{"product_id":"basic-call-center-training","title":"Basic Call Center Training","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 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.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Basic Call Center Training.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThis 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:\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis 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.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eBuild a practical understanding of the key concepts covered in Basic Call Center Training.\u003c\/li\u003e\n\u003cli\u003eRecognise where the topic applies in real workplace or business situations.\u003c\/li\u003e\n\u003cli\u003eApply the methods and good-practice approaches covered in the course with greater confidence.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for business professionals, administrators, managers and learners who want practical workplace skills they can apply immediately.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003e\u003cu\u003e\u003cstrong\u003eCourse\u003cspan\u003e Outline\u003c\/span\u003e\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003eSeat Time: 1.25hrs - Desc:\u003c\/p\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003eThis 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:\u003c\/p\u003e\n\u003cul class=\"ng-scope\" data-mce-fragment=\"1\"\u003e\n\u003cli data-mce-fragment=\"1\"\u003eHow to ask the right questions.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\"\u003eHow to speak properly to customers.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\"\u003eHow to listen effectively to customers. \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch5\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT1. Introduction to Telephone Communication:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis 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.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT2. Communicating with the Customer:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis 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.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT3. Speaking and Listening:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis 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.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT4. How to Ask the Right Questions:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis 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.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT5. Telephone Procedures:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis 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.\u003c\/p\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/advanced-call-center-training\"\u003eAdvanced Call Center Training\u003c\/a\u003e  |  \u003ca href=\"\/products\/basic-negotiation-skills\"\u003eBasic Negotiation Skills\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e \u0026gt; Basic Call Center Training\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e\n\u003cp\u003e\u003cstrong\u003eRelated eBSI learning pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e","brand":"Bankers Academy","offers":[{"title":"Individual Licence (EUR 60)","offer_id":39885131546802,"sku":"BA-006","price":66.0,"currency_code":"USD","in_stock":true},{"title":"5 Licences (EUR 50 each)","offer_id":59260489859420,"sku":null,"price":275.0,"currency_code":"USD","in_stock":true},{"title":"10 Licences (EUR 40 each)","offer_id":59260489892188,"sku":null,"price":440.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/BA-006BasicCallCenterTrainingCover.png?v=1619823614","url":"https:\/\/www.ebsiamericas.com\/products\/basic-call-center-training","provider":"eBSI Export Academy","version":"1.0","type":"link"}