You are at SIESCEMRD : CEMRD-Reliance : Call Centre

Call Centre
A Call Centre is a unit that has adequate telecom facilities, trained consultants, access to worldwide databases and helps to provide information support to customers using the 24x7x365 paradigm. Typically a customer calls a number which is toll free, and is assisted by a consultant. The operator can access the databases and give the response. This is very useful feature in sales support, airline/hotel reservations, technical queries, bank accounts, client services, receivables, tele-marketing, market research, etc.

Advances made in telecom ensure that the person who is handling the call can be anywhere, provided that communication and interaction dimensions are handled properly. At times, call centres are set up for internal use also, especially in conglomerates where the demand of internal customers is very large. Technologically speaking, call centres have advanced in the last ten years. Earlier, it was just a labour intensive department trying to handle some customer queries. Now, it is a vital cog in the entire process of marketing and improving customer interaction. Unlike that of an airline reservation where the queries are generally simple and easy to handle the requirements of a technology customer support are different and need technical knowledge. A pre-requisite for any call handling person is extremely good customer relationship skills and command over language/accent.

Considering how important superior customer service is to the success of businesses today, it is amazing how little attention companies devote to it. Today’s businesses require customer service solutions with high standards of responsiveness, accuracy, availability and quality. These superior solutions also need to be cost effective due to the increasing investor focus on cost containment and profitability.

SIES-RELIANCE CALL CENTER TRAINING

SIES-CEMRD and Reliance Infostreams Pvt. Ltd. have joined hands in an endeavour to train candidates who want to be part of the lucrative call centre industry.

PROGRAM OBJECTIVES
  • Enhance participant's job prospects in the call centre industry both, as a full-time and part-time career.
  • Enhance overall personality and enable participants to deliver greater value.
  • Provide Participants with an opportunity to learn and acquire capabilities relevant to gain employment in this industry as a Call Centre Executive/Agent.

COURSE CONTENT

The program is divided into several interdependent modules, each of which focuses on different aspects required to enhance professional and interpersonal skills. It offers to bring about an all round development of the participant to successfully fulfil the growing expectations from the growing, exacting and competitive call centre industry.


MODULES:
1) Base module
  • Overview of telecom industry
  • Call centre basics
  • Introduction to the Mobile Phone Technology
2) Soft skills
  • Customer service orientation
  • Attitudinal Development
  • Communication
  • Personality Development
  • Proficiency in English & Hindi Language
  • Telephone Etiquettes
  • Call Handling
  • Voice Intonation & Modulation
  • Stress Management
3) Product Training
  Introduction to CDMA

Salient Features of Reliance India Mobile Services
 
Tariffs

  • Basic concepts and terminology
  • Tariff plans

Billing

  • Key concepts
  • Customer Life Cycle
  • RIM Bill
  • Call Charges
  • Systems used
  • Trouble Shooting

Network & Handset

  • Network concepts
  • Trouble shooting
  • FAQ's

R-World

  • Applications
  • Handset training
  • Trouble shooting
4) Basic Computer Training (optional)
  • Overview of computers
  • Introduction to MS-Office
  • Internet usage
METHODOLOGY
  • Lecture methods
  • Role plays
  • Presentations
  • Mock Call Sessions
  • Management Games
  • Syndicate Discussions
  • Audio/Video recordings and relays
  • Experiential exercises
Copyright © S.I.E.S. All rights reserved.
Designed and Developed by idlabs