Provided by: Serebra Learning Corporation

Call Center Communication Skills

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Training Provided by Serebra Learning Corporation

Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities, questioning skills, and telephone skills. These skills are essential to help you to communicate effectively and professionally with your call center customers. This series is targeted for new, front line agents at a call center.

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
	Contact Serebra Learning Corporation for more information

Training Presented in:

English

Related Keywords: sales customer facing skills service frontline call center communication techniques recognize importance effectively communicating building rapport different types customers most appropriate way communicate different behavior types telephone apply elements someone phone questioning benefits effective best leading questions obtain desired information best open closed questions obtain desired information callers applying proper etiquette satisfy various situations apply appropriate actions effectively control telephone call voice skills will enhance good presentation

Training Program Details

Audience

This series is targeted for new, front line agents at a call center.

Topics

Objectives

recognize the importance of effectively communicating and building rapport with different types of customers.
use the most appropriate way to communicate with different behavior types on the telephone.
apply the elements of building rapport with someone over the phone.Questioning Skills
recognize the benefits using effective questioning skills.
use the best leading questions to obtain desired information from customers.
use the best open and closed questions to obtain desired information from callers.Telephone Techniques
recognize the importance of applying proper telephone techniques.
apply the proper telephone etiquette to satisfy various customer situations.
apply appropriate actions to effectively control a telephone call.
identify voice skills that will enhance a good telephone presentation.

About Serebra Learning Corporation - Training Provider

Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...

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