Course Description:

A call center is an office that handles the questions and complaints of a business’ customers. There are two main types of call centers: inbound call centers and outbound call centers. Inbound call centers respond to incoming calls, an example being support requests from customers whereas outbound call centers contact potential customers to market their business’ products or services. This course is the first in a series of courses on working at a call center for beginners and it is intended for those who would like to work at an inbound call center. Therefore, it will cover concepts such as basic call center jargon and how the performance of a call center agent is evaluated. Learning objectives: – Learn the basic call center terminology – Learn the meaning of customer satisfaction survey – Learn how to calculate your customer satisfaction rating – Learn tips for getting a high score on the customer satisfaction survey – Learn seven factors that may reduce your customer satisfaction score

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