Workshop Objectives
This workshop aims to equip trainees with the basic technical and behavioral skills required by contact center employees, by providing practical and simplified content covering the following aspects:
Training Content
Networking Basics
- Introduction to networks and their types (LAN, WAN, VPN)
- Network components: router, switch
- Basics of IP addresses, subnetting, and the DHCP protocol...Etc.
- The importance of networks in the contact center environment
Fiber Optic Basics
- The difference between optical and copper cables
- Advantages of optical cables in connection speed and quality of service
- How to deal with optical cable faults In the Workplace
Customer Care Skills
- The art of active listening and understanding customer needs
- How to manage difficult calls and objections
- Using appropriate tone of voice and language
- Practical applications in real-life scenarios
Practical Activities
- Simulating real customer calls
- Exercises on setting up the internal network for the call center
- Analyzing and dealing with real-life network failures
Requirements