Call Centre Training Manual

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Call Centre Training Manual September 24, 2008

  Call Centre Training  Manual 
iNVATERRA 

Private & Confidential

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Call Centre Training Manual September 24, 2008

Table of Contents

Section I – Introduction.................................................................................................................... 3 Section II – Training Program.......................................................................................................... 4 Section III – Customer Service Training [Basic] .............................................................................. 5 Section IV – Customer Service Training [Advanced] ...................................................................... 6 Section V – Telesales Training........................................................................................................ 7 Section V – US Accent Training ...................................................................................................... 9 Section VI – British Accent Training .............................................................................................. 10 Section VII – Call Centre Projects ................................................................................................. 11 Section V – Annexure.................................................................................................................... 12

Private & Confidential

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Call Centre Training Manual September 24, 2008

Section I – Introduction
INVATERRA’s Call Centre Training Academy (CCTA) addresses the pressing need of providing employment opportunities for the call center industry. INVATERRA’s CCTA offers classes on call center training programs and caters to aspiring call center agents; mainly fresh graduates and career shifters. We plan to expand our horizon by giving customized training programs and consultancy services to private companies across different industries and universities in the near future. Our training institution will hold training for agents in order for them to be recruited. This will prove beneficial to graduates of CCTA for employment purposes, enabling them to gain priority and access in the hiring and recruitment process for contact centers during the course of their training or upon graduation. General Information About iNVATERRA Field Name Company Name Address iNVATERRA iNVATERRA III Lincoln Center 5430 LBJ Freeway, Suite 1200 Dallas, Texas 75240 Global Delivery Center (Karachi) Tariq Center, Suite 207 Main Tariq Road, Karachi Pakistan + 1-214.206.1107 + 92-21-432-7467 + 1-214.614.4800 + 92-21-432-7469 khurram.farooquie@invaterra.com Private Limited www.invaterra.com 29006990 Description

Telephone Number Fax Numbers E-mail Status of the firm U.R.L National Tax Number

Private & Confidential

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Call Centre Training Manual September 24, 2008

Section II – Training Program
iNVATERRA already has proven expertise in providing IT training. Call centre training is a natural extension of its existing business since it already serviced the existing call centres through software solutions and consulting. We plan to grow the new business through a combination of company owned and franchisee training centres. iNVATERRA’s Call Centre Training programs will be held at: Suite # 207, Tariq Centre, Plot 1-C, Commercial Area, Main Tariq Road, Karachi, Pakistan Timings: 9 A.M. to 9 P.M. Our Training Program covers the following modules:

Customer Service Training Basic Advanced Telesales Training Inbound Calls Outbound Calls

English Accent Training US Accent Training UK Accent Training

Private & Confidential

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Call Centre Training Manual September 24, 2008

Section III – Customer Service Training [Basic]
The basic communication skills training program will be delivered in conjunction with the customer service tips and tools to improve customer service in all areas. The customer service tips presented in this module will...
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