Contact Centre Excellence
Customer Communication & Call Effectiveness
Course Highlights
This course provides participants with the essential skills to excel in contact centre communication and call handling. Participants will learn how to manage customer interactions with professionalism, build rapport quickly, and resolve inquiries efficiently across various channels. The program also covers active listening, call control techniques, handling difficult conversations, and using scripts effectively while maintaining a human touch. Ideal for contact centre agents, supervisors, and service professionals who want to enhance call mastery and deliver outstanding customer experiences.
Learning Outcomes
By the end of this program, participants will be able to:
Demonstrate professional communication skills to manage customer interactions effectively across multiple channels.
Apply active listening and questioning techniques to understand customer needs clearly.
Build rapport quickly while maintaining a courteous and empathetic tone.
Use call control and structuring techniques to handle inquiries efficiently.
Manage difficult conversations and customer objections with confidence.
Balance the use of scripts with a natural, human approach to maintain authenticity.
Enhance overall call effectiveness to improve customer satisfaction and loyalty.
Perfect for:
Contact Centre Agents, Team Leads
Duration:
Customizable (as needed)
Fields:
Customer Experience & Service