Module 1: Basics of Call Centre Operations

• Week 1: Roles, responsibilities, workflow.
  • Activity: Call center simulation.

Module 2: Customer Service Skills

• Week 2: Handling inquiries, complaints, difficult customers.
  • Activity: Customer service role-plays.

Module 3: Communication Skills

• Week 3: Clear and effective communication.
  • Activity: Communication exercises.

Module 4: Performance Metrics

• Week 4: Understanding and meeting KPIs.
  • Activity: KPI analysis and improvement plan.