Outbound Customer Service Support Course (Online)

About Course

Health Checks, Telesales, Close Loop, Credit Recovery & Survey Functions

The outbound call centre has emerged as an effective platform for serving customers and providing solutions to their problems. This course has been developed to enable call centre agents and other personnel develop proactive skills and insight approaches for serving the customers in an outbound role. Participants will learn how and why service quality is the key differentiator among service providers.

What Will You Learn?

  • This course will foster agents who are not only skilled but also enthusiastic about delivering exceptional customer experiences.
  • Agents will learn the art of clear, concise, and friendly communication, ensuring they can convey the right message and tone to foster positive relationships with customers.
  • Agents will become adept at understanding the products or services they are advocating. This depth of knowledge equips them to answer questions with confidence and offer solutions that are tailored to each customer's needs, thereby increasing customer satisfaction and loyalty.
  • This course will instill best practices for handling objections and rejections gracefully and effectively without being intrusive. This will significantly improve the success rate of their calls.
  • Lastly, this course will transform agents into proactive ambassadors of your brand, equipped to not only meet but exceed customer expectations.

Course Content

Introduction

  • What is Outbound Customer Service Support?
    04:16
  • Outbound Customer Service Support Introduction Quiz

Customer Health Check
Customer service health check is designed to give you the opportunity to review where you are right now in your customer service journey. let's begin!

How to build a Customer Health Score that works
What are the Customer Success best practices to measure the customer health score, and how can we use this score to prevent customer churn? Many Customer Success teams make the mistake of calculating the customer health score solely based on usage and engagement, resulting in unbalanced numbers that provide a poor indication of actual customer success. By tracking only the surface level indicators, customer success managers are unable to spot the early warning signs of churn and, therefore, miss out on timely customer churn prediction and prevention strategies.

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