On The Recieveing End - Making Call Centres More Effective

According to a 2007 survey, just 4% of people have had a good experience when dealing with a call centre – and more than one third of those questioned admitted to shouting and swearing at agents because they got so frustrated! So those businesses that can provide a positive customer experience will really set themselves apart from their competitors.

On the Receiving End: Making Call Centres More Effective is a straightforward introduction to the skills needed to be an effective call centre operative. By learning how to ‘read’ the customer, how to manage emotions and how to map the call by explaining the options and agreeing a solution, call centre staff will be able to remain calm, detached and 100% professional when dealing with difficult customers and testing situations.

Course Subject Area

• Customer Service