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Call Center Training
built 90 days ago
ACT•1's Call Center Training Program is an interactive, CD-ROM-based, state-of-the-art, multimedia training program for call center and customer service employees. This program provides realistic practice sessions that expose applicants to the type and tone of the work involved.
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In Call Center Training: Inbound Customer Service, you will identify what challenges come from the situation, the caller, and the environment. The training program will teach you what guidelines you should follow in order to provide excellent service and use your skills to fulfill your customers' needs.
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A Call Center Training program teaches the essential skills for showing value, confirming satisfaction, uncovering additional service opportunities, and closing the call. During a typical training program the participants learn needed skills for handling challenging calls, preventing them from escalating, and bouncing back after stressful calls.
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Considering that call center professionals belong to a technical profession, the body AICTE, under the aegis of the ministry of human resources development, is supposed to exercise some checks. But in reality, a ‘free-for-all’ situation scems to exist, which has resulted in an unhindered growth of the not so good quality training institutes. All that is required in starting a training institute is to get it registered for a small sum with little verification. About 90 percent of these institutes do not have the minimal training infrastructure. The result is that the pass-outs from these institutes are increasingly getting rejected during the initial screening by call center recruitment teams. Recently, a call center in Mumbai rejected an entire batch of students from an institute.
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The second type of telephone communication that occurs in a call center is referred to as outbound, or outgoing calls. These are the calls that initially gave calling centers a negative image. In these instances, the call center agent, on behalf of the business she represents initiates a call, usually to offer assistance or attempt to sell a product, and usually at the most inopportune time for the consumer.
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In support of this initiative and to honor Mr. Stone’s memory and spirit, his close friend, Academy Award(R)-winning actress Jodie Foster, has kicked off the call center campaign with a major gift, the largest in the organization’s history. Ms. Foster has been joined in this effort by Mr. Stone’s brother, Jeffrey R. Stone, as well as by philanthropists Ray and Dagmar Dolby, Paul Reitz and David Rosen, Henry van Ameringen, and Bryan Bantry. To date, the generosity of these individuals has enabled Trevor to achieve nearly half of its campaign’s goal.
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Call Center Training