Call Centre Representative
JOB PROGRAM
Prepares to enter into the world of IT with immense knowledge and with practical hands-on tools and techniques used
PROGRAM NAME
Call Centre Representative
Receive the most practical and job-oriented training
PROGRAM DURATION
40 hours
Understand the position of IT throughout the project life cycle
MODE OF INSTRUCTION
Online/In-Class
Receive in the classroom or live instructor-led online training
Program Overview
Call Center Representative Job Program
JUSTWIN offers highly interactive and highly rated contact center instruction for customer care professionals. This course emphasizes the importance of portraying a professional image, developing good communication skills and listening techniques. Our Call Center Representative training reflects the most current best practices and research. This customer service training introduces entry-level customer service representatives to the fundamental principles and techniques required to deliver excellent services to their clients. Each participant is put through the paces in this hands-on course, with
self-assurance and condence-building as instructional objectives. Dealing with customers over the phone is a highly valuable skills to have in any professional’s skill-set, and Call Centre Training will help develop and improve those skills for both newbies and experienced employees. This course will help you enhance your phone skills which will make you more condent, increase sales, and help acquire new clients while retaining your existing customers.
AFTER SUCCESSFUL COMPLETION, YOU WILL:
- The key roles and responsibilities of a customer care representative in a company
- How to open, transfer and close a call to make the conversation best with Role Play Sessions
- A clear outline of standard operating procedures and policies of a call center
- Effective techniques to handle angry callers and Understanding the denial mechanism to say NO to customers
- Present yourself with high value and crack interview in first instance when you will attend our In House – Apply for JOBS Session
- Discuss the impact of emerging technologies in cloud computing
- Create a high-level architecture diagram for a cloud adoption
We are conveniently located to provide Call Center Representative Training in Brampton, Mississauga, Toronto, and Scarborough area.
Call Center Representative training in Brampton, Scarborough, Toronto, and Mississauga can help you how to avoid problems when delivering solutions or services to customers.
All Our Programs Include
Mock Interview Sessions
Our HR advisors will conduct 10 mock interview sessions during the training period on a weekly basis that will give students an opportunity to practice for job interviews. We prepare students according to the current industry trends so that can get interview ready. Students learn how to answer difficult questions, improve communication skills and develop interview strategies.
On the Job Support
We provide on-the-job support to students at no extra cost. Students can contact us anytime and any day even after finishing their training at Justwin IT Solutions. To improve skills and deliverables you can always ask for assistance. If you are stuck at any point while at your job Justwin IT Solutions experts are just a call away.
End to End Live Projects
At Justwin IT Solutions, students will get hands-on experience by working on live projects using technical tools in real-time. Instead of going through PowerPoint slides, working on real projects will make them more confident and expert in the respective field. Students have a group discussions about the projects with other student groups as well as their trainers.
Professional Resume Preparation
Our experts will not only assist you with job interviews but will also help you to build a perfect resume according to your experience and the work you have done while training. Our team also help students to optimize their LinkedIn and git hub profile so that they can become prepared and successfully approach the job market.
Program Curriculum
- Foundation to Call Centre Environment and Structure
- Roles & Responsibilities of Call Centre Representative
- Essentials of effective Customer Service Techniques
- Commit Yourself to Providing Excellent Customer Service
- Developing a customer-focused attitude
- Recognizing and addressing customers’ needs
- Applying ethics and values to customer service
- Interview Preparation
- Resume Guidance
- Market Guidance
- Professional greetings and manner that conveys respect and caring
- Opening Call: Greet; Understand Needs; Confirmation; Assurance & Support
- Transfer Call: Identify; Hot/Cold Transfer; Escalation Paths
- Closing Call: Confirming customer satisfaction; Documentation; Exercise of writing notes (documentation) during/after the call; Monitor and track; Following-up after the call
- Documentation: During and After Call Notes; and email correspondence
- Mock Interview Preparation
- Resume Review with HR Director
- Market Guidance
- KPI – Key Performance Indicators for Call Centre
- Understand difference between Hot/Cold Call Transfer
- Understand the fact of escalation
- Matching company services and products to customer needs
- How to research right answers from given Tools
- Mock Interview Session One on One
- Resume Review with Human Resources Department
- Market Guidance
- Difficult customer characteristics and tactics to work with them
- Techniques to manage customer anger
- Positive and negative trigger phrases
- Steps in professionally saying no to a customer
- Handoff procedure in escalating a call
- Four types of questions used to maintain call control
- Setting and managing customer expectations
- Cooling down challenging situations
- Real world scenarios in role play sessions
- Interview Preparation
- Finalizing Resume
- Quick Mock Interviews
- Job Application Support
What You Will Receive
Program Outcome
Who Should Attend
This program is genuinely built for graduates who want to excel in IT as a specialty with Call Center Representative. This will open up doors for them into a new job era.
