SIMIT Academy is a frenchise centre of ITESGrades for call centre training & globally approved Help Desk Institute (HDI) certification centre

A call center is what handles customer calls on a massive level. Call centers are responsible for taking customer calls and forwarding them to the proper place. Call centers are sometimes replaced or work in conjunction with computers to expedite service. Call centers are usually used to cut costs to the company. Many different forms of call center software are available and they all have something unique about them. Inbound call centers are used by companies to handle calls coming in, and outbound call centers are used by companies as a way to reach potential customers.

Call Centers can be local or stationed in other countries. The offices often contain rows of work stations with a personal computer, phone/headset, and a telecom switch that is connected to a company network. Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks and sales support.

Running a call center is a daunting task. You have clients that want a service in a timely manner, prompt and courteous employees and a commitment to get things done their way. The importance of customer service should be at the forefront of call centers. In fact, studies have shown that customer retention allow companies to increase their margins. Even telecommunications companies such as Verizon have benefited from better customer service. In fact, they increased their prices because they were able to convince the public that their customer service was above all others. The competition shifted from the lowest priced services to who has the best network.

CALL CENTRE SERVICES

*  A live, 24-hour call answering and secretarial service. Whatever your business, they have the solution for you.
* A flexible mix of live operator and automated call handling out of hours. Ensures customers receive personal service, care and attention.

CALL CENTRE EXECUTIVES
           - Customer Support Specialist
           - Customer Service Technician
           - Help Desk Agent, Technician, or Specialist
           - Dispatcher
           - Call Screener
           - Call Agent
           - Service Center Analyst

           Raise your skill levels so that you can perform better - both in your jobs and in your personal lives.

CALL CENTRE TRAINING

           *  Introduction to Call Centres
           *  Key Components of Call Centre operations
           *  Support Centre Services
           *  Principle Duties and Job Responsibilities
           *  People/Technology & Process

Customer Care
           *  Knowledge Management System/Clients Products
           *  Basics of Computer Technology

Personal Development:
           *  Effective Communication Skills
           *  Time Management
           *  Stress Management
           *  Positive Attitude
           *  Call Handling

Assent Building
           *  English Speaking – Fluency Development
           *  Service Commitment & Ethics
           *  Environment & Security Management
           *  Teamwork/Rapport/Relationships
           *  Customer Service
           *  Interpersonal Skills
           *  Call Handling Procedures
           *  Conflict Resolution Skills