Call Center Skills & Telephone Etiquette

This course is designed to equip participants with the essential skills required to deliver professional and effective customer service in call center environments.
It focuses on communication techniques, telephone etiquette, customer handling, and managing different types of customer interactions.

• Improve telephone communication skills

• Apply call handling frameworks

• Maintain professional tone and etiquette

• Enhance customer interaction quality

• Introduction to Call Center Operations
• Role of a Call Center Representative
• Telephone Communication Skills
• Voice Tone & Professional Language
• Active Listening Techniques
• Handling Customer Inquiries
• Managing Difficult Customers
• Complaint Handling & Resolution
• Call Handling Process (Opening, Handling, Closing)
• Customer Satisfaction Techniques
• Time Management & Call Efficiency
• Practical Role Plays & Simulations

• Call center agents.
• Support staff.
• Customer service representatives.