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. 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.

*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 Indicators)
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"

August 30 - 31
9:30 am - 3:00 pm
AUC Tahrir Square Campus

EGP 2,000