Course information

Virtual Call Center Agent Masterclass​ Outline

Module 1: Introduction

  • Virtual Call Center
  • Role of Virtual Call Center Agent
  • Physical Vs Virtual Call Center

Module 2: Virtual Call Center Agent Duties and Responsibilities

  • Answering Phone Calls
  • Emails or Online Chat Messages
  • How to Address Customer Concerns?
  • Calls for Verify Information
  • Direct Customers to Other Resources When Appropriate
  • Properly Maintenance of Equipped Home Office

Module 3: Virtual Call Center Agent Skills and Competencies

  • Interpersonal Skills
  • Problem-Solving Techniques
  • Patience
  • Organisational Skills
  • Maintaining Workloads

Module 4: Virtual Call Centers Benefits in:

  • Telemarketing or Sales
  • Customer Service
  • Third-Party Verification
  • Technical Support for Inbound or Outbound Calls

Module 5:  Technology and Software Used for Virtual Call Centers

  • Technology Used in Virtual Call Center
  • Software Used in Virtual Call Center

 

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Who should attend the Virtual Call Center Training?

The Virtual Call Center Course is designed for individuals interested in becoming skilled Virtual Call Centre Agents or those looking to enhance their Customer Service and Communication skills. This course can be beneficial for a wide range of professionals, including:

  • Call Centre Agents
  • Customer Service Representatives
  • Telemarketing Agents
  • Sales Representatives
  • Human Resources Professionals
  • Recruitment Consultants
  • Service Desk Personnel

Prerequisites for the Virtual Call Center Training

There are no formal prerequisites to attend this Virtual Call Center Course.

Virtual Call Center Training Course Overview

The Virtual Call Center Certification Training is designed to equip professionals with the necessary skills to manage and operate virtual call centers efficiently. This course covers essential topics such as remote team management, communication tools, customer service techniques, and performance monitoring in a virtual environment. Mastery of these skills is crucial for businesses looking to maintain high customer service standards while managing a distributed workforce.

This training is ideal for Call Center Managers, Customer Service Representatives, and team leaders who operate in virtual or hybrid environments. Understanding virtual call center operations allows professionals to maintain productivity, foster effective communication, and deliver exceptional customer service remotely. It’s particularly valuable for those aiming to optimise the performance of virtual teams and ensure seamless customer interactions.

The Knowledge Academy’s 1-day Virtual Call Center Certification Training provides comprehensive insights into managing virtual call centers. Participants will learn about the tools and technologies used in virtual call centers, techniques for monitoring performance, and strategies for delivering high-quality customer service remotely. Through practical exercises and expert guidance, delegates will gain the skills needed to enhance virtual call center operations.

Course Objectives

  • To introduce the fundamentals of virtual call center operations
  • To understand the tools and technologies essential for managing remote teams
  • To learn effective communication and customer service techniques in virtual environments
  • To explore strategies for monitoring and improving remote team performance.
  • To develop skills for managing challenges specific to virtual call center setups
  • To prepare delegates for optimising virtual call center operations and customer service

Upon completing this course, delegates will have a comprehensive understanding of virtual call center operations and practical skills to manage remote teams effectively. They will be able to maintain high standards of customer service, improve team performance, and ensure efficient operations in a virtual call center environment.

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What’s included in the Virtual Call Center Agent Masterclass?

  • World-Class Training Sessions from Experienced Instructors   
  • Virtual Call Center Agent Certificate
  • Digital Delegate Pack

Why choose us

Our Montreal venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Montreal is the largest city in the province of Quebec and is the 9th largest city in the whole of the continent of North America. The city is named after the hill in the heart on the city called Mount Royal. It has and estimated population of roughly 1.65 million people. Education in Canada is mostly free and publicly funded. It is overseen by the federal, provincial and local governments, with the education within provincial jurisdiction and the curriculum overseen by the province. Education is compulsory in most provinces up to the age of 16. Parents can choose between sending their children to one of the public schools or they can sent them to a fee paying private school. Those who live in Montreal and find that picking a secondary school is a fraught decision involving school zones and ratings. Royal West Academy is one of the most prestigious schools in Montreal. It is a public Anglophone secondary school that performs excellently academically. Royal West Academy is part of the English Montreal School Board. The schools mission is to provide a structured environment for those who are committed to academic study. They offer top computer training courses and have an appreciation for the arts, social issues and community responsibilities. To enter this school students must pass an entrance exam due to the limit places that are available. Canada’s higher has a very good reputation. However there is no formal ranking system and students will often choose colleges and universities bases on geographic convenience and the reputation of a particular course. Montreal has the highest concentration of post-secondary students of all major cities in North America. There are 4 universities, seven degree awarding institutions and 12 CEGEPS (publicly funded pre‑university college in the province of Quebec) in a 5 mile radius. The University of Montreal is the second largest research university in the country. It is ranked 115th in the world and is the 5th highest ranked Canadian university in the world rankings. The university is affiliated with two other higher education institutions in the area; the École Polytechnique de Montréal (School of Engineering) and HEC Montréal (School of Business). The school of business is widely regarded as being one of the best business schools in Canada. The University of Montreal is a Francophone institute which means the lessons are taught predominantly in French.

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Address

Regus,
2001 University Street, Suite 1700
Montreal
Quebec
H3A 2A6

T: +1 6474932992

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Virtual Call Center Agent Masterclass | Virtual Job Roles Course in Montreal. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Virtual Call Center Agent Masterclass | Virtual Job Roles Course in Montreal, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Virtual Call Center Agent Masterclass | Virtual Job Roles Course in Montreal FAQs

A Virtual Call Center Agent is a professional who manages customer inquiries, provides support, and resolves issues remotely using various communication tools such as phone systems, email, and live chat. They work from home or remote locations and ensure customer satisfaction by addressing queries or concerns efficiently.
There are no formal prerequisites for taking this course, but it is beneficial to have basic customer service experience, communication skills, and familiarity with tools like phone systems, CRM software, and email platforms.
This course is suitable for individuals looking to start a career in virtual customer service, professionals transitioning to remote work, or businesses aiming to train their employees in managing virtual customer support systems effectively.
This certification enhances your credibility in remote customer service roles, equips you with the skills to manage virtual communication platforms, and improves your ability to resolve customer issues efficiently, increasing your employability in the virtual support sector.
This course comes with a 1-day training session from experienced trainers, a digital delegate pack, and a certificate upon completion of the course.
The duration of the Virtual Call Center Certification Course spans 1 day.
Yes, The Knowledge Academy offers 24/7 support through multiple channels like email or dedicated phone lines to assist learners during their course journey.
No, this Virtual Call Center Online Training Course does not include an examination.
The course covers essential topics such as virtual communication strategies, customer service management, call handling techniques, conflict resolution, remote team collaboration, and call center software usage.
You will gain essential skills in customer service, effective communication, remote team management, conflict resolution, and proficiency in using virtual call center software to manage customer interactions efficiently.
Upon completing this certification, you can pursue roles such as Virtual Call Center Agent, Remote Customer Support Representative, Call Center Supervisor, or Virtual Call Center Manager, with opportunities to work in various industries that require remote customer service.
Yes, you will receive a formal certification upon successfully completing the course, validating your skills and knowledge in virtual call center management.
The Knowledge Academy offers 24/7 support for delegates before, during, and after this course. Should you encounter any difficulties accessing the course materials, our customer support team is available to assist and promptly resolve any issues you may encounter.
The Knowledge Academy in Montreal is a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking these courses.
The training fees for Virtual Call Center Trainingin Montreal starts from CAD1695
The Knowledge Academy is the Leading global training provider for Virtual Call Center Training.
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Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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