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INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers


Advanced Agent Skills

This course deals directly with the necessary skills of remote customer contact. Each module is filled with role-play exercises and the simulation is often used to bridge the gap between classroom role-playing and real-life contact centre operations. The basic guideline of this course is simple - at the end of the course, students should no longer consider that a telephone call just happens. They should realise that it is a planned, controllable communication. They can control how the caller reacts. They can control what the caller does next. They do all of this by listening carefully in the first instance and then developing a strategy to move the call in the direction they want it to go.

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