US93997-C14348 Process incoming and outgoing telephone calls ( (N2, Cr3, M4)

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Module 1: Employ effective telephone etiquette, practices and procedures 20 Lessons

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Module Content

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1.1. Telephone etiquette and answering procedures

1.2. Telephone etiquette methods and techniques

1.3. Handle and process callers on the telephone (operational standards)

1.4. Contact Centre practices and procedures

1.5. Hiring and Selection

1.6. Workforce Management

1.7. Call (Contact) Handling

1.8. Quality Listening

1.9. Fulfilment

1.10. Change Deployment

1.11. Call Centre Performance Management

1.12. Desktop Tools

1.13. Infrastructure

1.14. Automated Contacts

1.15. Process Tools

1.16. Contact Centre business requirements

1.17. Contact Centre client requirements

1.18. Industry specific products and services

1.19. Customer service principles

1.20. Communication and listening techniques and methods