Comprehensive Call Center Training – Elevate Your Skills with SNJ Global Services in DHA Karachi
In today’s fast-paced business environment, providing exceptional customer service is paramount. A well-trained team of call center agents can make all the difference in achieving customer satisfaction and business success. At SNJ Global Services, a leading call center in DHA Karachi, we offer an in-depth Call Center Training Course designed to equip you with the skills needed to excel in the industry.
Call Center Training Overview
Our Call Center Training program is structured to cover all essential aspects of call center operations. Whether you are a newcomer or an experienced agent looking to enhance your skills, our course provides a comprehensive education to help you thrive in a call center in DHA Karachi.
Call Center Training Course Outline
Module 1: Plan and Manage Call-Center Resources
Step-by-Step Guide to Plan and Manage Call Center Resources
Define Objectives
Analyze Historical Data
Forecast Call Volumes
Determine Staffing Requirements
Schedule Agents Effectively
Provide Ongoing Training
Implement Performance Metrics
Monitor and Manage Real-time Adherence
Foster a Positive Work Environment
Continuously Improve Processes
Module 2: Establish and Meet Performance Objectives
Selecting Criteria for Success
Meeting Criteria for Success
Module 3: Understand Call Waiting Standards and Customer Expectations
Overview
Call Waiting Standards
Customer Expectations
Module 4: Using “Downtime” and Outgoing Call Management
Employee Downtime
Outgoing Call Management
Module 5: Quality Service and Integrity
Introduction to Quality Service
Introduction to Integrity
Module 6: Tackling Bottlenecks and Celebrating Commitment
Bottlenecks Overview
Celebrating Commitment
Employee Commitment
Customer Commitment
Module 7: Providing Feedback and Encouraging and Rewarding Commitment
Introduction to Providing Feedback
Encouraging and Rewarding Commitment
Module 8: Evaluating Call Handling in Terms of Sales and Customer Care Training
Call Handling and Sales
Call Handling and Customer Care
Module 9: Provide Effective Support and Develop Management Skills of Team Leaders, Lead Agents, and Supervisors
Strategies
Training and Development Programs
Mentorship and Coaching
Performance Feedback and Evaluation
Clear Roles and Responsibilities
Continuous Communication and Collaboration
Lead by Example
Module 10: Decision Making and Performance Management
Elements of Decision Making
Effective Performance Management
What is Customer Experience?
Why is Customer Experience Important?
Customer Experience vs Customer Service
Assessing Customer Experience
Module 11: Do’s and Don’ts
Introduction
Review
Action Plan and Q&A
Advance Your Career with SNJ Global Services
At SNJ Global Services, we believe that proper training is the cornerstone of success in the call center industry. Our Call Center Training Course is not just about learning; it’s about mastering the art of customer service and operational excellence. By completing our course, you’ll be well-prepared to work in any call center in DHA Karachi, contributing to both your personal growth and the success of the organization.