Call Center Skills Workshop

Call center workers at all levels fulfill the role of unique importance. Serving as the frontline representatives for the organization as a whole, they are the first and often the only point of contact many customers encounter.

  • Call center workers at all levels fulfill the role of unique importance. Serving as the frontline representatives for the organization as a whole, they are the first and often the only point of contact many customers encounter. As such, call center employees to carry the brand’s reputation and professional position squarely on their shoulders.
    In this very interactive two days’ workshop, we will be covering and tackling core competencies for call center agents by which you can perform the required job with excellence and differentiation.

    Workshop Code 

    Workshop Title

     CEUs

    CGU 127

    Call center skills

    1.0 

    * One continuing education unit equals 10 contact hours.

    1. Introduction to call centers and information about the industry.
    2.  The true cost of losing a customer.
    3. Call center KPIs (Key Performance Indicator).
    4. Definition of the customer experience and how it’s created.
    5.  How mindset makes a difference “To Play from a 10.”
    6.  What’s empathy “ERA model by Belinda Parmer.”
    7.  Being solution-focused.
    8. The power of positive language.
    9. Creation of “voice personality.”
    10. Types of questions, “including TED model.”
    11. Effective listening and listening sabotage.
    12. Successful communication over the phone.
    13. The difference between advantages vs. benefits.
    14. Ownership is key to a perfect experience.
    15. Handling objections “APAC model.”
  • Fees will be calculated upon registration and course/subject availability 

Course Info

Type:
Workshop
Duration:
2 Days
Subject:
Soft Skills
Location:
AUC Tahrir Square
AUC New Cairo
Format:
In class/Online
CEUs:
1
Status
On Demand
Term:
Contact Us

Contact Us:

Email: cgu@aucegypt.edu

Hotline: 16723

More Info