Voice Process Certification
About Voice Process
Voice process refers to a method of communication in which people use their voices to convey information. This can include telephone customer service, telemarketing, and other types of interactions in which people speak to one another over the phone or through other voice-enabled technologies. In a call center, a voice process refers to the process of handling inbound and outbound calls, which includes answering customer inquiries, troubleshooting issues, and providing information. It also includes the process of making outgoing calls for the purpose of lead generation, customer retention, or customer support.
Who should take the Voice Process Certification exam?
Voice Process course is suitable for:
Call center agents and customer service representatives.
Business professionals involved in voice-based customer support and services.
Students studying customer service, telecommunication, or business management.
Anyone interested in pursuing a career in voice-based customer support and services.
Voice Process Certification Course Outline
A voice process is a type of customer service or support that is provided over the phone. It is an important aspect of many businesses and organizations, as it allows customers to quickly and easily get the help they need.
Some topics that may be covered in a course on voice process include:
Basic communication skills and telephone etiquette
Understanding the different types of voice processes, such as inbound and outbound calling
Understanding the customer service process and how to handle customer complaints and queries
Techniques for active listening and effective problem-solving
Understanding the use of customer relationship management (CRM) software
Scripting and role-playing exercises to improve communication and sales skills
Understanding the importance of data privacy and security
Understanding the use of call center technologies such as IVR and ACD
Techniques for time management and call handling
Understanding the importance of customer feedback and how to use it to improve performance
Advance topics like virtual call center, multichannel support, and automation