Course Details

This course aims at giving the students clarity and coherence in their speech. At the same time skills like telephone etiquette and positive attitude are imparted to add to the existing knowledge base. Key features for this course follows:

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• Introduction to the culture of call centres with appropriate terminology
• Inbound and outbound Call Centres
• Multi-Skill Call Centre, Customer Service Call Centre,  Insurance Call Centre
• Tele- Sales Process
• Call – Quality, Call – monitoring or Call Barging
• Submitting a report, Importance of Greeting Line, How to close a call.
• Handling an irate customer
• Body Postures while taking a call, Voice quality on calls
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• Speech Clarity: Call Evaluation (Positives and Negatives)