Cold Calling for Contact Centre Professionals | Understand BPO Working Practices
Master the art of cold calling and gain a strong foundation in BPO and contact centre operations. This course is ideal for anyone working in customer support, telesales, or looking to grow within a contact centre environment.
What is the Course About
This course provides a practical introduction to cold calling and contact centre procedures within a BPO environment. Learn how to communicate effectively, handle objections, and improve customer engagement over the phone. Through roleplays, real-life examples, and expert guidance, you’ll gain essential skills to thrive in fast-paced BPO contact centres.
Skills You’ll Gain from this Course
- Build confidence and clarity in cold calling
- Understand key BPO and contact centre workflows
- Overcome objections and close calls effectively
- Improve active listening and rapport-building techniques
- Learn professional telephone etiquette
- Track performance metrics and manage call outcomes
- Enhance customer satisfaction through effective communication
Who Should Enrol
- Aspiring contact centre agents and customer service professionals
- New hires in BPO environments
- Sales agents looking to improve cold calling performance
- Office support staff transitioning to customer-facing roles
- Supervisors wanting to upskill their teams in communication techniques
Overview
The aim of this unit standard is to equip learners with knowledge and skills to develop and improve customer relationships and the delivery of successful, good customer service while operating in a Contact Centre and BPO environment.
Description
The aim of this unit standard is to equip learners with the comprehensive knowledge and practical skills necessary to develop and enhance customer relationships. By focusing on effective communication strategies and customer interaction techniques, learners will be able to provide exemplary customer service while operating in a Contact Centre and BPO (Business Process Outsourcing) environment. This unit will cover various aspects of customer service, including understanding customer needs, managing customer expectations, and resolving issues efficiently and professionally. Through this unit, learners will gain the ability to foster long-lasting, positive relationships with customers, contributing to increased customer satisfaction and loyalty. This, in turn, will lead to improved performance and success for both the individual and the organisation within the highly competitive Contact Centre and BPO industry.
- Different types of Contact Centre and BPOs are described with examples
- Organisational aims and objectives of a Contact Centre and BPO are explained in their own context in terms of implications for self, customer, and employer
- A Service Level Agreement (SLA) is explained in terms of its purpose in a Contact Centre and BPO environment
- Guidelines regulating the operations of a Contact Centre and BPO are explained in their own work context
- The customer care procedures used in a Contact Centre and BPO environment are described with examples
- Common communication techniques used in a Contact Centre and BPO environment are explained focusing on how these are adapted and applied to suit the needs of a variety of customers
- Customer needs are identified within organisational specified timeframes through questioning and active listening techniques
- Customer needs are identified within organisational specified timeframes through questioning and active listening techniques
- Techniques used in a Contact Centre and BPO environment to monitor customer service satisfaction/dissatisfaction are described
- Methods used to audit working practices in a Contact Centre and BPO environment are listed and described with examples
- Customer needs are responded to in accordance with industry specific responses
- The implications of customer satisfaction and/or dissatisfaction are explained in relation to service delivery
- Teamwork and related issues that can affect customer service delivery are explained within the context of own role within own control and outside own control
- Own performance is appraised in relation to set personal performance targets and own responsibilities and improvements that can be made are identified
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
