Call Centre Training Manual

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call Centre Training Manual September 24, 2008. call Centre Training Manual iNVATERRA. Private & Confidential 1. call Centre Training Manual September 24, 2008. Table of Contents Section I 3. Section II Training 4. Section III Customer Service Training [Basic] ........................................ ...................................... 5. Section IV Customer Service Training [Advanced] ........................................ .............................. 6. Section V Telesales 7. Section V US Accent Training ........................................ ........................................ ...................... 9. Section VI British Accent Training .

Sep 24, 2008 · Inbound Calls Outbound Calls ... Making the most of your voice Building rapport Telephone etiquettes Active listening and questioning skills ... probes, and the understanding of when they are most apt to progress a conversation.

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