participants
Enroll Now 
Right Img
  • business academy
  • ae
  • leadership management
  • call center course
Have a specialist give your team one or more private courses.
The delivery method for big groups is economical and can include course materials tailored to your business's requirements.
Creates a convenient and dynamic hybrid by fusing an online learning platform with a live, instructor-led curriculum.
Participate in class discussions, provide feedback, and ask questions using your computer in the comfort of your home or office.
OverviewLearning ObjectivesWho Should AttendPrerequisiteOutline

Course Overview

With information readily available online, customers who aren't satisfied can switch to a new supplier with the click of a button, so doing a Call Center Training and Development course is essential. Strong call center skills can help you provide excellent customer service with confidence and clarity. These skills equip you to better communicate with your customers, coworkers, and supervisors, and they can be a defining factor in customer loyalty and retention. 

This course is for businesses in highly competitive energy, telecoms and banking industries. It benefits organizations as it provides higher levels of confidence in their workforce and, thus, leads to lower staff turnover. It ensures the improvement of companies KPI's and increases productivity levels. 

The training blends technical proficiency with skills development. It encompasses software proficiency and soft skills enhancement through role-playing, script utilization, call monitoring, and other effective techniques to ensure agents provide exceptional support. So join Vinsys to learn how to create an effective plan, manage call center resources, and stay ahead of the game

Loading...

Course Objectives

At this program's conclusion, participants should be able to: 

  • Identify positive and negative behaviors that can impact a call. 
  • Describe acceptable call etiquette and effective telephone communication. 
  • Transfer calls; put incoming calls on hold, and record talks. 
  • Learn to be empathetic to those who call. 
  • Take down obstacles to efficient communication. 
  • Deal with challenging callers and calls.    
  • Explore ways to say "no" in a suitable way. 
  • Utilize metrics as a means of learning and development for agents. 
  • Go over the specifics of appropriate phone conversation and manners. 
  • Provide advice on establishing a good relationship with callers and creating a happy call environment. 
  • Offer recommended practices for hanging up, transferring, leaving messages, and documenting calls. 
  • Deliver advice on how to listen to and empathize with callers. 
  • Provide strategies for handling challenging calls. 
  • Build confidence in their abilities and their familiarity with business procedures so that they can handle any circumstance with composure and consistency.
     

Target Audience

The following are particularly significant positions for which this training program might be beneficial: 

  • New Hires
  • Current Employees
  • Team leaders and supervisors
  • Experts in Quality Control
  • Technical Assistance Personnel
  • Sales Agents
  • Customer Service Agents
  • Remote Call Center Staff
  • Teams responsible for launching new products or services
  • Multilingual Customer Service Representatives
     

Eligibility Criteria

The following are the minimal requirements needed to complete the Call Center Training and Development:

  • A high school diploma or its equivalent degree.
  • Excellent communication skills in both written and spoken English. 
  • The ability to operate a word processor, spreadsheet program, and email are examples of basic computer abilities. 
  • The ability to change and adapt to different circumstances.
     

Course Outline

Module 1: Call Center Resource Planning and Management

  • A Comprehensive Guide to Organizing and Managing Contact Center Resources
    • Establish Goals
    • Examine Past Information
    • Estimated Call Volumes
    • Identify the Manpower Needs
    • Effectively Schedule Agents
    • Give Constant Instruction
    • Put Performance Metrics into Practice
    • Keep an eye on and control real-time adherence
    • Encourage a Happy Workplace
    • Continuously Improve Processes

Module 2: Setting and Achieving Performance Goals

  • Choosing Success Criteria
  • Fulfilling the requirements for success

Module 3: Comprehend Customer Expectations and Call Waiting Standards Overview

  • Call Waiting Guidelines
  • Client Expectations

Module 4: Managing Outgoing Calls and "Downtime"

  • Staff Rest Period
  • Management of Outgoing Calls

Module 5: Integrity and Quality Service

  • Overview of High-Quality Services
  • Overview of Integrity

Module 6: Overcoming Obstacles and Honoring Dedication

  • Overview of Bottlenecks
  • Honoring Devotion
  • Workers' Dedication
  • Client dedication

Module 7: Offering Input and Motivating and Rewarding Dedication

  • Overview of Giving Feedback
  • Promoting and Honoring Dedication

Module 8: Assessing Contact Management from a Sales and Customer Service Perspective

  • Taking Calls and Making Sales
  • Answering Phones and Providing Customer Service

