Call Center Essential Skills

I offer a wide range of Training services for every need.

Price: TZS 450,000/=

September 1-3, Location: Dodoma

October 11-13, Location: Mwanza,

Nov 3-5 DSM,

Course Overview

Call Centers enable customers to build good customer relations. Call Centers started as telephone selling Centers to get customers buy the product. But recently Call Center have remarkably become transaction Centers, places to get support, service and product.

Course objectives

Call Centre Essential Skills Training is aimed at imparting Call Center personnel with the key knowledge, skills and competencies required for serving customers, managing calls and meeting customer expectations.

Who should attend?

This course is ideal for everyone working and planning to work at a Call Center

Course contents

Module 1: Call Center basics

Module 2: Professionalism

  • Attitude
  • Appearance and Grooming
  • Attendance
  • Working as a team at Call Center

Module 3: Customer Service

  • Describing customer service
  • Good VS Poor Service (Demonstration and Simulations)
  • Types of Services

Module 4: Telephone Skills

  • The art of listening
  • Telephone Etiquette
  • Telephone Anxiety
  • Opening a Call
  • Logging a Call
  • Closing a Call
  • Call Monitoring

Module 5: Computer Skills

  • Basic hardware and Basic Software
  • The internet & Email

Module 6: Health and Safety at Call Centers

  • Health tips at call centers
  • Ergonomics and control
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