Call Centre Training Manual sample

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Section I – Introduction
Section II – Training Program
Section III – Customer Service Training [Basic]
Section IV – Customer Service Training [Advanced]
Section V – Telesales Training
Section V – US Accent Training
Section VI – British Accent Training 
Section VII – Call Centre Projects
Section V – Annexure

The details of the basic program are: ƒ Communication ƒ ƒ ƒ ƒ Methods of communication Verbal Written Types of Communication ƒ ƒ ƒ ƒ ƒ ƒ Intrapersonal communication Interpersonal communication Small group communication Public communication Intercultural communication Ethical communication ƒ The skills of communication ƒ Expressive skills ƒ Listening skills ƒ Listening skills in more detail ƒ 6 Cs of communication ƒ Active listening ƒ ƒ Why Active listening is important What happens if we are not listening actively ƒ Four C s for Taking Good Care of Your Customers ƒ Conclusion ƒ ‘On call’ ethics Private Confidential 5 Call Centre Training Manual September 24, 2008 Section IV – Customer Service Training Advanced The advanced Customer service training course utilizes a variety of teaching methods like short lectures and informal exercises/activities to develop excellent customer service skills.. A British Accent Training course includes: ƒ Rhythm and stress patterns ƒ Using intonation for attitude and emotion ƒ Pausing and breathing ƒ Relationship between spelling and pronunciation ƒ Accent familiarization and extended listening practice ƒ Telephone training Private Confidential 10 Call Centre Training Manual September 24, 2008 Section VII – Call Centre Projects Private Confidential 11 Call Centre Training Manual September 24, 2008 Section V – Annexure Annex A – Representative Resumes Private Confidential 12 Call Centre Training Manual September 24, 2008 Annex A – Representative Resumes Aon Ashraf Rana, Vice president – Sales and Marketing Mr. Aon Rana is an expert Strategic Planner, having successfully designed and implemented numerous training and development programs for Vodafone, O2, Npower, British Gas, Caudwell, Wall Street journal, Scottish power and many more.. Projects Undertaken OUT SOURCE R US (PVT) LTD Advisory Consultant • • • In-house trainer for Financial Officers Business Communication with Foreign (US) Customers on Phone Recovery of Medical Credit

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