WORLD OF CALL CENTRE
Agents will learn to: Describe the current call center profession and its many career possibilities. Describe the various types of call centers and their purposes. Outline the eight basic operational functions of a call center. Identify the most common call center performance measures and how it impacts individuals expectations. Identity the single most important actions agents can take to contribute to call center operations in a positive way.
Agents will learn to: Identify sales opportunities in the everyday service environment. Identify up-sell opportunities at the end of a regular sales transaction. Overcome fear and reluctance to making the additional offer. Position every sale from the customer’s perspective. Select the right words to support a “relationship selling” interaction.
Agents will learn: Best practices for email etiquette. How to use punctuation appropriately. How to choose the right word. How to structure an email for ease of reading.
Agents will learn to: Identify the impact each individual can have on customer satisfaction. Calculate the long-term value of a customer interaction. Identify opportunities where added effort can make the biggest difference. Identify the top five most significant areas that can affect the customer’s perception of service. Quantify the workload and occupancy implications of plus/minus one person.
FIVE THINGS WE DO BEST
PGC is a private compoany (pty) in the Republic of South Africa as an IT management service provisioning entity and was estabilished in 2003 as STM e-Solutions. It then changed its name in 2013 when we renamed to Protea Glen College (PGC) has in the past procured tracking equipment for the Marine & Coastal Management division of the Department of Environmental Affairs and Tourism, from Vemco Ltd in Canada.READ MORE
Developing quality, user-friendly Information Technology solutions to improve on information acquisition, storage and communication..
Offering best training facility for all South African Citizens especially the, local based individuals (sowetans) .READ MORE