Call Center Training Program

This Call Center training program is a comprehensive training course that trains call center professionals to improve their interactions with their customers for enhanced customer satisfaction. This skill-enhancing training program enables professionals to get equipped with the essential skillsets that empower them to process customer requirements and provide the best solutions. This course is highly beneficial for call center professionals to enhance their overall proficiency in the most established call center practices of today.

Accredited By

  • 26 Hours Training
  • Online / Classroom / Onsite
  • 23 Jul, 2023 / 23 Aug, 2023
  • Additional Program Dates
  • 100K+ Happy Students

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What is this Call Center training all about?

The Call Center training is designed to offer professionals a comprehensive overview of the elements that contribute to effective customer interactions. The course takes participants through various methods and techniques that are used to build effective call strategies. The course includes activities and real-world case studies that offer participants a practical understanding of their role as call center executives. By the end of this training program, participants will be trained on some of the major elements of effective customer interactions such as communication, stress management, and building customer relationships.

Why is getting trained in Call Center training important?

The Call Center training helps professionals stay ahead of today’s shifting customer expectations. This comprehensive training program discusses the most crucial elements of effective customer interactions and the different ways used to build trust and rapport with customers. Through this training, participants gain an upper hand in the job market as they have demonstrated experience in meeting and exceeding customer expectations in all interactions.

Why do companies hire professionals with Call Center certification?

Customer satisfaction is essential for the growth of any organisation. Companies hire certified call center professionals for their demonstrated expertise in delivering a customer experience that can build lasting, revenue-generating relationships with their customers. They can improvise service levels, optimize operations and raise the overall functioning and value of the organization. Their ability to create superior experiences with every customer interaction makes them valuable assets to organizations.

Industry Trends


Today’s evolving market is shaping a new age for call centers, resulting in the growing demand for upskilled call center professionals. The Call Center training comes with its own set of merits and opportunities in the market. Let us see how.

Market trends

As the definition of customer experience changes in today’s world, the competition is high for efficient customer service professionals, resulting in the ever-growing demand for skilled professionals in call centers. The U.S Bureau of Labour Statistics predicts the employment of customer service representatives to grow by 5% from 2021 to 2026. This will open numerous job opportunities for skilled call center professionals globally.

Salary Trends

Customer service is at the core of any business, making the demand for efficient customer service executives high. Although it's a profession opening its door to professionals of any educational background and experience level, job roles in this sector are equally rewarding. Data from salaryexplorer.com shares that the customer services executives in Dubai typically earn around AED 7,260 per month.

Demand & Opportunities


As customer service can make or break a company’s reputation, efficiency in customer service is given utmost importance. This Call Center certification gives an assurance of the necessary competency in related roles, thus making these opportunities easier to avail.

A few of the most-sought call center jobs available in the Dubai region (as observed in popular Dubai job portals) follow:

  1. Customer Support Representatives communicate with customers, identify their needs and provide the best solutions for their concerns
  2. Call Center Team Leaders are responsible for managing a team of customer support representatives
  3. Customer Service Executives are responsible for creating policies and procedures for their representatives offering customer support
  4. Call Center Managers are responsible for managing call center team leaders and providing support to them when necessary
  5. Customer Service Directors oversee the customer service department and are in charge of defining strategies for customer service operations

Course Outcome


Successful completion of this Call Center training program will help you to:

  • Understand the elements that contribute to effective customer interactions
  • Learn ways to build effective call strategies
  • Learn aspects of telephonic communication and master call etiquette
  • Discover positive and negative behaviours during customer interactions
  • Understand the significance of benchmarking and goal setting
  • Learn how to control calls, transfer calls, place callers on hold and document conversations
  • Develop relationships with your customer through personalized interactions and showing empathy

