Develop call center skills

Why Attend

Welcome to the "Develop Call Center Skills" training program, designed by Global Horizon Training Center. This program aims to equip participants with the essential skills and knowledge required to excel in a call center environment. By providing comprehensive training in effective communication, customer service, problem-solving, and technical proficiency, we aim to enhance the capabilities of call center professionals and improve overall customer satisfaction.

Overview

Course Outline

Schedule & Fees

Course Methodology

Instructor-led training that uses interactive learning methods, including class discussion, small group activities, and role-playing

Course Objectives

Develop effective communication skills to interact confidently and professionally with customers.; Enhance customer service abilities to ensure high levels of customer satisfaction and loyalty.; Strengthen problem-solving skills to efficiently resolve customer inquiries and complaints.; Improve technical proficiency in utilizing call center tools, software, and systems.; Foster a positive attitude and resilience to handle challenging situations in a call center setting.

Target Audience

This training program is suitable for both new and experienced call center professionals who wish to enhance their skills and excel in their roles. It is also beneficial for customer service representatives, team leaders, supervisors, and managers who oversee call center operations. Overview of call center operations and industry trends; Importance of effective communication in a call center; Active listening techniques for better customer engagement; Introduction to customer service best practices

Target Competencies

n/a

Day 1:

Introduction to Call Center Skills

Overview of call center operations and industry trends
Importance of effective communication in a call center
Active listening techniques for better customer engagement
Introduction to customer service best practices

Day 2:

Enhancing Customer Service Skills

Understanding customer needs and expectations
Building rapport and empathy with customers
Dealing with difficult customers and complaints
Handling customer objections and providing solutions

Day 3:

Problem-Solving and Decision-Making

Problem-solving techniques for call center scenarios
Analyzing customer issues and identifying root causes
Developing effective decision-making skills
Implementing problem resolution strategies

Day 4:

Technical Proficiency in Call Center Tools

Overview of call center software and systems
Efficient utilization of customer relationship management (CRM) tools
Utilizing call scripts and knowledge bases effectively
Managing multiple communication channels (phone, email, chat)

Day 5:

Developing Resilience and Continuous Improvement

Developing a positive attitude and resilience in a call center environment
Stress management techniques for call center professionals
Continuous improvement strategies for personal and team development
Action planning for implementing learned skills in the workplace

$3875

Doha

Country: Quatar

Duration: One week

Date: 20–24 Oct 2025

$4475

Stavanger

Develop call center skills

Overview

Course Outline

Schedule & Fees

Course Methodology

Course Objectives

Target Audience

Target Competencies

$3875

Country: Quatar

Duration: One week

Date: 20–24 Oct 2025

$4475

Country: Norway

Duration: One week

Date: 09–13 Mar 2026