Contact Center Online Courses STARTER PACK

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Contact Center Online Courses STARTER PACK

For many people, the term Contact Center relates to sales calls and telemarketers.  However there are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls. A contact center can provide customer support, information technology support, and much more. Ultimately resulting in the difference between gaining more customers and losing customers.

The Contact Center Online Courses Starter Pack will give participants insights into the contact center process, plus provide some of the basic tools that they can use to effectively assist your customer base.

See the description below for a layout of what material is covered by this Contact Center Online Courses Starter Pack.

Included in this course:

  • Online access to the Introduction to Sales Fundamentals Online Course, Customer Service Fundamentals Online Course, Contact Center Training Online Course, Workplace Diversity Online Course and the Telephone Etiquette Online Course
  • Quizzes & Grading for each module
  • Certificate of Completion when all modules have been passed

Once off payment for 3 months’ online access to all Contact Center Online Starter Pack courses!!

After purchasing this, you will receive login details to access the course within 48 hours of your purchase.

R399.00 R299.00

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Description

With the Affektiv Contact Center Online Courses Starter Pack, you will be given month to month via the Affektiv Online Learning Management System to the Introduction to Sales Fundamentals Online Course, Customer Service Fundamentals Online Course, Contact Center Training Online Course, Workplace Diversity Online Course as well as the Telephone Etiquette Online Course.  The courses consist of a number of modules which are made up of reading material, sample Excel files, videos, quizzes and games.

By the end of the Introduction to Sales Fundamentals Online Course you will have covered the following:

  • Module 1: Introduction To Sales
  • Module 2: Sales Terminology
  • Module 3: Sales Approaches
  • Module 4: Preparing For A Sales Opportunity
  • Module 5: Effective Pitching
  • Module 6: Objections & How To Handle Them
  • Module 7: Closing
  • Module 8: After-Sales
  • Module 9: Goal Setting
  • Module 10: Influence & Persuasion

By the end of the Customer Service Fundamentals Online Course you will have covered the following:

  • Module 1: Introduction to customer service
  • Module 2: Communication skills
  • Module 3: Face to Face Conversations
  • Module 4: Telephone Etiquette
  • Module 5: Active Listening
  • Module 6: Effective Questioning Techniques
  • Module 7: Dealing With Upset Customers
  • Module 8: Emotional Intelligence
  • Module 9: Dealing With Common Scenarios

By the end of the Contact Center Training Online Course you will have covered the following:

  • Module 1: Getting Started
  • Module 2: Understanding Negotiation
  • Module 3: Getting Prepared
  • Module 4: Laying the Groundwork
  • Module 5: Phase One — Exchanging Information
  • Module 6: Phase Two — Bargaining
  • Module 7: About Mutual Gain
  • Module 8: Phase Three — Closing
  • Module 9: Dealing with Difficult Issues
  • Module 10: Negotiating Outside the Boardroom
  • Module 11: Negotiating on Behalf of Someone Else
  • Module 12: Wrapping Up

By the end of the Workplace Diversity Online Course you will have covered the following:

  • Module 1: Getting Started
  • Module 2: Understanding Diversity
  • Module 3: Understanding Stereotypes
  • Module 4: Breaking Down the Barriers
  • Module 5: Verbal Communication Skills
  • Module 6: Non-Verbal Communication Skills
  • Module 7: Being Proactive
  • Module 8: Coping with Discrimination
  • Module 9: Dealing with Diversity Complaints as a Person
  • Module 10: Dealing with Diversity Complaints as a Manager
  • Module 11: Dealing with Diversity Complaints as an Organization
  • Module 12: Wrapping Up

By the end of the Telephone Etiquette Online Course you will have covered the following:

  • Module 1: Getting Started
  • Module 2: Aspects of Phone Etiquette
  • Module 3: Using Proper Phone Language
  • Module 4: Eliminate Phone Distractions
  • Module 5: Inbound Calls
  • Module 6: Outbound Calls
  • Module 7: Handling Rude or Angry Callers
  • Module 8: Handling Interoffice Calls
  • Module 9: Handling Voicemail Messages
  • Module 10: Methods of Training Employees
  • Module 11: Correcting Poor Telephone Etiquette
  • Module 12: Wrapping Up

Additional information

Access Period

Once off payment for 3 Months' Online Access to all Contact Center Online Starter Pack courses!!

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