Telephone Skills and Call Handling Essentials

Telephone Skills and Call Handling Essentials In-House Training Course

Course overview

Course overview

The Call Centre is a crucial part of any growing and ambitious company in the modern business world. Despite the availability of new channels of interaction with customers (social media and the like), the phone is still one of the best tools to make sure your clients hear you and vice versa. That’s why the professional call centre operations manager plays such a significant role.

This course provides all the required techniques, skills and tools for successful fulfilment of a call centre Operations Manager’s Duties. Participants earn certification in the ability to apply the best and newest practices and to set high standards for up-to-date call centre operations. The course explores the importance of a qualified, well-managed team and advanced HR management methods to achieve the best day-to-day working environment and a high level of efficiency. We delve into the insights of the best and most systematic approach for achieving call centre operations Excellency.

Besides the benefits mentioned above, participants will study various additional competencies that are part of professional modern call centre management, including:

  • Standards, prerequisites and central elements of a successful contact centre
  • Exploring the structure of operations for the best-performing call centres
  • A closer look at customer expectations to improve main work processes
  • Bringing the etiquette and communication skills of your team to perfection
  • Ways to optimize costs and increase performance of a call centre
What will you gain

What will you gain

The Atton Institute Certification as a Call Centre Operations Manager lets you:

  • Achieve and systematically maintain the operational excellence of your Call Centre
  • Boost your career by improving your professional skills as a Call Centre Manager
  • Improve the level of client service and impact the overall customer experience
  • Increase contact centre financials and key effectiveness performance indicators
  • Study processes to be implemented to achieve constant quality level
  • Implement practices that make customers’ phone interactions a positive experience
  • Overcome stress and be confident in handling any difficulties with professionalism
  • Know the best HR practices that positively impact your team management results
  • Discover the keys to building a successful employee motivation and retention plan
  • Know the best tools, equipment and technologies for a contact centre
  • Enable your Call Centre to achieve outstanding results for your clients
Course Content

Key facts

 

Course code:
ML-2541

 

Duration:
3 days

 

Course category:

 

Admission requirements:
None

 

Note:

 

Endorsement:
Certificate upon successful completion

Course schedule sample one day

08:30 AM  -  10:00 AM  -  First Training Session
10:00 AM  -  10:15 AM  -  Coffee Break
10:15 AM  -  12:00 PM  -  Second Training Session
12:00 PM  -  12:15 PM  -  Coffee Break
12:15 PM  -  02:00 PM  -  Third Training Session
02:00 PM  -  03:00 PM  -  Lunch and Networking
Fees & whats included

Fees & what is included

Early bird 70 days before course start date Early bird 25 days before course start date Regular Course Fee
USD 2,400.- USD 2,800.- USD 3,100.-
  • For early registrations special prices apply as outlined above.
  • The regular, special and early bird courses fees include the applicable 5% VAT.
  • Companies - register 2 participants for the same course and date and get one place free.
  • Only one type of discount can be applied to the same course & date registration.
  • For larger corporate clients there are special packages. Contact us for details.

At Atton Institute we do our best to ensure that all our courses and trainings are provided with the highest industry standards, are time efficient and praxis related, and bring the best education results. Our courses have the most up-to date info and secure the excellent course fee to value ratio quality.

Course Fee Includes

  • Extensive Workbook with Course Materials
  • Handouts and other Supporting Materials
  • Practical Examples and Various Case Studies
  • Quick Reference/Top Tips Guide
  • Professional & Experienced Instructor
  • Accelerated and Intensive Learning Techniques
  • Relationship Building within Course
  • Post Course Action Plan
  • Index of Additional Suggested Materials
  • Course Completion Certificate
Free Valet Parking
Coffee Breaks
Lunch
Free WIFI access

Course certificate

Image for: Atton Institute Certificate
Course Content

Course content

  • Call Centre definition, responsibilities, services, and tasks
  • Classification of Contact Centres and definition of their main Essentials
  • Critical structure and elements of Successful Call Centre Operations
  • Best management tools to run Call Centre seamlessly
  • Understanding the standards of Customer Service Excellence for a Contact Centre
  • Efficient tactics and norms to manage Internal and External Client Expectations
  • Call Centre operations as an Independent department and as Part of a Company
  • Must-have Equipment and Technologies for a contemporary Call Centre
  • Contact Centre Communication and Etiquette Essentials for maintaining Efficiency
  • Abilities and skills to handle challenging conversations, objections and complaints
  • HR Manager’s role, tasks, and responsibilities in Contact Centre Management
  • Training and Professional Development of new and existing employees
  • Call Centre Operational Costs Structure and solutions for Efficiency Optimization
  • Increasing overall Efficiency while keeping Customer Service quality in the Vision
  • Primary components of successful Management for Contact Centre Excellence
  • Aspect of Teamwork, Communication Skills and Interpersonal Skills in a Call Centre
  • Contact Centre Operational Efficiency: selecting the right Data and Metrics
  • Revising guidance and tips on how to implement the course learnings in Praxis
Participant insights

