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Customer Care Executive (Call Center)


Qualification Pack
TEL / Q0100

Duration of Training
45 days

Certification
Certification form NSDC

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Rs7500

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Classroom Training

100 days unlimited access to our resource center

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study material included
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Summary
  • Customer Care Executive (Call-Center)
Individuals at this job provide customer service support to an organization by interacting with their customers over the phone. They also handle, follow and resolve customer’s queries, requests and complaints in timely manner.
Syllabus
Learning Objectives

On Completion of this training the knowledge and skills that a learner will have are mentioned below

  1. .
    1. Attain minimum call login time/dials/customer contacts and attendance for the number of days specified
    2. Balance total number of minutes spent talking to the customer, within specified limits
    3. Restrict total number of minutes customer is put on hold, within given time limits
    4. Attain total number of minutes spent wrapping up calls/notations/tagging within given time limit
    5. Achieve minimum typing speed and accuracy as specified for the job role
  2. .
    1. Categorize customer’sinteraction as a query, request or a complaint
    2. Verify customer’s details for any account related information
    3. Obtain sufficient information from the customers to login their query, request or Complaint
    4. Address customer’s query, request or complaint on the basis of categorization
    5. Provide estimate of resolution time to the customer, if an immediate solution cannot be Found on-call
    6. Record the customer’s interaction as a query, request or a complaint
    7. Rrefer problem to a supervisor/floor support/manager, if unable to resolve oncall
    8. Resolve at least 80% of first level complaints at front end, without any further escalations
  3. .
    1. Categorize customers as per their value and urgency of his Q R C and provide quick response
    2. Capture customer feedback in a timely manner
    3. Exceed the specified maximum level of customer satisfaction scores and ensure instant customer feedback
    4. Provide complete resolution and escalate where necessary, to minimize repeat call percentage
    5. Adhere to organizational guidelines w.r.t. to ACHT and AHT
    6. Reassurecustomers of service promises made by the organization
    7. Balance customer's expectations with the organization's service offerings
    8. Give additional information to customers in response to their questions and comments about the service
    9. Initiate greeting in customer’s preferred language and switch to language spoken by the customer on-call
    10. Avoid use of jargons, slangs and technical words
    11. Maintain a flow of conversation keeping the caller informed of action being taken
    12. Educate customers about new offers/products/services, as per their usage pattern and specific needs
    13. Maintain appropriate levels of confidence of customer data, throughout the call
  4. .
    1. Review individual call login time/number of dials/customer contacts/attendance for the review period
    2. Comply with parameters like opening greeting, security checks, closing greeting, hold/transfer/escalation protocol, first time resolution %age and complete &correct tagging/wrap up
    3. Analyze self-reports like update on AHT, login time, CRM report and ensure the same is reviewed with the immediate superior

  5. .
    1. PC1. Probe customers to understand their buying behaviour and needs
    2. PC2. Navigate through customer’s account history to identify the usage pattern
    3. PC3. Identify opportunity to pitch relevant products/services PC4. offer customized solution from the range of products/services available with the organization







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Minimum 10th class to graduate

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At the time of enrollment, you will be required to provide your Aadhaar Card and bank account details. If you don’t have Aadhaar card

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What is your policy for those students who want to reappear to your course?

Students have to pay only processing fee and exam fee.Trainee can undergo the assessment any number of times ,but they are required to pay the assessment fee again.

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Do I have to go through course material before I come to Class?

No. You don't have to prepare anything before you come to the Class. But never the less if you prepare your self it would certainly help you in better understanding the subject.

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Am I allowed to select a course according to my needs?

Yes. We would like to hear what courses would be of your interest. We can offer you a customized training package with your specific requirements. You may email us your feedback.

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When I have to attend my exam?

You should appear for your exam within 45 days after completion of course.

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Do you provide Internet Connectivity ?

Yes. We provide free Internet facility during business hours.

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What hardware do you provide to students during a Training?

There is a 1:1 ratio of students to computers. Our classrooms have Pentium D to C 2.6 GHz Processor with 1GB RAM, 500GB hard drives, 15 Inches low radiation TFT/LCD color monitor. In fact our students never have to share machines. We have a rack of Cisco routers and switches supporting all the advanced routing, switching, security and voice features.

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What is a typical training day during week ends?

Training begins at 10:00 am and is scheduled through 6:00 pm. Periodic breaks during the day are given as per convenience which helps to keep students alert and give them a opportunity to revitalize.

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What happens if I have to leave the course?

If you have to leave a training for any reason, you may schedule to retake or finish any portion of the course during one of our future scheduled sessions at no charge.

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Do you provide training outside of your location?

Yes. We offer outside training to clients who have a need to train more than 10 people in one session. For more details contact us.

Certification Benefits
The objective of this Scheme is to encourage skill development for youth by providing monetary rewards for successful completion of approved training programs.
  • arrow Receive certificate from the training partner upon successful completion of assessment
  • arrow NSDC to disburse monetary reward to passed and certified trainees subject to valid Aadhaar authentication
  • arrow Trainee can undergo the assessment any number of times ,but they are required to pay the assessment fee again

Monetary Reward

  • arrow Student will receive a monetary reward for being certified.
  • arrow The reward will be disbursed directly to your bank account.
  • arrow A Trainee is eligible to receive the monetary reward only if
  • 1. He/she has valid bank account and has been certified
  • 2. He/she has not availed of the monetary award before
  • arrow Monetary reward varied sector wise and as per the job role level
Benefits at GATS
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Why should I select GATS as my training provider?

Our students are very selective – they look for value as well as price. GATS offer the best of both. We have made a commitment to each student on each of our course description pages. The commitment states: "Our primary goal is not only your certification but your success in understanding the fundamentals of the subject matter." Our dedication to this goal and the intense training we provide assures our students will fully grasp the core subject, not just pass the exams. For this reason we really do offer the best value to each of our students.

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Why should a prospective student choose GATS over other providers?

Our staff is committed to customer service and provide excellent technical training. A majority of our students have told us that our training style and philosophy is par to its excellence. We do what it takes to ensure a positive training experience. We know that we exist because of our students. GATS defines customer service.

Miscellaneous
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How many students has your staff trained?

Our staff has helped to certify more than 2850 professionals.

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What is the dress code while attending courses at GATS?

You should dress in formals.(Full trouser and shirt)

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Do you allow a companion with student?

No

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Do I require Visa to come to India?

YES. If you are not an Indian Citizen, you must get VISA.

Accommodation
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Does your price include hotel?

No, our price do not include hotel accommodations. But we assist in getting accomodation in nearby hotel on student's request, the cost shall be born by the student.


Email : contact@gatsindia.net
Phone : + 91-20-25560971 / 25560479
Mobile : + 9595-234-432
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