Though there isn’t any standardized call centre courses syllabus some of the common topics that are taught in call centre training institutes pertain to the domains that were discussed earlier. We shall take a closer look at the content in these areas.


Basic English Skills
This can include everything from grammar practice to building basic vocabulary to common grammar error practice etc.  Other topics covered can include

•    Salutations - Greetings and Goodbyes
•    Question Formats
•    Rapport Building and Listening Skills
•    Appropriate Responses
•    Agreeing, Thanking, Inviting Etc.

Unless you have a basic level of English skills, you might not get selected to the institute in the first place as some good institutes do check for a basic level of competence while admitting people.


Accent Training
This training if focused on removing first language influence on one’s accent and making it more neutral. Under this training is provided on rhythm and stress patterns along with training on use of intonation for attitude and emotion in speech .Pausing and breathing patterns that can affect accent are also covered . Another area covered is the relationship between spelling and as one would need to read out answers from manuals or computer screens once on the job. Usually along with these there is a lot of emphasis usually on extended listening practice to help in accent familiarization.

Telephone Skills Training
In telephone skills training along with basic etiquette via mirroring techniques etc, students are taught specifically to handle inbound calls and make effective outbound calls as they require slightly different skill sets. Techniques to adjust tone and register are also covered and is emphasized with a lot of practice.


Cultural Awareness
This is usually done once a person knows what his/her target culture is going to be. Since US/UK are the common target cultures, it is the one that is usually taken up by anyone wants to start off and do a basic course in call centre training. A lot of time this target culture is dictated by available openings.  Students are exposed to the various aspects of the culture to build an in-depth cultural awareness and understanding with particular emphasis on the impact of cultural differences. This helps them become culturally competent and intelligent to handle scenarios that cannot be covered in manuals or classrooms. Also experience based practical tools and techniques to reduce cross-cultural misunderstanding are also usually covered. Common general knowledge like names of important places/people, culture specific vocabulary is also taught.


Personality development and Customer Service
This can involve a wide variety of topics which may include
•    Body Language and the Art of Presentation
•    Customer Service Essentials
•    Polite English
•    Putting Your Customers at Ease
•    Controlling the Calls Difference between Assertive, Aggressive and Submissive Customers
•    Disagreeing Agreeably
•    Maintaining Customer Relationships
•    Time Management on the Telephone
•    Handling Complaints and Angry Customers
•    Active Listening Techniques, Hearing the Whole Picture.
•    Questioning and Summarizing Skills


Pedagogy
The teaching methodology can involve both Class Room Sessions involving listening to recorded calls role-playing, group discussions, power point presentation, business games etc and also Active Live Call Monitoring involving listening to live calls and providing feedback while the working executives are on a call with an actual customer.

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