Manage In-bound and/or Outbound Calls - New Oaks College

Course Overview

In this course, students will learn how to manage inbound and outbound calls in a contact center environment. They will gain the skills to follow standard operating procedures when answering, redirecting, and screening calls. Additionally, students will learn to handle calls related to marketing campaigns, record call results, and process outgoing calls. The course also covers conducting telemarketing campaigns, managing follow-ups with customers, and ensuring customer needs are met during sales transactions. Lastly, students will understand how to escalate issues appropriately when necessary.

Course Content

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Module 1 5 Lessons | 1 Quiz

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Module Content

0% Complete 0/5 Steps

1.1: Process Incoming Calls

1.2: Answering the Telephone According to Standard Operating Procedures

1.3: Redirecting a Call

1.4: Screen Calls as per Standard Operating Procedures

1.5: Taking Messages and Transmitting it According to Organisational Requirements

Manage In-bound and/or Outbound Calls Quiz 1

Module 2 4 Lessons | 1 Quiz

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Module Content

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2.1: Respond to In-bound Calls Relating to Marketing Campaigns in a Contact Centre

2.4: Analyse Information to Determine Any Escalations to Other Parties

2.2: Document, Record and Capture Inbound Call Results Relating to a Marketing Campaign

2.3: Verify Information According to Service Standard Practices

Manage In-bound and/or Outbound Calls Quiz 2

Module 3 4 Lessons | 1 Quiz

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Module Content

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3.1: Process Outgoing Calls

3.2: Obtain and Prepare Information and Documentation for the Call

3.3: State the Purpose of the Call According to Organisational Procedures

3.4: Record Resulting Actions From Calls

Manage In-bound and/or Outbound Calls Quiz 3

Module 4 7 Lessons | 1 Quiz

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Module Content

0% Complete 0/7 Steps

4.1: Conduct Outbound Telemarketing Campaigns from a Contact Centre

4.2: Prepare Campaign Information to be Communicated to Customers

4.3: Describe Details of the Campaign Information to be Conveyed to Customers

4.4: Process Campaign Enquiries and/or The Provision of Products and Services

4.5: Record Results of Out-bound Telemarketing Campaigns

4.6: Conclude Sales Transactions within Company Specific Timeframes

4.7: Ensure That the Sales Transaction is Consistent with the Customer’s Requirements

Manage In-bound and/or Outbound Calls Quiz 4

Module 5 3 Lessons | 1 Quiz

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Module Content

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5.1: Provide Follow Up to Customer’s Requests

5.2: Ensure That Follow-up Procedures are Consistent with Customer Requirements

5.3: Inform Customers of Any Escalation Situations

Manage In-bound and/or Outbound Calls Quiz 5

About Instructor

Rhens Training Institute

12 Courses