Comdex Call Center/ BPO Training Course Kit Revolutionary 3-Stage Self-Learning System( Book+ CD)

includes index and biblioraphy

Introduction to the call center industry Classification,functioning,work environment Computer skills:basics of computers Computer skills:windows Computer skills:MS word Computer skills:MS Excell Computer skills:the internet Computer skills:E-mail and www Computer skills:call center software Customer relationship management Technologies used in eCRM Selling over the telephoneDelivering customer servic over telephone Handling complaints and tricky situations The agent:eligibility,recruitment,training Personality development for becoming a professional Managing stress What does the Cd contain Accent training1:mouth exercise Accent training 2:the vowel sounds Accent training 3: the plosive sounds Accent training 4:the TH sound Accent training 5: pronunciation Accent training 6:mock interview