Categories
Telecommunications & Media
Discover easy-to-use Telecommunication & Media templates and training courses for distribution, compliance check, and more. Use them to gain practical knowledge, streamline your work, and stay on top of industry best practices. Customize these resources to fit your needs and excel in the Telecommunication & Media industry with confidence.
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Call Center Customer Service
This course provides the perfect call center training program outline to individuals who are required to utilise telephone processes in their job. Various skills and techniques are taught and consolidated through 5 useful modules in the Call Center Customer Service course. The course will teach learners how to prepare for the call, phone etiquette, parts of a call, handling difficult customers, and more areas essential to call center customer service success. If you want to learn more about how to ace your call process, jump into this 5-part call center training course!
by SafetyCultureDownloads: 5,705 - Template
General Call Center Quality Assurance Form
Use this General Call Center Quality Assurance Form to help evaluate calls and observe if representatives followed standard call protocols. This will help check if call representatives understand customer concern and offer the most appropriate solution. The form also covers the end call behavior of call representatives. Conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. Use SafetyCulture to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your SafetyCulture users to make sure the QA templates are standard across the board.
by SafetyCultureDownloads: 4,213 - Course
Ways to Positively Influence Customers (Call Center)
Being a positive influence on customers brings a positive customer experience and reels in more customers. Learn to influence our customers positively by taking this course.
by SafetyCultureDownloads: 2,120 - Course
Value of a Positive Attitude
A positive attitude goes a long way, especially in the call center industry. In this course, you'll learn what a positive attitude is, how you maintain it, and why keeping it is a good idea.
by SafetyCultureDownloads: 2,082 - Course
Improving Your First Call Resolution (FCR)
One of the most critical metrics in the call center industry is the first call resolution (FCR). It is an important metric to measure your overall customer satisfaction level. Take this course to learn what you need to know to improve your FCR score!
by SafetyCultureDownloads: 1,895 - Course
Handling Irate Customers (Call Center)
Handling irate customers is part and parcel of the job of a call center agent. Let's talk about the common types of difficult customers you may encounter, how to handle them, how to arrive at a call resolution, and some sample mock conversations.
by SafetyCultureDownloads: 1,855 - Course
Empathizing with Customers (Call Center)
How do you get on the same page as the customers when emotions are high and patience is thin? In this microlesson, you'll learn how connect more deeply with your callers to give them the best customer experience they can get.
by SafetyCultureDownloads: 1,852 - Course
Social Media and Electronic Communication
Social media is rapidly changing the way we do business. This course will help you roll with the punches and adapt to the ever shifting landscape of the retail industry.
by SafetyCultureDownloads: 1,734 - Template
Call Monitoring Form
Use this Call Monitoring Form to help QA specialists evaluate call representative's service interaction with the customer. This will help check if call representative's language accuracy, comprehension, reasoning skills, and customer rapport were: Exceptional, Effective, Below average, or Needs improvement. Use SafetyCulture's scoring feature to gain insights into how call representatives are performing over time. Determine frequently failed responses and know which to prioritize for action plans.
by SafetyCultureDownloads: 1,300 - Template
Comprehensive Sample Call Center Quality Monitoring Form
This Comprehensive Call Center Quality Monitoring template offers a more detailed assessment of employee call interaction with customers. Begin with the evaluation of how the call began, observe representative's problem-solving methods, call etiquette, and script compliance. Note other observations and provide recommendations. SafetyCulture templates are fully customizable to suit your QA needs. Secure collected data via SafetyCulture's cloud-based storage.
by SafetyCultureDownloads: 1,285 - Template
Call Quality Monitoring Form
This brief Call Quality Monitoring Form consists of 13 essential questions to evaluate how calls were handled. Observe if agents adhered with company policies and determine if agents were able to address customers' needs with the appropriate tone of voice. Use SafetyCulture to document significant data and share QA reports with your QA team.
by SafetyCultureDownloads: 561 - Course
Non-voice Customer Service (Call Center)
Customer service isn't just about making calls and tech support, it can also extend into non-voice responsibilities. This kind of customer service is very common, especially when visiting company websites. Learn about it all right here.
by SafetyCultureDownloads: 553 - Course
Call Center Customer Service (Screen Reader Accessible Course)
Let's explore the basics of Customer Service in a Call Centre environment. Intended audience: Workers new to a call centre role This course is compatible with screen readers to ensure that individuals with visual impairments can access, navigate, and engage with the course content seamlessly.
by SafetyCultureDownloads: 184 - Template
Call Dispatch Log
This call dispatch log is used in the healthcare industry to record the details of the incident and the turnaround response time of the dispatched personnel. It is used to record accurate information on the personnel on-duty status and their location.
by SafetyCultureDownloads: 73 - Template
Telecommuting Safety Checklist
This checklist is designed according to the U.S. Office of Personnel Management standards, and covers inspection checks for fire safety, electrical safety, computer workstation, and other safety measures.
by SafetyCultureDownloads: 59 - Course
The 5 C's of writing news for mobile audiences
In five-minute lessons, learn how to be conversational, considerate, concise, contextual and chunky – even if you've never written for mobile before.
by Linda AustinDownloads: 5