Call Center Agent Training

Total Classes: 12 | Program Duration: 4-6 weeks | Course Fee: BDT 3,000/= each


Class 1
Service orientation (Service Excellence) - What is Service? - Importance of Service (in Bangladesh) - Service through call center - Challenges delivering service over phone - Service on world context

Class 2
Call center orientation - Introduction of call center/Job nature & Definition - Types of call centre - Basic requirements for call centre job - Call centre operations - Do’s and Don’ts on call centre - Call centre environment (audio visual presentation) - Call center Glossary

Class 3
Call handling technique (call center etiquette excellence) voice makeover. Call center agents can be the first and only contact point for customers and are therefore often the face of a company. Every positive interaction a customer has with a company can turn them into a loyal customer and evangelist. Thus, positive interactions with well-trained agent will increase customer lifetime value and brand awareness. Apart from providing call center agents with an intuitive and easy-to-use call center software, giving them the proper training to treat every customer with courtesy and grace is extremely important. Therefore in this session Call Center Etiquette Excellence will be highlighted.

Class 4 & 5
Corporate Grooming and Sales Technique.

Class 6
Attitude = 100% - (Politeness, supportive, eagerness to help, best practice sharing, problem solving, patience, collaboration, timeliness, discipline, adherence to rules & regulations, humble (down to earth), NO superiority complexity, flexibility, work under pressure, can do attitude, pro-active, creativity…)

Class 7
Power of ONE

Class 8
Key Performance Indicators (KPIs) description - Detail discussion on KPIs - Meaning of every KPI - Importance of KPI

Class 9
Call center Systems orientation - Call Center Technology IP based & others…. - Intro on call center Software & hardware - ACD - CRM - WFM glimpse - CTI

Class 10
Problem solving - Problem Identification - Analyze based on given process (fact) - Root cause analysis - Understanding the importance of problem & escalate - Customer impact due to ‘problem’ - Finding out the relevant stakeholders (for solving) - Capturing Insight - Give feedback to the customer (yes/no) with a deadline

Class 11
Prospect/future open discussion with some specific goals

Class 12
Mock Interview Individual mock interview 15minutes each