Process Incoming and Outgoing Calls - New Oaks College

Course Overview

In this course, students will learn how to manage both incoming and outgoing telephone calls professionally. They’ll understand the essential principles of telephone etiquette and the effective use of communication and listening techniques. Students will also learn call center procedures, from handling customers to managing call center performance. The course emphasizes using desktop tools and automated systems for efficient call management. Ultimately, it equips learners with the skills needed to excel in administrative roles and enhance customer service performance.

Course Content

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Module 1 10 Lessons | 1 Quiz

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Module Content

0% Complete 0/10 Steps

1.1: Employ Effective Telephone Etiquette, Practices and Procedures

1.2: Telephone Etiquette Principles

1.3: Handle and Process Callers on The Telephone (Operational Standards)

1.4: Contact Centre Practices and Procedures

1.5: Hiring and Selection

1.6: Workforce Management

1.7: Call (Contact) Handling Process

1.8: Quality Listening Process

1.9: The Fulfilment Process

1.10: Change Deployment Process

Process Incoming and Outgoing Calls Quiz 1

Module 2 9 Lessons | 1 Quiz

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Module Content

0% Complete 0/9 Steps

2.1: Call Centre Performance Management Process

2.2: Desktop Tools Process

2.3: Infrastructure Process

2.4: Automated Contacts Process

2.5: Process Tools

2.6: Contact Centre Business Requirements

2.7: Industry Specific Products and Services

2.8: Customer Service Principles

2.9: Communication and Listening Techniques and Methods

Process Incoming and Outgoing Calls Quiz 2

About Instructor

Rhens Training Institute

12 Courses