Contact Centre Training

Introduction

This course will help develop participants who can respond to customers and support the operations with a professional and comfortable manner that solves problems, influences the buying decision and provides a positive experience. When the customer turns to live help, they expect it to solve problems and provide answers. The focus is on connecting with the customers and meeting their needs.

Admission Requirements (Minimum Qualification)

  • Complete Sijil Pelajaran Malaysia (SPM)
  • Basic Typing Skill
  • Basic Computer Skill
  • Basic language proficiency (Bahasa Melayu & English)

Inbound customer Engagement Lead IT-02

Training Module

1. Inbound Process Management

  • Gather information with proper opening conversation
  • Perform customer retrieve system information
  • Probe customer issue
  • Recommend solution to customer
  • Perform strategic follow up with Average Time Handling
  • What is a Contact Centre?
  • Typical roles in a Contact Centre.
  • What skills Contact Centre agents require?
  • How is Contact Centre managed?
  • What makes a good Contact Centre?
  • Contact Centre performance management

2. Inbound Contact Centre Technology

  • Navigate telephony system
  • Navigate CRM system
  • Call Centre technology
  • Hosted Call Centre applications
  • Using relationship management technology

3. Inbound Contact Management

  • Execute inbound interactions do’s and dont’s
  • Apply inbound interaction handling skills
  • Apply inbound interaction communication etiquette
  • Implement inbound interaction effective communications
  • Apply inbound interaction exceptional communications

4. Stress Management

  • Detemine stress at Contact Centre
  • Manage stress at Contact Centre
  • Overcome stress at Contact Centre
  • Hazards and risks of Call Centre jobs

5. Inbound Self Management

  • Self manage inbound quality element
  • Self manage inboung efficiency
  • Self manage inbound time and task
  • Body language
  • The importance of English speaking skills in Contact Centre
  • The challenges of a global Contact Centre

6. Inbound Operations Monitering

  • Engage with inter department staff
  • Enhance team effectiveness
  • Develop staff leadership

7. Outbound Customer Engagement Operations

  • Plan outbound activities
  • Execute outbound activities
  • Monitor outbound activities

Career Opportunities

Graduates of this programme have the opportunity to serve related industries with respect:

  • Financial
  • Telecommunication
  • Goverment Agencies
  • Utilities
  • Logistic
  • Consumer
  • Insurance
  • Hospitality
  • Healthcare
  • Information, Communication & Technology (ICT)
  • Broadcasting

 

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