{"id":43,"date":"2020-04-21T10:05:38","date_gmt":"2020-04-21T10:05:38","guid":{"rendered":"http:\/\/localhost\/?page_id=43"},"modified":"2020-05-27T08:13:36","modified_gmt":"2020-05-27T08:13:36","slug":"call-center-training","status":"publish","type":"page","link":"http:\/\/www.iccs24.com\/index.php\/call-center-training\/","title":{"rendered":"ICCS Call Center Training Academy"},"content":{"rendered":"
\n \n
\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n
ICCS Training Academy<\/h5>\n <\/div>\n <\/div>\n
\n \n
\n \n \n

Contact Center and Customer Service Training <\/h2>\n <\/div>\n <\/div>\n
\n \n \n
\n

With more than 15 years of experience in training and designing various contact centers in various organizations and industries and using the best and most experienced teachers in this field, ICCS Company has come to the conclusion\n that training is the main effective factor in the process of increasing quality and Satisfaction <\/p>\n

, and the role of training in call centers, in addition to raising the level of knowledge and skills of staff that directly affects customer satisfaction, has a significant role in increasing employee motivation and staying in the\n organization, which directly reduces costs and improving the work environment quality.<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \n
\n \n
\n
\n \n \n
\n \n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

A few things we’re great at<\/h2>\n <\/div>\n <\/div>\n
\n \n \n
\n

At least 5% of the call center staff’s time should be devoted to training. Training in call centers is ongoing and should be done on a regular basis. The call center environment is very dynamic and variable, and experts should always\n be ready to help.<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n \n \n
\n \n \n

Open Discussion Talk<\/h4>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n\n<\/path>\n<\/svg>\n<\/span><\/div>\n
\n \n
\n \n \n

E Learning<\/h4>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n \n \n
\n \n \n

Workshops<\/h4>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n \n \n
\n \n \n

Video Training<\/h4>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n<\/div>\n<\/div>\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

Call Center Training Courses \/ Agent Level<\/h3>\n <\/div>\n <\/div>\n
\n \n \n
\n

Contact Center agents summarize all the processes and goals of the organization and demonstrate it through dialogue and verbal communication with the organization\u2019s audience, so a successful conversation and standard and principled negotiation\n can be the most important part of the customer relationship process. Assign. Contact center experts can use their techniques, principles and experience to make the efforts of their organization fruitful or vice versa !!!<\/p>\n

\n
\n <\/p>\n <\/div>\n <\/div>\n

\n \n
LEARN MORE<\/span><\/a>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n
\n \n \n \"\"\n
<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n
\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

Principles and techniques of successful telephone negotiation and anger management<\/h3>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Course Content<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Successful phone call tools<\/p>\n

Key points in the phone call section<\/p>\n

Tips on your body language<\/p>\n

Common Mistakes and Key Negotiations in Telephone Conversations<\/p>\n

Do\u2019s and don\u2019ts<\/p>\n

Wrong compensation<\/p>\n

Anger management in telephone conversations<\/p>\n

Controlling the anger of angry customers<\/p>\n

Overcome negative negatives<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
\n
\n \n \n \"\"\n
<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Target Audience<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Contact center agents<\/p>\n

Customer relationship agents<\/p>\n

Office officials<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
More Information<\/span><\/a>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n
\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

Principles and techniques of customer service center<\/h2>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Course Content<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Define the service and its characteristics in the call center<\/p>\n

Check the call center as a service delivery tool<\/p>\n

Methods of establishing an effective communication with the audience<\/p>\n

Familiarity with the standards and sections of a successful conversation<\/p>\n

Investigating important individual factors in customer relationship centers<\/p>\n

Effective recruitment of call center experts<\/p>\n

Effective motivation in call center experts<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n
\n \n \n \"\"\n
<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Target Audience<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Managers and supervisors of call centers who are directly involved in guiding and using call centers.<\/p>\n

Experienced agents of call center<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
More Information<\/span><\/a>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n
\n \n \n \"\"\n
<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n

Call Center Training Courses \/ Supervisor level<\/h3>\n <\/div>\n <\/div>\n
\n \n \n
\n

Call center supervisors play a huge role in service quality. Supervisors play a key role in the management of the call center as well as the guidance of agents, and are the main point of contact between the organization and the customer\n with the call center. High communication skills, reporting skills and decision-making power are the main abilities that call center supervisors should have.<\/p>\n