- If you are looking for CUSTOMER SERVICE – CALL CENTER job but unable to get an interview call due to no Canadian Experience
- If you are looking for a complete end to end Training program that can land you on Job.
- Are you fluent in English but working on ODD/Labour jobs and dreaming to start career in Call Centre in a Professional Office Environment
- Applied for tremendous jobs but never got interview call
- Not sure what the Customer Service Representative role involves and want to know more.
- Looking forward to get right directions and professional training to increase chance of getting a job
Opportunities
There is a high demand for Call Center Representative who can can commit to provide excellent customer service that help companies reach their goals. Becoming a Customer Representative means launching a career full of opportunity on the leading edge of innovation.
- Customer Service Representative
- Contact Center Manager
- Customer Relationship Manager
- Call Center Quality Coach
Program Schedules
Program Details
PROGRAM OVERVIEW – WHY SHOULD I TAKE THIS PROGRAM?
Why Should I enroll?
With the growing number of industries, Call Center Representative is becoming more and more important and the number of job opportunities is also increasing steadily. There has been a growing demand for certified professionals over the last few years. This program is designed in such a way that you can easily secure a job in this growing field.
What jobs will this program prepare me for?
Even in a time of worldwide economic slowdown, the software industry is growing which means that there are jobs waiting for you. This program will qualify you as a Call Center representative in any industry as Call Support has become a critical part of industrial development.
How do Justwin IT solutions can help me with the recruitment process?
At Justwin IT Solutions, we start preparing you for the interviews from day one of your training starts. Our HR department will be inviting you for the mock interview sessions every week. Also, we provide end-to-end support to get you a job in your field. We help you find out how to make your application stand out from the crowd. Justwin IT Solutions is the only institute that is in direct partnership with Canada’s leading IT recruitment firm www.jobsmont.com which will help line up interviews directly with the client.
How many mock interview sessions are there?
Our HR generalists will conduct 10 mock interview sessions during the training period on a weekly basis that will give students an opportunity to practice for job interviews. We prepare students according to the current industry trends so that can get interview ready.
Will I be working on any live projects?
Yes, you will get to work on up to two to three live projects covering banking, retail, and other important domains during the training period. Working on live projects will help you get hands-on experience and gain expertise in the respective field.
Will I get assignments to work on during weekdays?
Yes, students will get assignments to work on every week. You will receive an email from your trainer containing the assignment, Study material and agenda for the upcoming week.
Will there be any support during weekdays to do the assignments?
Yes, you will get support during weekdays and weekends too. Students will get direct contact details of their instructor whom they can contact via call/email within business hours to ask any kind of question or concerns during the weekdays about their assignments.
Will I get chance to work on tools having hands-on practice?
Yes, you will get to work with the most advanced tools available in the market. Students will have to install them in their system so that they can work using these tools anytime. Students must have a compatible system so that they can learn more efficiently.
Will I get any help if I get stuck at the job?
Justwin IT Solutions provide on the job support. Students can contact our consulting department during business hours even after completion of the program at Justwin IT Solutions. If you are stuck at any point while at your job, Justwin IT Solutions experts are just a call away!
Do you bound me any contract or ask for commission after getting the job?
No, Justwin IT Solutions never bounds you in any type of legal contract. This is what makes us standout from other organizations. We do not charge any commissions or salary cut once you get a job.
Do you charge anything for resume preparation?
No, we do not charge anything for resume preparation. All the services like resume preparation, 10 mock interview sessions, job assistance and on-job support are free of cost. Our CHRP (Certified Human Resources Professionals) consultants also help students in every possible way so that they can become prepared and successfully approach the job market.
Can I attend sessions online if I’m at different location?
Absolutely, Justwin IT Solutions provide both offline as well as live online classes. You will be able to attend class regardless of location. All our sessions are Live sessions. There are not recorded sessions. Each session is Live Instructor-Led training and equipped with ultra-high-definition cameras and noise-cancelling microphones. Where you will get a feel as you are sitting in the classroom.
How to reserve seat for the upcoming batch?
You can easily reserve your seat for the upcoming batch by filling an enrollment form and paying the program fee. After paying the fee you will a confirmation note containing your enrollment details.
What is the prerequisite for the programs?
No prior experience required to enroll in these programs. Students comfortable with basic computer skills and system management can register for these programs. Graduates from High School can also consider enrolling in the programs listed.
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