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Call Centre Course
Email: info@saypro.online Call/WhatsApp: + 27 84 313 7407
SayPro is a Global Solutions Provider working with Individuals, Governments, Corporate Businesses, Municipalities, International Institutions. SayPro works across various Industries, Sectors providing wide range of solutions.
1. Introduction to Call Centres
Overview of call centres and their purpose
Types of call centres:
inbound, outbound, blended
Role and responsibilities of a call centre agent
2. Communication Skills
Verbal communication: tone, pace, clarity
Active listening techniques
Non-verbal communication and telephone etiquette
3. Customer Service EssentialsUnderstanding customer needs
Building rapport and trust
Handling difficult customers and complaints
Providing effective solutions
4. Time Management and Productivity
Managing call times and after-call work
Prioritizing tasks and minimizing downtime
Meeting KPIs (Key Performance Indicators)
5. Call Centre Technology
Introduction to call centre software (e.g., CRM, ACD, CTI)
Call logging and ticketing systems
Headsets, dialers, and other tools
6. Performance Metrics and Quality Assurance
Common KPIs: AHT, FCR, CSAT, etc.
Call monitoring and feedback systems
Understanding QA scoring and improvement plans
7. Problem-Solving and Critical Thinking
Techniques for identifying and resolving customer issues
Using knowledge bases and escalation procedures
Decision-making under pressure
8. Data Protection and Compliance
Customer data privacy (e.g., GDPR, PCI-DSS)
Confidentiality and security protocols
Legal and ethical standards in customer interaction
9. Handling Stress and Building Resilience
Coping with high-pressure environments
Stress management techniques
Maintaining emotional intelligence and professionalism
10. Sales and Upselling Techniques (if applicable)
Understanding customer needs for sales
Cross-selling and upselling strategies
Handling objections and closing calls
- Neftaly Malatjie | CEO | SayPro
- Email: info@saypro.online
- Call: + 27 84 313 7407
- Website: www.saypro.online
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