Course

Call Center Customer Service

by SafetyCulture

5 Lessons

5,612

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Description

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!

The full course includes

Preparing for Your Calls
Parts of a Call
Voice, Tone & Etiquette
Helping Difficult Customers
Holds & Transfers

About author

SafetyCulture

Free 1,000+ Workplace Checklists & Templates created by the SafetyCulture team.

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 SafetyCulture
Downloads: 1,281
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 SafetyCulture
Downloads: 4,200
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 SafetyCulture
Downloads: 1,845
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 SafetyCulture
Downloads: 179

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 SafetyCulture

1,281

General Call Center Quality Assurance Form

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 SafetyCulture

4,200

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 SafetyCulture

1,845

Course