Contact Center Internship

Workshop Objectives

This workshop aims to equip trainees with the basic technical and behavioral skills required by contact center employees, by providing practical and simplified content covering the following aspects:

Training Content

Networking Basics

- Introduction to networks and their types (LAN, WAN, VPN)

- Network components: router, switch

- Basics of IP addresses, subnetting, and the DHCP protocol...Etc.

- The importance of networks in the contact center environment

Fiber Optic Basics

- The difference between optical and copper cables

- Advantages of optical cables in connection speed and quality of service

- How to deal with optical cable faults In the Workplace

Customer Care Skills

- The art of active listening and understanding customer needs

- How to manage difficult calls and objections

- Using appropriate tone of voice and language

- Practical applications in real-life scenarios

Practical Activities

- Simulating real customer calls

- Exercises on setting up the internal network for the call center

- Analyzing and dealing with real-life network failures