Certified International Call Center Representative (CICCR) Certification August 2022
Paris
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Exam Date

20/08/2022

Duration of Exam

180

Exam pass Mark

48/80

Contents

 

Module 1: Introduction to Call Center Soft Skills:

Expectations

What is a Call Center?

Why Do They Call?

Caller Satisfaction

Why Do Customers Leave?

What are the Customer Values!

Customer Service Professionalism

What Drives Our Actions?

Customer Service Overview

Customer Expects

 How Important is Tone

How Meaning is Communicated

Voice Quality

Barriers to Listening

Communication Skills

Proper Phone Techniques

Create a Positive Telephone Image

 Call Closing

Negative Phrases

 Positive Phrases

Questions Types

Call Quality

Two-Way Communication

Barriers to Effective Communication

Techniques for Effective Listening

Putting Caller on Hold

Transferring the Caller

Closing Tie Downs

Professional Phrases

Handling Talkative Callers

 

 
Module 2: Complaint Handling Basics
  • The cause of customer complaints
  • The benefits of handling complaints effectively
  • The learning value of complaints
  • Complaining customers can get angry
  • Summary and suggestions
 Module 3: Active Listening
  • The importance of listening
  • Passive versus active listening
  • Steps in active listening
  • Words to encourage the other person to do most of the talking
Module 4: Anger Diffusion and Objection Handling
  • Treating anger as an emotional state
  • Recognizing anger
  • Diffusing other people's anger
  • How to apologize without admitting guilt
  • Transition from anger to diffusion
  • Prerequisites to handling objections
  • Recognizing and objection
  • Handling objections
  • Moving to safer grounds
  • Summary and suggestions
Module 5: Mediation and Negotiations
  •  Prerequisites to mediation
  • Recognizing the parties
  • Define your role as a third-part solution broker
  • Mediation steps
  • Mediation results
  • Summary and suggestions
  • Prerequisites to negotiations
  • Steps in negotiating
  • Understanding bargaining chips
  • Negotiation styles
  • Negotiation results
  • Summary and results

 

 

 


Type of Traning

Professional Certificate

More info

 

Professional Designation

 Successful candidates will be granted the Call Center Certification after sitting for a three-hour examination.

12

· ) من المنزل (توفر شركة UITI الامتحان الكترونياً عبر منصتها).

· يحصل المشارك على شهادة حضور للبرنامج.

· يحصل المشارك الذي يجتاز الامتحان بنجاح على شهادة الاختصاصي.


 

 

 

 


Training Activity Rate
Trainer/s
Laith Al-Alami
Training activity Hours
15
Training activity Date
8/08/2022 - 14/08/2022
Training Activity Days
Sun- Mon- Tue- Wed- Thu
Start and End Time
5:00 - 8:00
Break Time
6:15 - 6:30
Training Activity Classification
Support Operations
Language
English
Methodology
In class
City
Amman
Deadline for registration
27/07/2022
Price For Jordanian
650 JOD
Price For Non Jordanian
918 US$
Sponsor

United Institute Training Intermediary UITI &The Institute of Certified Business Consultants / USA

 

 


* Will be given discounts for groups