Training in call centre

ipsita.chat · #1 (**permalink**) 28-08-2008, 07:48 PM

Dear All,

I have to give training in a call centre for that I need to prepare presentation on:
Best practices on the following, for me to conduct Training Workshops on Call Center Competencies internationally:

Telephone Calls
Call Structure
Process of Inbound & Outbound Telephone Calls
Roles & Responsibilities of a Team Leader
The Systems and Processes which exist in an International Call Center Legislation Acts – pertaining to ethics & customer service

I have to deliver it by next week,so can anyone help me out in this matter.

Thanks
Ipsita

ipsita.chat · #2 (**permalink**) 29-08-2008, 12:23 PM

17 checked no reply,.. :-(

Expecting your early reply..

rajni_70007 · #3 (**permalink**) 29-08-2008, 12:31 PM

Hi Ipsita.chat,

Pls find a .ppt which can help you in telephone etiquette.You can use telephonedoctor.com a useful website to know more.
This will help you train people.
Thanks & Cheers

ipsita.chat · #4 (**permalink**) 29-08-2008, 12:39 PM

Thanks Rajni,..

rajni_70007 · #5 (**permalink**) 29-08-2008, 04:39 PM

Hi Ipsita.chat,

For call structure what you need to do is define the call flow as a flow chart.Typical inbound example will be:
Opening of a call
Thanks for calling xyz ltd.This is Ann.How may i assist you today?
Listen & Acknowledge
Paraphrase: If i understand correctly-----
Empathy & Assurance: Dont worry we will go ahead and resolve the issue
Direct and educate the customer about the steps
Close the call-Appropriate closing statements: Do you have a pen and paper handy.I am going to give you the ticket no:Is there anything else i can help you with
Thanks for calling------ have a great day.

I hope i gave you an idea and you can take this forward too.Do let me know if this works..

ipsita.chat · #6 (**permalink**) 29-08-2008, 09:03 PM

Rajni,

Thanks for your effort ,but can pls help me with some material or what is the best way to move.

Thanks
Ipsita

fedrikhof · #7 (**permalink**) 30-08-2008, 12:26 PM

Give a search on the forum, hopefully you will get many presentations regarding your subjects.

ipsita.chat · #8 (**permalink**) 03-09-2008, 11:32 AM

Can I get few more info?Advice

rajni_70007 · #9 (**permalink**) 04-09-2008, 04:56 PM

Hi Ipsita,

Would like to know what kind of information you are looking at.I guess the materials that i had shared with you were generic and can help you with your presentation

ipsita.chat · #10 (**permalink**) 05-09-2008, 11:52 AM

Rajni,

I want some info regarding

Call Structure
Process of Inbound & Outbound Telephone Calls
Roles & Responsibilities of a Team Leader
The Systems and Processes which exist in an International Call Center Legislation Acts – pertaining to ethics & customer service
Thanks
Ipsita

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