Download Udemy - The Complete Diploma in Call Centre Agent Skills Torrent

Torrent Contents Size: 2.7 GB

Udemy - The Complete Diploma in Call Centre Agent Skills

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102.4 B

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1 - Introduction

1 - Why Call Centre Skills Can Transform Your Career — and Your Life.mp4

MP4

54.1 MB

10 - Professionalism, Ethics, and Compliance

11 - Career Development, Growth, and Your Next Steps

2 - Mastering Communication Fundamentals

10 - Verbal Empathy Making Customers Feel Heard and Valued.mp4

MP4

48.3 MB

3 - Handling Calls Like a Professional

11 - The Anatomy of a Perfect Call Opening, Body, and Close.mp4

MP4

68.3 MB

12 - Greeting Customers with Confidence and Warmth.mp4

MP4

44.4 MB

13 - Taking Ownership of Every Call From the First Second.mp4

MP4

56.9 MB

14 - Managing Hold Times, Transfers, and Callbacks Professionally.mp4

MP4

54.4 MB

15 - Closing Calls Positively and Leaving a Lasting Impression.mp4

MP4

48.1 MB

4 - Customer Service Excellence

16 - What Customers Really Want — and Why It's Not Always What They Say.mp4

MP4

45.8 MB

17 - Building Rapport Quickly Over the Phone.mp4

MP4

49.9 MB

18 - Setting and Managing Customer Expectations.mp4

MP4

49.2 MB

19 - Going Above and Beyond The Art of Exceeding Expectations.mp4

MP4

40.8 MB

20 - Measuring Customer Satisfaction CSAT, NPS, and What They Mean for You.mp4

MP4

43.3 MB

5 - Dealing with Difficult Customers and High-Pressure Situations

21 - Why Customers Get Angry — and How to See It from Their Side.mp4

MP4

45.8 MB

22 - The LEAP Method Listen, Empathise, Apologise, and Problem-Solve.mp4

MP4

50.3 MB

23 - De-escalation Techniques That Actually Work.mp4

MP4

50.5 MB

24 - Handling Complaints Without Taking It Personally.mp4

MP4

47 MB

25 - When to Escalate and How to Do It Without Losing the Customer.mp4

MP4

62.8 MB

6 - Problem-Solving and Critical Thinking on the Spot

26 - Thinking on Your Feet A Framework for Fast, Smart Decisions.mp4

MP4

48.5 MB

27 - Finding Solutions When the System Says No.mp4

MP4

43.8 MB

28 - Balancing Company Policy with Customer Needs.mp4

MP4

50.5 MB

29 - Following Up and Closing the Loop on Unresolved Issues.mp4

MP4

66 MB

7 - Working with Call Centre Technology and Tools

30 - Navigating CRM Systems Like a Pro.mp4

MP4

44.9 MB

31 - Call Logging, Ticketing, and Why Accurate Notes Matter.mp4

MP4

50.8 MB

32 - Using Scripts and Knowledge Bases Without Sounding Robotic.mp4

MP4

51.2 MB

33 - Understanding Call Metrics AHT, FCR, Wrap Time, and More.mp4

MP4

66.9 MB

34 - Multi-Channel Support Handling Chat, Email, and Phone Together.mp4

MP4

65.8 MB

8 - Outbound Calling Skills

35 - The Psychology of Outbound Calls Why People Resist and How to Connect.mp4

MP4

47.5 MB

36 - Crafting an Outbound Opening That Gets People Talking.mp4

MP4

45.6 MB

37 - Handling Objections on Outbound Calls with Confidence.mp4

MP4

67.3 MB

38 - Ethical Selling and Upselling in a Call Centre Environment.mp4

MP4

49.4 MB

9 - Emotional Resilience and Wellbeing at Work

39 - The Emotional Load of Call Centre Work — and Why It's Real.mp4	MP4	46.9 MB
40 - Stress Management Techniques You Can Use Between Calls.mp4	MP4	46.3 MB
41 - Avoiding Burnout Recognising the Warning Signs Early.mp4	MP4	49.6 MB
42 - Staying Motivated When the Shift Gets Tough.mp4	MP4	48 MB
43 - Building a Positive Mindset That Carries You Through Difficult Days.mp4	MP4	45.9 MB

6 - The Power of Your Voice Tone, Pace, Pitch, and Clarity.mp4

MP4

46.1 MB

7 - Active Listening The Skill That Separates Good Agents from Great Ones.mp4

MP4

47 MB

8 - Asking the Right Questions Open, Closed, and Probing Techniques.mp4

MP4

44.6 MB

9 - Avoiding Jargon and Speaking the Customer's Language.mp4

MP4

49.9 MB

48 - From Agent to Team Leader Understanding the Career Ladder.mp4

MP4

47.4 MB

49 - Building Skills That Make You Promotable.mp4

MP4

67.6 MB

50 - Creating a Standout CV for Call Centre and Customer Service Roles.mp4

MP4

62.1 MB

51 - Acing the Call Centre Job Interview with Confidence.mp4

MP4

48.9 MB

52 - Continuing Your Learning Certifications, Courses, and Communities.MUX.mp4

MP4

64.7 MB

52 - Continuing Your Learning Certifications, Courses, and Communities.mp4

MP4

48.4 MB

53 - Course Wrap-Up You Have What It Takes — Now Go Show the World.mp4

MP4

44.6 MB

44 - Data Privacy, GDPR, and Why Compliance Protects Everyone.mp4

MP4

45.2 MB

45 - Ethical Communication Honesty, Transparency, and Trust.mp4

MP4

51.7 MB

46 - Confidentiality, Call Recording, and Professional Boundaries.mp4

MP4

40.9 MB

47 - Representing Your Brand with Integrity on Every Call.mp4

MP4

49.7 MB

2 - Course Overview and How to Get the Most from This Program.mp4

MP4

46.9 MB

3 - What Does a Call Centre Agent Actually Do Roles, Environments, and Expectations.mp4

MP4

43.5 MB

4 - Types of Call Centres Inbound, Outbound, Blended, and Virtual.mp4

MP4

45 MB

5 - The Mindset of a Top-Performing Agent Professionalism Starts Here.mp4

MP4

44.9 MB

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Udemy - The Complete Diploma in Call Centre Agent Skills

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