Call Center Skills Training                                                          Course Outline

With the BPO industry providing a significant number of jobs to many Filipinos, the need for better English speaking and listening skills continues to be in great demand. This Call Center Skills Training course teaches you conversation skills in dealing with a variety of callers, as well as the ability to handle more challenging calls with confidence.

Who this is for:

Current and aspiring BPO agents, and potential BPO trainers

What you will learn: 

  1. How to properly pronounce and articulate words
  1. How to understand varying accents
  1. How to speak confidently and eloquently
  1. How to deal with difficult callers and face challenging situations
  1. How to think positively and be better prepared for the job
  1. How to provide better assistance to Call Center clients and stakeholders

Benefits: 

  1. Improved confidence at the office and when taking calls
  1. Better service orientation and attitude
  1. The ability to create better customer relationships
  1. A positive outlook and appreciation for the job

Methodology:

TalkShop uses Integrated Language Teaching. This means 30% of the course is comprised of facilitator-based discussions while 70% is dedicated to an interactive learning experience through:

  • Phone Handling Exercises
  • Sales Presentations
  • Games
  • Sales Presentations
  • Sales Pitch Writing and Delivery
  • Group Discussions

 

I. American Accent Training

  • Pronunciation and Articulation
  • Accent Reduction
  • Accurate Word Choice
  • Advanced Vocabulary
  • Idioms and Diction

II. Grammar Mastery

  • Common Areas of Confusion and Error
  • Sentence Structure and Logical Considerations
  • Parts of Speech
  • Punctuations
  • Writing Fluency

III. Speech Eloquence

  • Creative Thinking
  • Vocalization Strategies
  • Pitch and Inflection / Pace and Tonal Variety
  • Power and Resonance / Rhythm and Intonation
  • Appeal and Credibility / Colors and Connection

IV. Conversation Expertise and Application

  • Dyadic and Triadic situations
  • Thought Formation
  • Client Interaction
  • Facing Challenging Situations

V. Personality Dynamics

  • Positive Thinking and Confidence Building
  • Social Graces and Inter-Relationship Skills
  • Image Enhancement and Business Etiquette

VI. Telephone Courtesy

  • The employee as the entire company
  • Standard telephone responses for uniformity and distinctiveness
  • Projecting efficiency, courtesy

VII. Customer Relations

  • Greetings, introductions, common courtesies (e.g. elevator use, handshakes, first and last impressions)
  • Listening skill mastery
  • Self-expression: the power of words
  • Action and affirmation

VIII. Colleague Interaction

  • Recognition and compliments
  • Building camaraderie

IX. About Self

  • Image enhancement and positive thinking
  • Building confidence and credibility
  • Writing down goals
  • Stress management: Relaxing and letting go

X. Office Grooming

  • Attire for uniformed staff / male / female concerns (accessories, make-up, haircut, color scheme, shoes, socks, fads, etc.)
  • Friday outfits
  • Personal hygiene

XI. Work Scenario

  • Right attitude towards work and colleagues (punctuality, politeness, professionalism)
  • Assertiveness vs. Aggressiveness

Course Duration:

30 hours

 

 

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