Call Centre Basics Programme - Smollan Call Centre
5 Sessions
41 Actions
38 Minutes
About
Tagline
"Excellence is not a skill, it’s an attitude." – Ralph Marston
Description
Welcome to the Smollan Call Centre Basics Programme!
Your role is more than just answering calls—it’s about creating exceptional customer experiences across multiple communication channels. This programme is designed to equip you with the skills, knowledge, and confidence to excel in your role and represent Smollan with pride.
What You’ll Learn:
- ✅ How call centres work & their role in BPO.
- ✅ Key tools & systems (CRM, Omnichannel, Knowledge Base).
- ✅ Service levels & performance metrics (ASA, AHT, CSAT, FCR).
- ✅ Essential call centre skills (active listening, empathy, clear communication).
- ✅ How your performance is evaluated (QA process & feedback).
Why Does this Programme Matter?
Every customer contact is a brand moment. You don’t just handle queries—you shape perceptions and create experiences.
Click NEXT to begin your journey to excellence! 🚀
About the Author
Smollan People Development Team
Content
Session 1
The Call Centre World
Session 2
Mastering Core Skills
Session 3
Expectations, Service Levels & Evaluations
Session 4
Wrap Up & Feedback
Session 5
Assessment