call center training in pakistan

Call Center Training Course Outline
Module 1: Introduction to Call Center Operations
Overview of Call Center Industry

Role and Importance of Call Centers

Understanding Call Center KPIs (e.g., AHT, FCR, CSAT)

Call Center Software and Tools Overview (CRM, dialers, ticketing)

Module 2: Company and Product Knowledge
Company Mission, Vision, and Values

Product and Service Deep Dive

Frequently Asked Questions

Internal Resources and Knowledge Base Navigation

Module 3: Communication Skills
Verbal Communication Techniques (tone, clarity, pace)

Active Listening Skills

Empathy and Emotional Intelligence

Writing Professional Emails and Chat Messages (if applicable)

Module 4: Call Handling Process
Call Flow Overview (Greeting to Closure)

Proper Call Opening and Verification

Probing and Clarifying Customer Needs

Troubleshooting and Problem Solving

Handling Escalations and Difficult Customers

Call Wrap-up and After Call Work (ACW)

Module 5: Customer Service Excellence
Understanding Customer Expectations

Building Rapport with Customers

Managing Stress and Call Fatigue

Service Recovery Techniques

Module 6: Compliance and Security
Data Privacy and Security (GDPR, PCI-DSS, etc.)

Call Monitoring Policies

Company Policies and Code of Conduct

Legal Disclaimers and Consent Scripts

Module 7: Tools and Technology Training
CRM Systems Walkthrough

Knowledge Base Usage

Call Handling Software/Dialer Training

Chat/Email Platforms (if multichannel support)

Module 8: Performance and Quality
Quality Assurance Metrics

Feedback and Coaching Process

Self-Evaluation Techniques

Setting Personal Performance Goals

Module 9: Role-Playing and Live Practice
Simulated Calls and Scenarios

Peer-to-Peer Role Plays

Handling Common Call Types

Feedback and Debrief

Module 10: Assessment and Certification
Written Test (Product/Policy Knowledge)

Call Simulation Assessment

Trainer Feedback and Final Evaluation

Certification of Completion