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021-2278-5644 info@excelis.co.id

Program Details

Objectives :

  • Provide an overview of the world of contact center work.
  • Know the purpose and benefits of a contact center for the organization.
  • Provide an overview of the ape environment at the contact center.
  • Provide an overview of the agent contact center duties, as well as the knowledge and skills that must be possessed.
  • Provide pictures of career opportunities at the contact center.
  • Learn basic processes, building blocks and main KPI of contact center.

Outline :

1. Contact Center Introduction

  • a. Over View.
  • b. Contact Center History.
  • c. Contact Center Evalution.

2. Basic Skill & Knowledge Contact Center Agent

  • a. Entry Level Contact Center Agent.
  • b. Job Description.
  • c. Contact Center Agent Competency.

3. Career In Contact Center

  • a. Understanding passion & career.
  • b. Contact Center Industry.
  • c. Opportunities as Contact Center Agent.
  • d. Contact Center Organization.
  • e. Career Development Contact Center Agent.

4. Basic Contact Center Management

  • a. What happened to call?.
  • b. Contact Center Terminologies.
  • c. Contact Center Building Block.
  • d. Contact Center Business Environment.
  • e. Customer Expectation.
  • e. Roles of Contact Center Agent.
  • e. KPI of Contact Center Agent.

Other Information

Target Participants: 

  • Contact Center Agent.

Duration : 2 Days Program

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