Details
Seminar Objectives:
This 8 day program incorporates (4) unique Units (each of 2 days) – with each Unit working as a complete module that provides the Participants with important knowledge, skills and even inspiration to succeed in the Contact Centre environment.
In four individual units you will learn:
• Contact Centre Dynamics including terms, acronyms and definitions of success - so that these new Employees understand the industry that they are entering
• Common Contact Centre KPIs, what they mean and how the Frontline role is involved in delivering results
• Service Skills for voice-based conversations
• Managing Difficult Situations for voice-based conversations
• Understanding Customer Experience and their role in Customer Experience
• Environment simulation - what's good and what's to be expected working in a Contact Centre
After successful completion of this program we will get you in touch with potential employers for your interview. Your success will be our success.
Joining the OmniTouch International Team is not easy – to become a member of our management group, an individual must bring more than 15 years of Corporate or Governmental experience in Service/Sales management, Contact Centre management or Research management. This stringent recruitment and hiring approach has resulted in a veritable think tank of service experts, complemented by a panel of doctoral level Research Advisors based in both Boston and Singapore.
Our network – your advantage
When it comes to managing multi-country Training & Certification allow us to ensure that wherever your people are based, they can access uniform training competencies and unparalleled levels of delivery.
When it comes to managing regional or global Mystery Shopper Research or Customer Survey Research, our affiliation with the Mystery Shopper Providers Association connects us into a global network of the world’s leading Mystery Shopper providers.
In Singapore and Kuala Lumpur, our centralized Centre of Service Excellence serves as the ‘flight controller’ for our regional and global programs, ensuring quality control, cost effectiveness and a single point of contact for Client service. ...