Online Courses, Online Classes, Online Learning, Distance Learning, Online Management Distance Courses
|
WODIA TRAINING INSTITUTE (WOTI)
MANAGEMENT TRAINING AND SKILLS DEVELOPMENT
WOTI COMPLEX
Online Courses, Online Learning, Online Education, Online Classes, eLearning in Contact Center Training
--- Online Learning Just in the comfort of your Home. Access Up to 140 Courses
Self-Paced Home Study, Online Courses
with Accredited Certificates
Home Study, ELearning, Online Courses, Classes to Enhance Your Career,
Personal Development, Sales and Workforce in Business and Management
Develop yourself, improve your management skills, promote
efficiency, sales and acquire leadership competence with
online learning that enhances you Skills and Knowledge.
STEPS TOWARDS ENGAGING IN ONLINE LEARNING
Step 1- Access up to about 140 Courses in Soft Skills including Administrative Skills, Career
Development, Human Resources, Personal Development, Sales and Marketing and also
Information Technology in Microsoft Office.
Step 2. Pay the sum of N80,000 ( eighty thousand Naira only ) per head for Four Months.
Step 3- Access 140 courses for Four Months. Learn, Practice, Take Notes, Improve your Skills.
Step 4- Choose the 6 courses you would wish to obtain Certificates.
Step 5- Obtain your Certificates after successful completion of the 6 courses within
Four Months.
Step 6- Become more creative, strategic, organized and confident with enhanced knowledge
in Administration, Information Technology, Leadership, Marketing, Project and Human
Resource Management. These will lead to Career Advancement, Personal Development that
will strengthen your knowledge in Business, Management and Microsoft Office Skills.

Copyright 2007-Till Date@thewodia.org
Telephone: +234 (0)8023079485;
+234 (0 8133754358
Contact Center Training Course Outline:
Module One: Getting Started
Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives
Module Two: It Starts at the Top
Create an Open Culture
Understand Goals
Understand Agents’ Responsibilities
Identify Education Opportunities
Case Study
Module Two: Review Questions
Module Three: Peer Training
Top Performing Employees
Discuss Role with Company
Critique Previously Recorded Calls
Cross Training
Case Study
Module Three: Review Questions
Module Four: How to Build Rapport
Smile in Your Voice
Engage in Small Talk
Listen, Acknowledge, and Empathize
Be Yourself
Case Study
Module Four: Review Questions
Module Five: Learn to Listen
Allow Customer to Talk
Avoid Judgment
Take Notes
Recap the Call
Case Study
Module Five: Review Questions
Module Six: Manners Matter - Etiquette & Customer Service (I)
Scripting
Dead Air
Tone & Inflection
Saying it the Right Way
Case Study
Module Six: Review Questions
Module Seven: Manners Matter - Etiquette & Customer Service (II)
“Reading” Your Customers
Properly Transferring Calls
Going the Extra Mile
Limit Information
Case Study
Module Seven: Review Questions
Module Eight: Handling Difficult Customers
Keep Calm
Listen, Repeat, and
Avoid Placing Blame
Solve the Problem
Case Study
Module Eight: Review Questions
Module Nine: Getting the Necessary Information
Have a Checklist
Linear Thinking
Open-Ended Questions
Close-Ended Questions
Case Study
Module Nine: Review Questions
Module Ten: Performance Evaluations
Consistent Service
Abandoned Calls
Speed of the Answer
Length of Call
Case Study
Module Ten: Review Questions
Module Eleven: Training Doesn’t Stop
Evaluate Progress
Get Feedback on Training
Kudos to Deserving Employees
Have Monthly Meetings
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
ONLINE COURSE, ONLINE CLASSES, ELEARNING
COURSE CONTENTS OF
CONTACT CENTER TRAINING