Training

We simulate a work environment twice as demanding as the real call center during the training session paired with new spontaneity. Agents get well acquainted to American Customs and customers.

Training Methodology: -

• CD ROMs
• Computer based Simulated Learning
• Case Studies To improve business etiquette, Customer Service Skills, Voice Modulation and enhance familiarize the English Language verbatim.
• The Methodology also uses the Conventional Instruction based training that is imparted by trained faculty. (These primarily include Building effective Interpersonal and communication skills).
• Use of LCD projector / Interactive Slides.

Course Covered
Module -I
a. English Speaking and Telephone Etiquette's
  (i) Grammar Orientation
  (ii) Loud Reading Session
 (iii) Voice Modulation
 (iv) Extempore Speech / Group Discussion
 (v) Telephone Etiquette (Suggestions / offers / Invitation and Requests) and Actual practice.
 (vi) Interactive Technique to deal with customers

b. Voice and Accent Training.
 (i) Pronunciation and Diction (practice on correcting faulty diction)
 (ii) Overall review and Language problem solving
 (iii) Emphasis on Internationally accepted standard phrases
 (iv) Use of Word Stress. Contraction , Inflections
 (v) Familiarity with States, Names, Addresses, Abbreviations in American Way.

c. Listening Skills
 (i) Dialogues (delivery of words) & words with multiple meanings.
 (ii) Offer and Anticipating Questions
 (iii) Idiomatic Expressions

Module -II
a. US Knowledge
 (i) US History
 (ii) US Geography
 (iii) Laws
 (iv) Culture and Religion

b. Soft Skills - (Builds confidence and Assertiveness)
 (i) Soft Skills include:

• Spoken English
• Comprehension
• Coping with Change
• Telephone Skills
• Telephone Sales Techniques
• Effective Communication Skills (Voice and Accent Training)
• Team Leader Skills
• Customer Care Skills
• People Management Skills
• Effective Negotiation Skills

c. Customer Care and Customer Relations
 (i) The invisible customers - Call centers
 (ii) Rapport Building
 (iii) Warmth and Friendliness
 (iv) Articulation and Extroversion
 (v) Product Knowledge
 (vi) Workshop and films (Customer Service , Competitiveness and Marketing)

Module III
a. Call Center Concepts
 (i) What is a Call Center
 (ii) How does Call Center Function
 (iii) Classification of Call Center
 (iv) Objective of Call Center
 (v) Why a Call Center

b. eCRM
 (i) What is eCRM?
 (ii) ACD/ IVR/ Predictive Dialer
 (iii) Benefits associated with eCRM
 (iv) Agent Reporting System
 (v) Shift Reporting System

Module IV
a. Product Knowledge
 (i) Course development and domain knowledge
 (ii) Telemarketing (Wireless / Security System/ GTI Calling Cards/ Universal Master Card )
 (iii) Lead Generation (Identifying the Prospects / (Fixing appointments for eg : Mortgage)
 (iv) Selling Skills
 (v) Inbound Service Operations.

b. Call Handling / Scripts
 (i) Handling Objections
 (ii) Controlling Conversation
 (iii) Simulated Role Playing
 (iv) Mock Session
 (v) Practical Training (under the supervision of Sr. Agent)

c. Script
d. Rebuttals