Call Center Certification

Training Objectives

Participants will learn how to:

• Understand customer care operations and processes along with SLAs and TAT
• Investigate and resolve customer queries as per the TRA-prescribed SLAs
• Continuously monitor the speed of complaint resolution and take steps to ensure adherence to the TAT
• Review the trends and patterns in customer escalations and create mechanisms that prevent escalations

Module Outlines

Module 1: Customer Service Inquires / requests / Complaint Resolution Processes

• Customer Service operations ( inquires / requests / complaints)
• How to encourage the fast and efficient resolution of customer issues at the first point of contact
• What do you need to do?
• What is the expected time line?
• What are the SLAs needed ?

Module 2: Techniques for dealing with difficult customers

• Responsibility & Choice Circles & Questions
• The P/T Service-Giving Circle
• Positive 1st Response
• The 10 step method for handling complaints & criticism
• Create a Positive First Impression
• Create a Positive Last Impression
• Exercise : case study

Module 3: Escalating Customer Complaints – Taking it to the Next Level

• Typical complaints by end users
• Why do we need an Escalation Process?
• What is a call escalation?
• What is the escalation procedure?
• What is the meaning of escalation matrix?
• What is an escalation manager?
• Call Escalation Metrics and Agreeing with suppliers an agreed level of support (Service Level Agreements)
• Ensure expected levels of service are clearly communicated and visible
• Exercise : Case Study

Module 4: Empowering call center agents

• Create a low-escalation environment
• Reducing and Managing Escalations
• Ensure the root cause is understood
• Make sure you have an up-to-date knowledge base that is easy to use
• Exercise : Case Study 

Customized Learning

Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.

Face To Face Learning

Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.

Virtual Learning Labs

Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.

General Methodology

Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.

• Concrete Experience: The delegates will learn by doing
• Reflective Observation: Reflecting on the newly experienced skill-set
• Abstract Conceptualization: Developing deeper understanding to the learned concepts
• Active Experimentation: providing the delegates with realistic tools that can be tested in the real life

Case studies will be customized to cover client’s specific operations