Call Centre

World Language Lab (India) Pvt. Ltd.
Banglore, Karnataka, India

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Call center is an IT enabled industry that handles customer relationship management for its clients. It offers an interactive platform using internet and voice based facilities to provide information and support to a customer / client and operates round the clock 24/7

Training - Method

The training program is modular and customized in line with customer-specific business needs.

Some of the parameters considered for course design:

Ø Orientation - Survey vs. tech support

Ø Emphasis - Whether voice intensive

Ø Caller Profile - Corporate vs. Individual

Ø Geographical Market - US, UK, Australia and more

Ø Specialist trainers - Phonetics, native accent trainers

Customized training programs are based on client inputs such as.

Ø Relevant and contextual information.

Ø Call recordings.

Ø Product/service details.

Ø Customer profile.

Ø Call scripts.

Ø Company policies.

Ø Specific glossary.

Ø Call evaluation parameters.

Training - Pre-Process Training

Before candidates get on to the floor, WLL ensures they are groomed and ready for a successful start. The training covers:

Ø English skills.

Ø Accent neutralization.

Ø Communication skills.

Ø Cross culture training.

Some of the main focus areas of the training:

Attitude Barriers
Where inputs are given on the right attitude to succeed, stress management, time management and team building. Along with quality awareness, attitudinal training enhances and contributes to the adjustment and functioning of trainees.

Phonetics and Language
English usage, fluency, clarity, appropriate pronunciation and sentence structure that are most appropriate for needed functions are taught. Idioms, phrases, figures of speech and phraseology are covered. Correct articulation, comprehension and conversation in English are given special focus. Written skills such as e-mail, summary of call details, reports, etc. are also part of the course.

Culture
Trainees are exposed to the foreign way of life - this includes government, social and business etiquette, holidays, music, sports, history sessions and weather etc. A clear understanding of the native customer, culture, lifestyle and socio- political structure serves to help trainees identify the customer and respond accordingly.

...''

Phone:91-80-41638972 / 41638973 / 41638974 / 41638975

School Address:

# 1057, Banasawadi Main Road. Banasawadi, Bangalore ‿India.

Jobs & Resumes: Banglore
Houses & Roommates: Banglore

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