Participant insights

The course was highly beneficial for my job and career. This info will clearly give me the great support for my day-to-day tasks.
Muhammed A. (Senior Auditor)Auditing Company, Dubai.
What I have learned in the course was exactly what I was looking for. Highly clear and pragmatic with perfect guidelines on how to use it at my work.
Antony S. (Manager) Drilling Equipment Company, Abu Dhabi.
A very useful course that provided new insights in the customer behavior and definitely would help me with my communications with customers.
Mario A. (Business Owner) Boutique Shops, Dubai.
Great thanks – one of the best courses I have made.
Brian G. (Projects Coordinator) Events Management Company, Ras Al Khaimah.
Exciting and inspiring course. Helped me to see things differently and re-organize our customer service department.
Abbas H. (Company Manager) Project Engineering, Muscat.
Would really suggest the training to any professional who is in charge of customer care.
Jane A. (General Manager) Real Estate Company, Dubai.
The time spent at course was really enjoyable and useful. Easy to understand and I used part of knowledge the next day after training.
Samira K. (Sales Team) Car Rental, Abu Dhabi.
Was the real great overview on what I shall do to improve in the Customer Service in my business.
Syed H. (Company Owner) Data Storage Solutions, Dubai.
The info I received on the course is the surprise for me. Never though of such simple techniques which help to handle difficult customers conversations.
Gabriela H. (Manager) Call Center, Sharjah.
The training I have chosen was very useful and informative with a number of very useful points. Was well explained by the trainer.
Colin G. (General Manager) Safety Equipment, Riyadh.
The program was very explanatory and gave me a lot of points to re-think. Would sure make a difference to my work approach.
Gabriela Y. (Supervisor) Call Center, Kuwait.
Would recommend to my team members to attend the same course. It would positively help me to do my job better.
Udo C. ( Department Head) Heavy Machinery Maintenance, Abu Dhabi.
The time spent at the course was the excellent investment – a lot of useful and practical info. Exactly what I was looking for.
Idul R. (Supervisor Sales) Construction Materials, Umm Al Quwain.
It was great idea to join such training. Would be a definite backing in my career development. Thinking of taking more courses – on other subjects.
Cristina R. (Sales Coordinator) Retail Company, Dubai.
The training was a great mixture of information and practical aspects. The instructor was highly professional and the course was organized the excellent way.
Samaa J. (Projects Manager) IT Solutions, Oman.
I really liked the scope and the style of the training – very friendly, a lot of communication and highly informative.
Stefan L. (Client Relationships) Insurance Company, Doha.
It was a great idea to join such training. All members of our team shall complete it. A lot of new points and useful hints.
Burcu W. (Marketing Head) Corporate Banking, Abu Dhabi.
Was really pleased by the content of the course and qualifications of the instructors. Got a lot of useful points for my business.
Marty Z. (General Manager) Travel Company, Dubai.
Great trainer and perfect information materials. Was really worth to attend. A lot of insights and ideas on how to improve job performance.
Daniel D. (PR Officer) Private Hospital, Muscat.
As we were in the process of restructuring of our call center this training was just perfect for the time. Remarkable and valuable suggestions and solutions.
Joselito B. (Marketing Department) E-commerce, Dubai.
The course was very beneficial and practical for my duties. Handling complicated customers from now on would be easier. Great instructor. Perfect training venue.
Amira Z. (Sales Manager.) Designer Apparel, Abu Dhabi.
FAQ for Internal Part of the Courses:

FAQ

We use the best and latest educational praxis. All of our courses and trainings are designed using our unique Atton LPI Learning Methodology© which guarantees the delivery of extensive knowledge over a short time period with an easy-to-understand approach. All course materials are absolutely unique and are the combination of fundamental and systematic knowledge, practical studies and real-life implementation elements.

We deliver in our 3- to 5-days trainings knowledge and skills which are commonly delivered over a much longer period of time – thus truly saving our participants time and money.

Each course has a comprehensive description and content breakdown, which means you can easily check how a certain training may fit your expectations and requirements.

If your aim is to obtain the most wide-ranging overview in a certain area of expertise, we commonly suggest that you choose one of our popular trainings in the relevant category. The popular trainings cover the widest scope in each area and for this reason they are greatly valued by our participants.

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There are various payment options – cheque, cash, and bank transfer. It is essential to note that the earlier you register, the larger the applicable discount on your admission fee.

For details on the available discounts and special training admission fees, please see the section “Course fees and discounts” on the course page.

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Professional, up-to-date expertise is one of the most powerful elements of success in the modern business and career environment.

Our Courses and Trainings are highly useful for business owners, management and employees at all levels and provide, in a highly effective way, current and solid professional development qualifications and skills combined with practical real-life essentials.

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Each training is repeated a certain number of times over the year, and thus you have the option to choose the most suitable date for you. If you wish to benefit from the option of a course fee discount, be sure to register in advance.


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