Call Centre Agent
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Chapter 1: Inside a Call Centre5 Topics|1 Quiz
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Chapter 2: Your Voice and Your Words5 Topics|1 Quiz
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Chapter 3: Handling a Call from Start to Finish5 Topics|1 Quiz
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Chapter 4: Systems, Typing and Multitasking5 Topics|1 Quiz
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Chapter 5: Difficult Customers and Hard Calls5 Topics|1 Quiz
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Chapter 6: Targets, Quality and Looking After Yourself5 Topics|1 Quiz
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Chapter 7: Getting Hired in a Call Centre5 Topics|1 Quiz
Quizzes
Before you start: Time needed: about 15 minutes. Knowing what the job involves helps you choose the right campaign and answer interview questions honestly.
Do this before you take the chapter quiz.
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Write down which type of call centre work suits you best (inbound service, sales, collections, tech support or chat) and one reason why.
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List three skills from Topic 1.3 that you already have, with one real example for each.
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Write down the shift times you can work and how you would get to work and home safely.
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Write one sentence about where you would like to be in two years (for example: “Team leader at an international campaign”).
Chapter complete! You now know what call centre work really looks like and where it can take you. Take the short quiz, then we will work on the most important tool you have: your voice.
Click Mark Complete below. You will go back to the chapter page, where the Chapter 1 Quiz button is waiting for you.
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Responses