A Professional is someone who demonstrates the attitude, skills and knowledge of a profession at the highest level
Professional telephone behavior can be acquired. It is a set of vital skills that applies to everyone within an organization, as the telephone places everyone in the front line. The behavior of the person answering the phone will represent the attitude of the organization as far as the caller is concerned.
Therefore it is absolutely critical that we demonstrate the highest level of call skills
This program provides a holistic view of Contact Centre operations and management. The largest volume of activity for most contact centers is phone volume. Also, learn about non-voice Contact Centres. Learn about inbound phone service process, as well as inbound phone service metrics and how to set appropriate inbound phone service performance targets. Understanding the journey of a contact from the contacter’s fingertips when they finish dialing, to the point that the phone is answered by a contact center agent is very important to achieving high levels of customer satisfaction and avoiding customer dissatisfaction. Contact Centre is all about customer experience.
Customer satisfaction is a measure of how products and services supplied by a company or organization meet or surpass customer expectations. It is seen as a key performance indicator within contact center operations and is often part of a Performance Scorecard. In a competitive marketplace, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.
In summary, the operations fundamentals are having the right number of agents, taking the right number of contacts, and delivering excellent contact quality.
To enable the development of new skills and earn a better employment opportunity
Understanding the definition, structure, and principles of working in operations and call centre line
Learn how to communicate professionally and project yourself with confidence
Prolong customer lifetime value by servicing them with the highest level of service mindset