A call center is a central location where customer service representatives handle inbound and outbound calls from customers. This course will
teach students the fundamental principles of call center operations, including call handling, call routing, and call monitoring. Students will learn
how to use call center software and tools to manage customer interactions and provide effective customer service. The course will also cover call
center metrics and performance management, which involves measuring call center performance and using data to improve call center

Course Duration

14 Hours – (2 Days) 

Course Outline

  • Introduction to Call Centre Operations
  • Call Handling and Call Routing
  • Call Centre Software and Tools
  • Effective Communication in Call Centre
  • Call Monitoring and Quality Assurance
  • Call Centre Metrics and Performance Management
  • Call Centre Reporting and Analysis
  • Call Centre Best Practices