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Basic Call Center Training
Individual Licence (EUR 60)
€60.00
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Basic Call Center Training
€60.00
Reliable shipping
Flexible returns
Buying for a team?
Choose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.
Develop practical knowledge and confidence in Basic Call Center Training.
This course will introduce the learner to the basic skills necessary to be a successful call center employee. The course will familiarize the learner with communicating with customers and proper telephone etiquette. Upon successful completion of the course, the learner will have a strong understanding of the following:
Why this course matters
This course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.
What you will gain
- Build a practical understanding of the key concepts covered in Basic Call Center Training.
- Recognise where the topic applies in real workplace or business situations.
- Apply the methods and good-practice approaches covered in the course with greater confidence.
Who is this course for?
This course is suitable for business professionals, administrators, managers and learners who want practical workplace skills they can apply immediately.
Course at a glance
- Study time: approximately 2 hours.
- Format: self-paced online learning.
- Professional development: CPD course.
Course Outline
Seat Time: 1.25hrs - Desc:
This course will introduce the learner to the basic skills necessary to be a successful call center employee. The course will familiarize the learner with communicating with customers and proper telephone etiquette. Upon successful completion of the course, the learner will have a strong understanding of the following:
- How to ask the right questions.
- How to speak properly to customers.
- How to listen effectively to customers.
Course Topics:
T1. Introduction to Telephone Communication: This topic will inform the learner regarding how much of communication and understanding lies in a person's tone of voice and body language, important generalizations and implications that can be drawn from Mehrabian's communication study, and how to use body language.
T2. Communicating with the Customer: This topic will present information regarding sounding professional while speaking to customers on the phone, how to control your voice, the "four E's" of maintaining an effective telephone voice, and identifying customers.
T3. Speaking and Listening: This topic will provide information on the importance of representing yourself and the company as professionally as possible while dealing with customers on the telephone, which entails not cursing, not speaking casually, not speaking negatively about the company, and practicing active listening techniques to enhance your understanding of customer needs.
T4. How to Ask the Right Questions: This topic will provide an overview of the importance of asking specific questions " including closed-ended, open-ended, and probing " to customers in order to gain information, focus conversations, explore opinions, and reach a consensus.
T5. Telephone Procedures: This topic will provide an overview of the history and benefits of telemarketing, building rapport with customers, techniques for remembering names, taking and leaving messages, voice mail techniques, and proper message etiquette.
Continue your learning
Part of this learning pathway: Professional Skills
Learners also take: Advanced Call Center Training | Basic Negotiation Skills
Course pathway: eBSI Banking Academy > Professional Skills > Basic Call Center Training
Explore more Professional Skills training or return to the eBSI Banking Academy.
Related eBSI learning pathway: eBSI SME Academy > Workplace Essentials