Call Centre Customer Service

At Ultima, we believe that by empowering our people, they can go on to deliver powerful outcomes. For our colleagues who have a call centre role, we want to equip you with the knowledge and understanding required to deliver powerful outcomes for the customers you engage with!

By the end of this course, you will be able to:
> Summarise how you can prepare for calls
> Explain how voice, tone and etiquette contribute to call quality
> Recognise the different parts of a phone call
> Describe how to use holds and transfers effectively
> Evaluate methods on handling difficult customers