The call centre is a high pressure, reactive environment creating many daily challenges. To be able to cope and succeed, call centre staff must be able to deal with the customers and at the same time stay motivated.

AGENT SKILLS
• Inbound and outbound agents customer skills
• Understanding key performance indicators (k.p.i’s)
• Managing the customer including: questioning; active listening; empathy skills
• Telephone control skills including:managing talk time; abandonment rates;
• closing the call effectively

TEAM LEADER/ SUPERVISOR SKILLS
• Building a high performing team including: team dynamics; understanding
• conflict; the 10 point team profile – ‘10tpf’
• Motivating agents
• Leadership skills
• Coaching and mentoring skills including: how to ‘buddy’ correctly using
• behaviour based feedback
• Performance management