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E/LMS 117 Call Centre Operations
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E/LMS 117
Learning Unit 1 - Introduction to a Call Centre
Types of Call Centres
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Types of Call Centres
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◄ How Call Centres Work
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Call Centre Operations Pre-Assessment
What is a Call Centre?
How Call Centres Work
Call Centre Analytics and Reporting
Inbound And An Outbound Call Centres
Processes in the Call Centre
Click here to complete the introduction to a call centre topical assessment to test your knowledge on the topic.
Call Centres Consists Of...
Employing Call Centre Staff
Nine Top Qualities of a Call Centre Agent
Professionalism
Career Opportunities and Roles in the Call Centre
Click here to complete the structure of a call centre topical assessment to test your knowledge on the topic.
Communication Process
Communication Process Consists Of
Effective Communication in a Call Centre
Verbal Communication
Telephone Communication
Professional Language
Importance of Good Listening Skills
Activity: Listening Skills Questionnaire
Listening Skills Questionnaire
Interpreting Your Score
Customers Want to Truly be Heard and Understood
Active Listening
Questioning Skills for Call Agents
Negotiating Skills
Process of Saying "No"
Assertive Communication
Activity - The Assertiveness Quiz
Assertiveness Quiz
The Assertiveness Quiz Interpretation
Assertive Behaviour
Characteristics Of Assertive Body Language
Click here to complete the communication skills topical assessment to test your knowledge on the topic.
Telephone Etiquette
Telephone Communication and Techniques
Communication Styles
Positive Behaviour That Will Impact on a Call
Negative Behaviour That Will Impact on a Call
Setting the Tone for a Positive Call
Placing Callers on Hold Best Practices
Transferring Calls
Leaving Messages
Document Conversations
Techniques to Deal with Difficult Calls
Telephone Anxiety
Opening a Call
Closing a Call
Call Monitoring
Click here to complete the telephone skills topical assessment to test your knowledge on the topic.
The Human Business Model
Tips on How to Acknowledge our Customers
First Impressions Are Lasting Impressions
Language
Helpful Hints for Customer Service
Tips and Strategies
What is Good Customer Service
Good vs Poor Customer Service
The Upset Customer
Personal Ways to Handle Stress
Going Above and Beyond
Click here to complete the customer service and relations topical assessment to test your knowledge on the topic.
Call Centre Jargon Explained
Click here to complete the Call Centre Jargon topical assessment to test your knowledge on the topic.
Dialogue Training
Personalize the Call Script
Click here to complete the dialogue training topical assessment to test your knowledge on the topic.
Participant Feedback
Call Centre Analytics and Reporting ►
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