Course Module


  • Introduction
  • Training Objectives
  • Pre-Assignment Review
  • Getting Beyond the Gate Keeper
  • Controlling the Call
  • Difficult Customers
  • Reporting
  • Q&A Session
  • Self-Assessments
  • Scripting Techniques
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • Cheat Sheets
  • The Sales Dashboard
  • Q&A Session
  • Open Questions
  • Closed Questions
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Q&A Session
  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Q&A Session
  • Knowing when it's Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
  • Q&A Session
  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Q&A Session
  • Preparation
  • Building Rapport
  • Speaking Clearly - Tone of Voice
  • Effective Listening
  • Showing Empathy
  • Q&A Session
  • S= Situation
  • T= Task
  • A= Action
  • R= Result
  • Q&A Session
  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Q&A Session
  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Q&A Session
  • Words from the Wise
  • Case Study

Program Dates


Expert Instructors & Teaching Methods


Mr. Tatek is a Certified Trainer and Executive Coach who has worked on multiple assignments including Leadership Development, Behavioral Training and Talent Management, with deep domain expertise in developing Human Capital. He is a T&D expert with over 15 years of comprehensive experience in consulting with leaders and decision-makers to improve business effectiveness and engage employees. Tatek, who brings about 20 years of relevant experience in the MENA region is a real people person passionate about using his strength and knowledge to train and help professionals grow. Mr Tatek’s experience in the banking, management & consultancy, and the learning & development industry has helped him make a mark for himself in the L&D field. He regularly works with senior executives, corporates, and at the same time, individual clients. After graduating with a Bachelor of Arts with a specialisation in Public Administration and Development Management, Mr Tatek has worked closely with the KHDA & CPD and delivered training programs across all levels of management. Mr Tatek is a genuinely exceptional communicator recognised for presenting complex topics with clarity, creativity and enthusiasm.

Work Experience

  • ⦾ Soft Skills Trainer & Senior Corporate Training Manager, Learners Point  Academy, Dubai, UAE
  • ⦾ Customer Service Manager, Western Union Money Transfer, Addis Ababa, Ethiopia
  • ⦾ Managing Partner, Quantum Consultancy, Addis Ababa, Ethiopia

 

Core Competencies

 

  • ⦾ Strategising on training framework spanning need analysis, mapping training requirements, gap bridging, content development and delivery to develop an efficient workforce and motivated employees who can achieve maximum productivity for fast-growing organisations
  • ⦾ Measuring training effectiveness
  • ⦾ Create training policies, procedures, and metrics and ensure their alignment with organisational goals
  • ⦾ Liaising with training bodies like KHDA and CPD
  • ⦾ Developing learning strategies that incorporate skills & knowledge
  • ⦾ Innovative training and coaching techniques and delivery style
  • ⦾ Conducting TNA using the Stop/Start & Continue methods

Tatek Abayneh Mebratu

Mr. Pinaki Chakraborty is a renowned corporate trainer having more than 30 years of experience altogether. Mr. Pinaki has worked extensively for 22 years in the training and development of employees. He has hands-on experience in Customer Service Management, Office Management, Time Management, and 30 other crucial management-related topics. He has delivered training in every part of Dubai and India and won accolades in various public speaking competitions. Having trained students in more than 80 countries, the beneficiary of this training includes banking employees to FMCG employees. The best part about his training is that he customizes and presents in a simplistic way for the students to learn comfortably. According to Mr. Chakraborty, all students should feel valued and supported in a classroom atmosphere that is supportive and upbeat. He is committed to assisting students in realizing their maximum potential and developing them into successful, well-rounded people, both professionally and personally.

Work Experience

  • ⦾ Corporate Trainer & Organizational Development Consultant, Learners Point Academy, Dubai
  • ⦾ Corporate Training and Development Manager, Madi International, Dubai
  • ⦾ Corporate Trainer, Brain Power Training Centre, Dubai

Major Clients

  • ⦾ ITC Ltd.
  • ⦾ Dr. Reddy’s Foundation
  • ⦾ Cox & Kings Tours
  • ⦾ NSEit (National Stock Exchange)
  • ⦾ Tower Auto India (Unit Of Tower USA)
  • ⦾ HDFC Bank
  • ⦾ Rajiv Gandhi Intl. Airport, Hyderabad
  • ⦾ Air Liquide
  • ⦾ Randstad
  • ⦾ Mylan Labs
  • ⦾ Larsen & Toubro (L&T – Construction Div)
  • ⦾ United Technologies Co.(Otis, Carrier)
  • ⦾ Deloitte Audit
  • ⦾ Llyods Steel
  • ⦾ Hyundai Motors R&D Team
  • ⦾ Coca-Cola

Mr. Pinaki Chakraborty

Why Count on Learners Point?


