Code of Practise
   

 
Training

 

 
   

This is where you learn…
Key to Success in the Call Centre Industry

HKCCA Training Courses

HKCCA is now offering tailor-made training courses to members. There are 2 main Training Series, including:

A. Core Competency Training Series for Call Centre Team Leaders and Supervisors
B. Service Excellence Training Series for Call Centre Agents.

Details are listed as below. Should you have any enquiries on group training,
please contact our Secretariat Office at (852) 2577-2289 or
email to secretariat@hkcca.com

A. Core Competency Training Series for Call Centre Team Leaders and Supervisors
1) The Dynamic Call Centre
2) Effective Coaching
3) Team Management and Motivation
4) Complaint Handling
5) Communication Skills
6) Problem Solving and Decision Making
7) Presentation Skills
8) Time Management
9) Negotiation Skills
10) Call Centre Customer Relationship Management

B. Service Excellence Training Series for Call Centre Agents

1) Service Excellence - the Brilliant Basics
2) Quality Customer Call handling
3) Service Empathy
4) Consultative Selling
5) Getting results through Telemarketing
6) Manage Difficult Customer situations
7) Getting results through EQ and Stress Management

Remarks:
1) Training Approach: Presentation, facilitated discussions, games, exercises, case studies, role-plays.
2) Medium of Instruction: Cantonese, (Putonghua, English on request)
3) Training materials: Available in Chinese and English
4) Course to be offered with a minimum of 10 participants.
Telemarketing Management Training for Contact Centre Heads
   
Effective Complaint Handling for Contact Centre Agents
   
Getting Results Through Telemarketing - A half-day proven skills training with an interactive approach
   
CCSI Contact Centre Professional Skills
   
CCSI Certificate in Contact Centre Professional Skills accredited by LCCI
   
Knowledge Bin
Knowledge Bin
   
ContactCenterWorld.com Editor's Choice ... Industry Research Findings