In this Virtual Call Center Agent Masterclass training, there are no formal prerequisites.
This Virtual Call Center Agent Masterclass training is designed for those who wish to become a successful Virtual Call Center Agent.
Virtual Call Center Agent Masterclass Course Overview
A virtual call centre is a system that supports geographically distributed contact centre agents instead of working from a centralised physical location to provide customer service interactions. A virtual call centre utilises the distributed and varied workforces by matching the appropriate agent with the customer based on the rules that make sense for the business. Virtual Call Center Agents manage inbound or outbound telephone calls and usually chat and email as well. Organisations use virtual call center agents to give customer support for their own business to provide virtual call center telephone support for others. Virtual Call Center Agents can do the following:
- Telemarketing or sales
- Customer service
- Third-party verification
- Technical support for inbound or outbound calls
In this 1-day training, delegates will gain knowledge of concepts and the job role of a Virtual Call Center Agent. Delegates will also understand the difference between physical and virtual call center. Delegates will also attain knowledge of how to answer phone calls as well as emails or online chat messages.
This training will cover various concepts, such as:
- Basic concepts of Virtual Call Center Agent
- How to direct customers to other resources when appropriate?
- How to maintain an equipped home office?
- Skills required for Virtual Call Center Agent
- Software and tools used for Virtual Call Center
At the end of this training, delegates will also understand the benefits of Virtual Call Center Agent in different fields such as telemarketing or sales, customer service, third-party verification, or technical support for inbound or outbound calls.