New Horizons Computer Learning Center
410-597-9722

Call Center

Course Length: 1 Day

Overview:
In this course, students will learn how to effectively take inbound customer service calls.

Course Objectives:
Upon successful completion of this course, students will be able to:

• Identify the functions of a call center and determine the process for setting up a call center
• Identify the categories of ACD, technologies to monitor your employees, the benefits of skill-based routing, and how to determine call load and staffing
• Motivate employees, communicate effectively with employees, evaluate employee performance, and identify methods for monitoring employees
• Reduce employee turnover, manage stress, and train employees
• Identify customer expectations and manage customer relationships
• Set and achieve service levels, and use reports
• Identify the information that executives need and learn how to communicate with them

Course Content

Lesson 1: Telephone Service Fundamentals

• Good telephone service
• Attitude and interpersonal skills
• Greeting customers

Lesson 2: Effective Call Handling

• Identifying customer needs
• Handling difficult calls

6940 Tudsbury Road, Baltimore, MD 21244
P: 410-597-9722
www.nhbaltimore.com