Working in a call centre brings a unique mix of pressures, from hitting daily targets and dealing with system downtime to handling challenging customer interactions. This course provides advisors with practical strategies to stay motivated, maintain focus, and deliver excellent service even in demanding situations.
Learners will discover how to use metrics and goals as positive motivators, refresh their mindset throughout the day, and work more effectively with the tools and systems at their disposal. The programme also explores how to approach upselling with confidence and professionalism, how to clearly define and protect your role during calls, and how to manage stressful or hostile situations with empathy and resilience.
By the end of the course, participants will be equipped with the confidence, skills, and techniques needed to overcome everyday obstacles, protect their wellbeing, and ensure every customer experience reflects the high standards expected at Citygate.