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Contact Centre Agent Training

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Onsite Training?

We can come to you - wherever you are with work- shops and training sessions tailored to your specific needs.

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This course has been designed and adapted for a number of DCM's clients that run contact-centres to handle incoming calls to the company. Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service. They are constantly encouraged to look through the eyes of the customer and, by means of a series of role-plays are able to understand and implement a series of measures to ensure that their business is always seen in the best light.

DCM can develop customised solutions or deliver off-the-shelf courses in-house for your team. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

Get Answers to Your Questions in the Contact Centre Agent Course Brochure. The brochure contains: Course Format; Trainer Profiles; Testimonials; Course Syllabus; Full 2017 Timetable & Course Fee.

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What's Inside the Brochure?
  • Full course outline
  • Training Centres (5 Locations)
  • Fee and 2017 Timetable
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Outcomes:

  • Greater confidence when taking incoming calls
  • Telephone 'etiquette' when answering, holding or transferring calls
  • Understand the importance of customer care in relation to incoming calls
  • How to handle complaints in a positive way Agreeing best practice methods
  • Agreeing best practice methods

What is covered on this course?


  • Professional Customer Service Explained

    10 Commandments of Good Business; Effective Communication Explained; Effective Customer Communication Skills; Using Emotional Intelligence

  • Preparing for the Next Call

    Manage Inbound Calls; Transferring Calls; Placing Clients on Hold; Phone Call Planning

  • Managing Angry Clients

    Benefits of handling dissatisfaction well – customer research; How to respond positively – not react negatively (telephone); How to plan the conversation; How to construct the conversation

  • Powerful Questioning Techniques

    Questioning Techniques Explained; Effective Questioning Techniques; Open and Closed Ended Questions; Clarifying Statements; Staying in Control of the Call; Arranging Call Backs; Avoid Saying Too Much; Getting to the Point Quickly; Things to Avoid

  • Listening to Customers

    Benefits of showing customers we are listening and not just hearing; How to show people you are listening to them; How to deliver a “listening to you” response; Practice listening sessions

How does it Work?

Onsite Training is when we come to you to provide training on your premises or at a location of your choice. Not only will we run the course at a time and venue that suits you, we will also develop a unique programme particular to the developmental, cultural and business requirements of your company.

What's Involved?


Step 1 | After initial discussions, you meet with our training specialist. Here you both work together to design and sculpt a more comprehensive programme outline.

Step 2 | From this outline, a course is designed which addresses your exact needs. Sometimes this involves a completely new course designed from scratch, this depends on your needs.

Step 3 | Once you're happy with everything, the trainer will deliver the course at a venue of your choice on a date that suits.

Step 4 | Once complete, feedback will be gathered from delegates to ascertain the ‘true’ impact. And finally a report will be compiled for you outlining outcomes alongside your stated objectives.

Get a tailored training quote for your Call Centre Agent Training today Click Here

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Location Date Max Attendee Registered
(so far)
Booking
Dublin | Training Centre 28 April 2016 14 14 Fully Booked
Dublin | Training Centre 15 June 2016 14 14 Fully Booked
Dublin | Training Centre 12 October 2016 14 14 Fully Booked

Get the Full Course Brochure & 2017 Timetable Instantly

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What's Inside the Brochure?
  • Full course outline
  • Career opportunities and trends
  • Fee's and 2017 Timetable

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Scrummaster Onsite Training Guide

  • Full details of the course

  • Case studies companies we've worked with

  • Our onsite trainer profiles

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Download the 2014 Debt Collection Course schedule instantly

  • Nationwide locations and venues for 2014

  • Areas include | Dublin, Cork, Galway, Limerick, Meath and many other counties

  • Onsite training is also an option

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Contact Centre Agent Training

How can we help?

Thanks for getting in touch.

All of our team are currently busy with customers, so please leave your email address and we will get back to you within 10 minutes.

We promise :)