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Unit one:
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Developing yourself
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Think about your strengths and areas for improvement
and devise an action plan for personal development.
You’ll identify employment and further training possibilities
and learn the skills necessary to apply for work or
training. You will also learn how to prioritise workloads,
manage your time efficiently and how to work effectively
as part of a team.
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Unit two:
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Becoming familiar with your new workstation
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Find out about the most commonly used components of
a call centre workstation. Discover what each piece
of equipment is used for and gain a basic understanding
of troubleshooting procedures.
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Unit three:
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IT applications
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Find out about the software packages used in call centres
and learn how to access and operate the various applications.
You will understand the relevant computer terminology
and the legal implications of data storage.
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Unit four:
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Delivering great customer service
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Learn all about the basic principles of call handling
and customer help desk operations. Explore telephone
selling techniques, how to handle in-bound and out-bound
calls, and the key issues of working in a customer
service environment.
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Unit five:
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Achieving excellent telephone skills
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Explore the difference between effective and ineffective
verbal and non-verbal communication techniques. Find
out how these techniques impact on the efficiency of
a call centre environment and improve your own communication
skills.
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Unit six:
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Legislation – the key facts
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Find out about call centre health and safety issues
and the key aspects of consumer legislation. You will
explore how your role in a call centre may be affected
by this legislation and what your legal responsibilities
are.
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What software will I need access to in order to study
this course?
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