Manage in-bound and/or out-bound calls in a Contact Centre Online Course

A Call Handling Course is designed to equip individuals, especially those working in customer service or contact centers, with the skills and knowledge needed to manage and resolve customer calls efficiently and professionally. The course covers various aspects of call management, from initial greetings to problem resolution, ensuring that agents can provide excellent service, handle complex situations, and maintain positive customer relationships.

This Call Handling course is designed to provide participants with the essential skills and techniques needed to manage customer interactions effectively in a contact center or customer service environment. The course covers all aspects of call management, from greeting the customer to resolving issues and ensuring customer satisfaction. Participants will learn how to handle both inbound and outbound calls professionally, improve communication skills, and deal with difficult situations calmly and efficiently.

Course Content

  • Calls are retrieved according to service specific procedures and methodologies
  • In-bound calls results relating to a marketing campaign are documented, recorded and captured using specific format requirements, procedures and systems within company specific timeframes
  • Information is verified according to service standard practices
  • Follow up procedures are conducted according to industry requirements
  • Information is analysed to determine any escalations to other parties
  • Campaign objectives procedures are explained using organisational campaign guidelines
  • Campaign information to be communicated to customers is prepared according to campaign objectives and plan
  • Details of the campaign information to be conveyed to customers and/or products and services are described in accordance with organisational procedures
  • Enquiries and/or the provision of products and services are processed in accordance with the nature of the campaign
  • Results of out-bound telemarketing campaigns are recorded using organisational specific formats and requirements
  • Sales transactions are concluded within company specific timeframes
  • The sales transaction is consistent with the customer’s requirements
  • Information to be supplied for follow-up purposes is provided according to campaign procedures
  • Follow up procedures are consistent with customer requirements
  • Customers are informed of any escalation situations that require to be passed on to other parties
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
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