Call Centre Training

Call Centre Training Outline

Module 1: Plan and Manage Call-Centre Resources 

• Step-by-Step Guide to Plan and Manage Call Centre Resources 

  • Define Objectives 

  • Analyse Historical Data 

  • Forecast Call Volumes 

  • Determine Staffing Requirements 

  • Schedule Agents Effectively 

  • Provide Ongoing Training 

  • Implement Performance Metrics 

  • Monitor and Manage Real-time Adherence 

  • Foster a Positive Work Environment 

  • Continuously Improve Processes 
     

Module 2: Establish and Meeting Performance Objectives 

• Selecting Criteria for Success 

• Meeting Criteria for Success 
   

Module 3: Understand Call Waiting Standards and Customer Expectations 

• Overview 

  • Call Waiting Standards 

  • Customer Expectations 
     

Module 4: Using "Downtime" and Outgoing Call Management 

• Employee Downtime 

• Outgoing Call Management 
   

Module 5: Quality Service and Integrity 

• Introduction to Quality Service 

• Introduction to Integrity 
   

Module 6: Tackling Bottlenecks and Celebrating Commitment 

• Bottlenecks Overview 

• Celebrating Commitment 

• Employee Commitment 

• Customer Commitment 
   

Module 7: Providing Feedback and Encourage and Reward Commitment 

• Introduction to Providing Feedback 

• Encouraging and Rewarding Commitment 
   

Module 8: Evaluating Call Handling in Terms of Sales and Customer Care Training 

• Call Handling and Sales 

• Call Handling and Customer Care 
   

Module 9: Provide Effective Support and Develop the Management Skills of Team Leaders, Lead Agents and Supervisors 

• Strategies 

  • Training and Development Programs 

  • Mentorship and Coaching 

  • Performance Feedback and Evaluation 

  • Clear Roles and Responsibilities 

  • Continuous Communication and Collaboration 

  • Lead by Example 
     

Module 10: Decision Making, Performance Management 

• Elements of Decision Making 

• Effective Performance Management 

• What is Customer Experience? 

• Why is Customer Experience Important? 

• Customer Experience vs Customer Service 

• Assessing Customer Experience 
   

Module 11: Do’s and Don’ts 

• Introduction 

• Review 

• Action Plan and Q&A 

What You’ll Learn in this Course

This course guides you from understanding the core principles of call centre operations to mastering advanced customer service strategies through real-world practice. Each stage helps you build practical expertise and the confidence to manage calls with professionalism, efficiency, and a customer-first approach. 
 

• Learn the core principles of customer service and call handling 

• Learn how to structure calls with clear communication and empathy 

• Learn to manage complaints, queries, and difficult conversations effectively 

• Learn to apply call centre techniques across various industries and sectors 

• Learn to monitor performance and improve service quality through feedback 

• Learn how to deliver customer experiences that support business objectives