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Call-Center Training
Have
you decided to join a call center, but you are thinking of joining a
training institute first to hone your skills for a better pay package?
With call centers mushrooming in all major cities in India, the call
center training institutes in Delhi, Bangalore, Chennai, Hyderabad and
Mumbai, are following the pace. But you have to be ultra careful before
selecting an institute. This article throws some light on what are the
things that you can analyze before selecting a call center training
institute for yourself.
Check the kind of soft-skills training provided by the institute
Soft skills primarily include communication skills,
accent-neutralization training, customer management, time management,
team work, crisis and stress management, telephone etiquette, etc. Out
of these, communication skills and accent training are the most
important; you must find out how the institute trains on these soft
skills. Do they have a structured course to help you learn these skills
with ease?
Hard skills training required for easy entry into a call center
To support your soft skills, you need to learn some other things like
working on the computer and applications like MS Word, MS Excel and MS
PowerPoint. You would need to learn how to use all the basic tools that
are used in the call centers such as VoIP telephone equipment, desktop
computer, customer care management applications, etc. If you want to
get into a technical call center, then preliminary training on that
product or service must be given. You must also learn the terminology
used in a call center.
Find out if the instructors are experienced and qualified
Insist on meeting a few trainers and instructors in the call center
training institute to get an idea about their teaching style. Don’t
hesitate to ask about the qualifications and experience of the
trainers. You may also ask for one trial session, wherein you can
attend an actual class at the institute.
Supporting infrastructure and equipment of the call center training institute
Visit the institute and see if it has the required space, seating
capacity, computer systems, and other resources to accommodate each
student comfortably. Also find out about the level of personal
attention given to each student.
Formal certification for your successful course completion
Find out if the institute provides a formal certification of training
or not. This will help you while presenting your qualifications and
documents in the interview.
100% placement - Is it the truth or just a gimmick?
Does the institute offer the right placement that it assures? With the
never-ending demand of trained call center agents, these institutes
have become like training-cum-recruitment providers for call centers.
Ask the institute about all the call centers where they have placed
their candidates in the past and check if they are reputed companies.
Conduct a background check to be absolutely sure
Ask for references. If they are unable to give you any good references,
just visit the training institute when a batch is about to get over and
chat with the students who come out to find out about the institute and
the trainers. Also, do a quick search on the web to get reviews about
that institute if any.
iIt
is good to join a training institute before getting a call center job
to learn all the tricks of the trade. It will make you a trained
candidate and you would be able to negotiate a better salary as
compared to an un-trained person. The salary for beginners in call
centers range from Rs. 8,000 to Rs.12,000 per month. After getting
appropriate training, you would be able to demand the upper level of
the slab.
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