\n
\n <\/p>\n <\/div>\n <\/div>\n

\n \n
LEARN MORE<\/span><\/a>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n
\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

Management and quality control of call center<\/h2>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n
\n \n \n \"\"\n
<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Course Content<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Familiarity with the correct and incorrect methods of contact center management<\/p>\n

Measurable parameters in call centers for qualitative and quantitative measurement of call centers<\/p>\n

Crisis management in call centers<\/p>\n

Prediction and planning<\/p>\n

Management of call center forces and work shifts<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
More Information<\/span><\/a>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Target Audience<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Managers and supervisors of call centers who are directly involved in guiding and using call centers<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n

\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

Execute and expand call center<\/h2>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n
\n \n \n \"\"\n
<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Course Content<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Investigate the methods of setting up and expanding call centers<\/p>\n

Implementation and scheduling methods in implementing call center projects<\/p>\n

RFP production methods in call center projects<\/p>\n

Determining recruitment and human resource management strategies<\/p>\n

Familiarity with dynamic and multimedia contact centers Contact Center<\/p>\n

Matching qualitative and quantitative indicators with existing tools and resources<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
More Information<\/span><\/a>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Target Audience<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation.<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n
\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

Call Center Training Courses \/ Manager level<\/h2>\n <\/div>\n <\/div>\n
\n \n \n
\n

Responding to the requests of customers and clients of the organization is one of the major concerns and costs of any business, which is generally associated with many problems and often does not fully and comprehensively meet the needs\n of the organization.Contact Centers are the most professional customer relationship tools that can properly handle this serious task in our business, but perhaps a high percentage of managers have set up a call center so far. Whether\n or not they are thinking of setting it up, there are always a lot of questions that make it difficult to set up and use call centers. Proper design of a call center is the most important part of the evolution of a call center, recognizing\n the components and the relationships between them that allow us to expect a quality call center in the future. But the diversity of these components and the complexity of the relationship is greater than we think<\/h2>\n

\n
\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n
\n \n \n \"\"\n
<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n
\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

Strategic design and planning of call center<\/h2>\n <\/div>\n <\/div>\n
\n \n
\n
\n \n \n \"\"\n
<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Course Content<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Familiarity with the design cycle of call centers<\/p>\n

New call center strategy and SLO or service level strategies<\/p>\n

Determining goals and quality indicators in the KPI call center<\/p>\n

Methods of estimating and predicting resources and manpower<\/p>\n

Examine different structures and organizational charts and identify their differences<\/p>\n

Familiarity with new tools and technologies<\/p>\n

Investigating successful and unsuccessful examples of call centers in Iran and the world<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Target Audience<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Managers of marketing, sales and after-sales service<\/p>\n

Managers and supervisors of call centers<\/p>\n

Consultants and designers of customer relationship systems<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
More Information<\/span><\/a>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n
\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

Execute and expand call center<\/h2>\n <\/div>\n <\/div>\n
\n \n
\n
\n \n \n \"\"\n
<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Course content<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Familiarity with CRM and its role in the call center<\/p>\n

Customer definition in CRM<\/p>\n

Customer identification methods in CRM<\/p>\n

Investigate the methods of CRM integration with the contact centers<\/p>\n

Familiarity with modern software and compare them<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n <\/path><\/svg><\/span><\/div>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n \n \n
\n \n
\n \n
\n \n \n
Target Audience<\/h5>\n <\/div>\n <\/div>\n
\n \n \n
\n

Managers of marketing, sales and after-sales service<\/p>\n

Managers and supervisors of call centers<\/p>\n

Consultants and designers of customer relationship systems<\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
More Information<\/span><\/a>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n
\n \n \n
\n \n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n

About ICCS Company<\/h4>\n <\/div>\n <\/div>\n
\n <\/span><\/div>\n
\n \n \n
\n

Company has been established since 2014 in the field of training, consulting and providing specialized solutions for customer service and customer experience. Our company is trying to help all organizations and companies that have valuable customers be able to maintain this important asset well. Increasing customer satisfaction and improving their experience of using companies\u2019 products and services is our transfer value to our clients.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n
\n \n \n
\n \n
\n \n
\n \n \n

Contact ICCS<\/h4>\n <\/div>\n <\/div>\n
\n <\/span><\/div>\n
\n \n