Essential Skills for Professional Call Centre Agents
A 5-day program equipping participants with the essential skills to deliver professional, efficient, and empathetic service through telephone, chat, or email interactions in a call centre environment.
Call Centre Agents Training
A 5-day program equipping participants with the essential skills to deliver professional, efficient, and empathetic service through telephone, chat, or email interactions in a call centre environment.
Course Overview
This program equips participants with the essential skills to deliver professional, efficient, and empathetic service through telephone, chat, or email interactions. It focuses on communication excellence, customer handling techniques, call control, system navigation, and teamwork — ensuring that agents represent their organization with confidence and consistency.
By the end of this program, participants will be able to:
- Understand the key principles and functions of a modern call centre.
- Deliver excellent service through effective listening, empathy, and professionalism.
- Handle customer inquiries, complaints, and escalations confidently.
- Apply call handling procedures to improve first-call resolution.
- Use tone, voice, and language to enhance the customer experience.
- Manage stress, maintain motivation, and contribute to team success.
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