Service Excellence in Call Centers

• Audience:
• Duration: 2 Days
• Cost: 2950 SAR

The objective of this course is to engage call center agents in their workplace by learning the scientific computation affecting workload and absenteeism. Agent will also apply techniques on dealing with difficult customers while maintaining equilibrium between their productivity levels and call quality. At the end of the course, try attendees/call center agents will develop a development action plan to apply when they return to their workplace.

Course Outline

1. The Power of One: The Difference One Agent Can Make. See what difference one person can make in customer relationships and in the call center
2. Tyrant Turnaround: Going from Difficult to Delighted Callers. Learn the techniques that can turn a negative caller into a positive one in four steps
3. Balancing Productivity and Quality. Apply ways to deal with various type of callers effectively.