FZ LLC Level 14 Emaar Boulevard P.O.Box 5000012 Dubai, UAE
+ 971 (4) 368 0915
+ 971 (4) 455 8556

Call Centers

Our call centre academy provides a fully-fledged track that empowers your call centre agent to deliver excellent service. Our offering expands to include the following programs:

Call Center Certification

Call center certification helps Improve Capabilities of Call Center team in different Level, learning the art and science of call center management, honing tactical skills they can utilize every day, Jump-start center’s improvement initiatives. And, earn the industry’s most prestigious certificate.

Call Center Certification is designed to different levels in the Call Center

  • Call Center Managers
  • Call Center SupervisorsTeam Leader
  • Call Center Agent

Certified Call Center Supervisor

This certification course is designed to help supervisors gain confidence in supervising others by understanding what is Call Center Supervision and what areas they need to consider when leading people.  The program also explores several established frameworks of management which gives structure to any supervisory role. Participants will receive the below set of training

In floor People Management

  • Call Center KPIs and Analysis
  • Real-time Monitoring
  • Feedback and Coaching
  • Negotiation

Certified Call Center Manager

This certification course is designed to help managers gain a comprehensive skills and knowledge necessary to manage a center. The program also explores several established frameworks of management which gives structure to any managerial role. Participants will receive the below set of training

  • Call Center Operations and environment
  • Leadership & people management
  • Operations Efficiency
  • Problem Solving
  • Feedback and Coaching

What Really Matters for Effective Agents

During this program Agents will be able to learn “what really matters to become effective Agents”. Participants will receive the below set of training

  • Call Centre Best Practices
  • Empathy and Sympathy
  • Negotiation skills
  • Conflict Management
  • Working with angry customers
  • Outbound/ Inbound Tele-sales

 Call Center Best Practices

Call Centers are the core success of any service-oriented organization. This program identifies call center attitude problems and direct call center agents to develop a positive attitude towards customers and adhere to the call center best practices. Thy will be able to examine strategies that allows them to do more and achieve more with their customers. Also, they will be able to dive deep to understand the impact of first impressions, and to handle the customer concerns with passion.

Inbound Telesales

Inbound Telesales program is ideal for agents and team members who take orders and handle initial sales enquiries, this training program builds confidence and builds key communication skills to help develop customer experience and building rapport not just processing the transaction.

This program is designed to help participants

  • Understand employee and customer engagement – connecting people with their role and their customers
  • Effective call handling, lead capture and managing a call
  • Developing sales through service
  • improving customer satisfaction levels of those customers who order by telephone
  • Increasing average order value
  • representing the brand
  • Spotting opportunities

Outbound Telesales

Outbound Telesales program focuses on your inside sales team and their B2B new business generation activity. There’s a numerous of ways to contact prospects now, and the telephone remains a useful way to develop a relationship and make sales with prospects.

This program is designed to help participants

  • Think of effective approach and mindset when outbound calling
  • Approach prospects and get past the gatekeeper to introduce company product and service
  • Structure their calls to lead the call with confidence
  • Learn techniques that will transform sales – what your products & services will do for prospects and how to engage them in conversation about it

 Workforce Management

This is a comprehensive program that integrates all aspects of workforce management, covering the learning of the entire process – focusing not only at teaching techniques to improve forecasting and scheduling, but allows participants to practice those techniques with input from expert skill builders.

Workshop participants will understand what processes make up the foundation of an effective call center Workforce Management, they will practice work through realistic exercises to solve common forecasting, staffing, and scheduling challenges.

Call Calibration

Call calibration are extremely essential and relevant to the overall performance of a call center and should be performed on a regular basis.

During the session Participants will learn how to:

  • Use the key metrics that indicate process health
  • Closely track the call volumes and also listens to the calls to ensure call quality and accuracy of information and document feedback in a constructive manner and work with teams to improve call quality and other key metrics
  • Continuously upgrade the skills and knowledge of CSR with respect to latest Omantel products and service offerings
  • Identify opportunities for skill development on customer handling, product knowledge, IT awareness etc. to enhance their efficiency and effectiveness of customer management

Contact us today to discuss your requirements.

 

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