CALL CENTER SKILLS TRAINING

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 IS THIS FOR?

Current and aspiring BPO agents, and potential BPO trainers

WHAT YOU WILL LEARN:

1How to properly pronounce and articulate words
2How to understand varying accents
3How to speak confidently and eloquently
4How to deal with difficult callers and face challenging situations
5How to think positively and be better prepared for the job
6How to provide better assistance to Call Center clients and stakeholders

BENEFITS:

1Improved confidence at the office and when taking calls
2Better service orientation and attitude
3The ability to create better customer relationships
4A 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:

1Phone Handling Exercises
2Sales Presentations
3Games
4Sales Presentations
5Sales Pitch Writing and Delivery
6Group Discussions

COURSE OUTLINE

Course Duration:

20 Hours

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

ABOUT TALKSHOP

The best English school in the Philippines, is the leading consultancy and training institute for personal effectiveness, corporate protocol, and management communication.

Learn from the experts in Project Management, Leadership Training, Personality Development, Speech, Writing, and Teaching Programs

Online Registration

Both international and local transactions may be settled via wire transfer, bank deposit, or mobile payment. Details will be provided upon registration.