Module 9: Help Team Leaders, Lead Agents, and Supervisors Develop Their Management Skills and Offer Effective Support

  • Techniques
  • Programs for Training and Development
  • Coaching and Mentoring
  • Evaluation and Feedback on Performance
  • Clearly defined roles and duties
  • Constant Cooperation and Communication
  • Lead by Example

Module 10: Performance Management and Decision-Making

  • Components of Making Decisions
  • Efficiency in Performance Management
  • The Definition of Customer Experience
  • What Makes the Customer Experience Vital?
  • Customer service versus customer experience
  • Evaluating the Client Experience

Module 11: Don'ts and Dos

  • Overview
  • Examine
  • Action Guide and FAQ

Choose Your Preferred Mode

trainingoption

Online Training

  • With flexible and readily available online training, you may learn at your own speed. 
  • Interact with exciting content and establish connections with instructors and other learners. 
  • Utilize your skills in practical tasks to get knowledge and experience.
  • Through progress monitoring, evaluations guarantee comprehension and skill development. 
     
trainingoption

Corporate Training

  • Options for customization based on organizational needs. 
  • Enhance the abilities of your staff by giving them access to top-notch e-learning resources.
  • Assignments that promote teamwork, communication, and collaboration among employees.
  • Provides chances for professional development and advancement.
     

FAQ’s

Why is training for call centers so crucial?

Training sessions aid in honing hard and soft skills improving customer assistance overall. A robust call center training program may provide a significant return on investment!

Are you providing updated curriculum?

Call centers are constantly changing. We review your training materials every two to three months to ensure everything is still current and relevant. 

What are call center skills? 

Call center abilities are traits that make you more successful while interacting with clients over the phone. They increase your productivity, foster a stress-free atmosphere, and help you deliver outstanding customer service. 

What methods does Vinsys use to give training?

There are many different methods by which we deliver course material:
•    Written instruction guides
•    Videos
•    Audiobooks
•    Gaming
•    Online assessments
•    Real-time webinars
•    Slide decks
•    On-site instruction
•    Additionally, alternatives for blended learning

Is it possible to change how our companies require instruction delivery?

There is no one correct option for any call center training. Since each person learns differently, they will all find that a particular delivery strategy works better. For this reason, if feasible, we provide various delivery options.

What curriculum does the call center training include? 

The course covers adherence to regulations, relationship management with customers, training on products and services, cross-selling, and upselling.

Are instructors highly knowledgeable and experienced in their fields? 

The instructors have administrative, IT support, and architecture backgrounds and have at least 15 years of training experience. Each prospective employee must complete a rigorous selection process that includes a technical test, profile screening, and training demo to be qualified for training with our organization. 

Do the training sessions happen in real-time, or are they prerecorded? 

There are several forms available for our training courses. Specific courses include opportunities for live, interactive Q&A sessions and promote involvement in real-time. Some sessions could provide pre-recorded content for adaptable, independent study. 

What level of education is necessary to enroll in a call center training program? 

Although no requirements are unique to call centers, applicants must have at least a 10+2 degree in any stream. It is crucial to have excellent spoken English language skills. Intense training is necessary for freshmen to prepare them for the position effectively.

What makes Vinsys the best Call Center Training and Development course option? 

We combine internationally recognized expertise with tried-and-true training techniques to emphasize practical application. Vinsys's ISO 9001 accreditation attests to the excellent training that the company offers. Vinsys is ideal for training since it provides reputable training programs and exceptional support services. 

Related Courses For You

Retail Sales Training Programmes
Relationship Based Sales Training Programmes

Reviews

The call center training course offered by Vinsys was a fantastic learning experience. The instructors addressed all issues and were really helpful. I'm capable of excelling in this training and the job. Thank you very much for that.
Tanzim HasanCall center Executive
The best thing I could have done for my profession was to enroll in this course. Because of this training, I can advance and do really well at work. I'm grateful, Vinsys.
Jaker AliCall center Executive
At first, I felt that understanding soft skills was challenging. I didn't have the patience or communication skills to interact with anyone. However, taking this course improved my customer experience scores and helped me advance in my career at work. Thank You Vinsys.
Towhid HridoyCall center Executive
With a new skill set from the Call Center classes, my team's work performance has increased significantly. One of my favorite things about these online courses is that they allow my staff to modify their schedules according to our business requirements, ensuring that they make the most of the learning opportunities.
David HempCall center Executive