Being the leading provider of the Call Center course in Dubai, at Learners Point Academy we help professionals get equipped with the necessary skill set for a successful career ahead.

Following are the USPs our Call Center training course offers you:

  • We look at real-world scenarios organizations face and formulate our Call Center training course evaluating practical requirements
  • Apart from theoretical knowledge, we also focus on practical case studies to give you a reality check and insight into what exactly will be asked of you while delivering in a demanding role
  • Our bespoke Call Center course also equips you with hands-on experience by offering assignments related to the actual work environment
  • Apart from organizing group sessions, we also offer a guided learning experience to enhance the quality of our Call Center training program
  • We also take a discrete approach to career guidance so that one can be successfully placed as a professional

Learners Experience


"I was unsure about my career path until I completed the Call Center Training Program. The soft skills and product knowledge I gained here were invaluable. I've been promoted to a Senior Call Center Agent position, and I couldn't be happier."

Fakru Ali

Senior Call Center Agent

"As someone new to the industry, the Call Center Training Program was a game-changer for me. The trainers' dedication and the program's content were spot on. I'm now a proud member of the team as a Customer Support Associate."

David Akram

Customer Support Associate

"This program exceeded my expectations. The trainers' expertise and practical approach made learning enjoyable. I'm now a certified Call Center Specialist and look forward to delivering top-notch service to our clients."

Fatima Abbas

Call Center Specialist

"I can't thank the trainers enough for the comprehensive training provided in the Call Center Program. The real-world simulations and guidance prepared me well for my role as a Call Center Agent. I'm excited to start helping customers with their inquiries."

Ali S

Call Center Agent

Our Graduates


Our graduates are from big companies, small, companies, they are founders, career changers and life long learners. Join us and meet your tribe!

FAQs on Call Center Training Program

In today’s market, the definition of customer experience is altered. This has brought customer service support as a profession to the limelight. The growing competition for efficient customer service professionals has made a career in it highly appealing. Offering a plethora of job opportunities, a career in customer service support is gaining recognition and attracting professionals across the globe.
Building your competency in customer service support helps you stay ahead of today’s shifting customer expectations. This comprehensive training program discusses the most crucial elements of effective customer interactions and the different ways used to build trust and rapport with customers. Through this training, you can enhance your skills and knowledge in call center operations and as well gain an upper hand in the job market.
No, there are no specific entry requirements for this course. This Call Center course is designed for professionals wanting to improve their proficiency in the most crucial elements of effective customer interactions. Anyone wanting to build a career in customer service support can enrol in this course.
At Learners Point Academy, if a participant doesn’t wish to proceed with the training after the registration due to any reason, he or she is entitled to a 100% refund. However, the refund will be issued only if we are notified in writing within 2 days from the date of registration. The refund will be processed within 4 weeks from the day of exit.
In Dubai, every day a new company sees its inception and customer satisfaction is considered crucial to its growth. This creates a high demand for skilled professionals in call centers in Dubai. With the employment rate of customer service representatives projected to grow at impressive rates, the future is bright for certified call center professionals.
This Call Center training program enables professionals to get equipped with the essential skillsets that empower them to process customer requirements and provide the best solutions. This course is highly beneficial for professionals wanting to enhance their proficiency in the most established call center practices of today.
The training sessions at Learners Point Academy are interactive, immersive, and intensive hands-on programs. We offer 3 modes of delivery and participants can choose from instructor-led classroom-based group coaching, one-to-one training session, or high-quality live and interactive online sessions as per convenience.
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