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KPIs / Metrics

All of our call center agents are equipped with:

  • Client Specific Training
  • Knowledge on our Key Performance Indicators
  • Call Handling and Service Knowledge
  • An ability to Understand Customer Needs
  • Telephone Skills and Telemarketing
Recurrent training and agent coaching is conducted to ensure continuous quality.

Training Modules

Some of the training modules we give to our agents include:

  • Customer Service and Caller needs
  • Courtesy
  • Team Leader coaching skills
  • What should not be told...
  • Customer Service Rules
  • Telemarketing tips
  • Proactive Customer Service
  • Essential Call Handling Skills
  • Be Positive!
  • Handling emotions for agents
  • Treating every Caller as a Welcome Guest
  • Understanding the irate caller
  • Internal Customer Service
  • Understanding the foreign accent
  • Don't be Rude!
  • Four Cs of Coaching skills
  • Five Forbidden Phrases
  • Six cardinal Rules of Customer Service
  • Telesales Tips from A to Z

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Inbound Call/Contact Center - Outbound Call/Contact Center
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