Telecom Sector Skill Council
Course fee: 16.83 USD
Enrollment method: Direct Payment
Certificated Customer Care Executive(Call Center)
About the Course
Location:
Online
Type:
Certificate course
Language:
English
Give a rating Course rating: 5 stars.
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Certificated Customer Care Executive(Call Center)

Customer Care Executive in the Telecom industry is also known as Customer Service Representative/ Customer Service Associate / Customer Service Advisor / Customer Relationship Officers / Call Centre Executive

Brief Job Description: Individuals at this job provide customer service support to an organization by interacting with their customers over the phone. They also handle, follow and resolve customer’s queries, requests and complaints in a timely manner.

Personal Attributes: This job requires the individual to have good communication skills with a clear diction, ability to construct simple and sensible sentences; ability to comprehend simple English sentences; good problem solving skills and ability to approach problems logically; strong customer service focus; ability to work under pressure and active listening skills. The individual should also be willing and comfortable to work in shifts.

Course Overview: 

  • Ice Breaker/Meeting People, Significance of Help Desk, Telecom Industry overview, CRM Overview, Knowledge on Intranet tools & Telephony Applications, The Importance of the role Of CCE, Learning Principle, Segmentation Of Customers, Common Terms In Telecom & Contact centre, Product Offerings in Telecom, Work place Ergonomics
  • Basic working Knowledge of Computers, Knowledge of handling calls, Database fetching, CRM Understanding, Customer Service Department in a Telecom
  • Reading skills, Writing Skills, Comprehension skills, Oral Communication
  • Interactions Analytics, Handsets & generation of technology, Understanding pre paid & Post paid, Computer Navigation, Cellular Network, Customer Centricity, Problem Solving
  • Objection Handling During Interactions, Selling Skills
  • Product offerings in Telecom, ACD, VAS, Esclation Process, Honest Communication, Learning Principle, Work place Ergonomics
  • Call Quality Paremeters for Inbound, Knowledge of Computers, Database fetching, Knowledge of Cellular Network
  • Elements of Outbound Call, Importance elements during Call opening
  • Decision Making, Navigation Skills, Importance of Help Desk, Call Quality parameters, Esclation Process, Customer Retention, Professional Assertiveness
  • Telecom Technologies, Service Solutions
  • PRE-PAID-Life cycle, documentation& services, RANDOM REVISION, Hands On Listening
  • Managing Customer centricity through Quality Principles, Listening to recorded calls On Product Complaints followed by debrief role-play on objection/ complaint handling
  • Revisting the CRM, Debriefing, Complaince Parameter, Performance Analysis, Computer Knowledge
  • Role-play using a dummy CRM for log in using a unique id & password take a dummy call & wrap & close the call, Parameters for Performance
  • Comprehension Skills, Checkpoint 5 Topics Covered so far through Written & Viva, Handsets & generation of technology
  • Understanding pre paid & Post paid, Company Canvas, Building A service Attitude, Segmentation Of Customers, To record calls on selling
  • Process of selling & Interlinkages beween telephone ettiquette, listen & selling

Course Content:

Topic 1

Qualifications Pack_Customer Care Executive (Call Center)

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Assessment Critera_Customer Care Executive (Call Center)

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Short Module based on Assessment Assessment Critera

Customer Care Executive_TEL-N0100_Attend-Make customer calls

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PPT_CC_TEL-N0100_Attend-Make customer calls

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Topic 3

Customer Care Executive_TEL-N0101_Resolving customer query, request and complaint

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PPT_CC_TEL-N0101_Resolving customer query, request and complaint

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Topic 4

PPT_CC_TEL-N0102_Develop customer relationship

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Customer Care Executive_TEL-N0102_Develop customer relationship

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Topic 5

Customer Care Executive_TEL-N0103_Report and review

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PPT_CC_TEL-N0103_Report and review

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Topic 6

PPT_CC_TEL-N0104_Proactive selling

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Customer Care Executive_TEL-N0104_Proactive selling

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Topic 7

Customer Care Executive Certification Tips

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Customer Care Executive Revised

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Customer Care Executive Certification Tips_Attend-Make customer calls

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PPT_Customer Care Executive Certification Tips_Attend-Make customer calls

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Topic 8

Customer Care Executive Certification Tips_Develop customer relationship

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PPT_Customer Care Executive Certification Tips_Develop customer relationship

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Topic 9

Customer Care Executive Certification Tips_Resolving Customer Query, Request and Complaint

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PPT_Customer Care Executive Certification Tips_Resolving Customer Query, Request and Complaint

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Topic 10

Customer Care Executive Certification Tips_Proactive selling

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PPT_Customer Care Executive Certification Tips_Proactive selling

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Topic 11

Customer Care Executive Certification Tips_Report and review

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PPT_Customer Care Executive Certification Tips_Report and review

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