Business Process Outsourcing Training
For Contact Center Staff

Emerging Business Opportunities: Contact Center

Increasing Contact Center activities require more well skilled and highly motivated staff in various countries that focus on Business Process Outsourcing services.
The whole scale of personnell education has to be covered to enable individuals to develop their career in a planned approach.

This results in a need for a modularized curriculum for all staff levels involved, i.e.,

• Agents
• Supervisors / technical adeministartors
• Team and CC leaders

Our Offer

Our modular Contact Center training program provides you with exactly the skills you need per level.
As this training is delivered at your premises it can be tailored according to your specific CC needs.You will get:

• A mixture of theoretical background information and
• Hands-on labs for the students to exercise on life equipment
• Carefully selected topics as they have been proven to be absolutely job-relevant
• Experienced trainers in call centre work with professional presentation skills, language capabilities and cultural awareness,
• Up-to-date mix of training methods including lectures, hands-on labs, discussions, and coaching,
• Tutor support before, during and after the entire training sequence,
• Constant feedback on the learning progress by reviews, tests and assessments

Your Benefit

You will have sound knowledge in basic call centre techniques including

• Customer relationship management
• Customer care service and empathy
• Sales skills
• Communication techniques
• Personal deveolpment
• Keyboarding skills and transcription
• Platform technology handling

Thus, you will be able to sign in for a respective job at a contact center in the home country with all the competence needed to start off work immediately as an agent
and promote on supervisor or team leader level according to individual success and positive assessments.

Curriculum Content

• Agent Training (~4 Days*): Agent Fundamentals, Desktop Software handling, Agent supervision & coaching, Agent Advanced training
• Supervisor Training (~9 Days*): Operation basics, Reporting, Coaching & supervision,Platform Administration
• Team Leader Training (6 Days): Planning, Staff management, Review, Total Quality Management

*): The exact duration depends on the contact center platform type chosen.

For more info please download our detailed information broschure here.