|
With a customer-specific approach, our training also imbibes a customized curriculum and focuses at on-the-job training along with comprehensive classroom sessions. Extensive expertise and training is provided in case of new account openings and clients are also invited for the same. All the requisite parameters are tested and sales and service skills are imparted to the trainees.
Soft skills focus on excellent communication that includes:
- Grammar knowledge, perfect spoken English, accent, comprehension and customer-service skills.
- Nurturing and maturing customer service into sales.
- Telephone skills, customer care, sales techniques. Proper control and command over the language.
- Handling irate/difficult customers which imbibes negotiation skills.
- Culture capsules, customs and traditions, legal issues.
- Encompassing team leadership qualities/techniques.
- Undergoing pre and post sales training that includes customized scripts.
Technical Skills
The technical skills include the knowledge of Office 2000 and computer basics, with sufficient and required familiarity with the Internet, E-mail and typing techniques. Customer Relationship Management (CRM) information is also imparted with technologies like CTI, ACD, IVR and Predictive Dialer.
The customer Care Specialists are also provided with appropriate and adequate time to listen to some of the best calls and to analyze them so as to be in a better position to service the customer.
Apart from all these, employees are acquainted with the actual call handling techniques in the call center by way of extensive mock-calls sessions.
|
|
