CRM Call Center Training

Have you passed 10th standard? Do you want to build a decent career in customer relationship management sector? If yes, this post will be of help to you. Here, we will deal with a certificate program related to this domain. Here, we will have an in-depth analysis of CRM Certificate training program.

 

CRM Certification

 

CRM stands for Customer Relationship Management. CRM training is a job oriented vocational training program. It is a certification program.

 

As I mentioned before, students who have passed 10th class are eligible to pursue this training program. Those who are looking for a short-term program will benefit from this course.

 

In this post, you will find all the important details that you need to know about CRM training course. Here, I’ve provided details such as – duration, eligibility, fees, training centers, syllabus and career prospects.

 

Both students and parents may use this post as reference material. Here, you will find almost all the important details that you need to know about CRM training course.

 

What is CRM all about? What is it like to become a CRM professional? Will I get a decent job after completing this course? You will find answers to these questions in the next section. Here we go –

 

CRM Training: Basic Details

CRM stands for Customer Relationship Management. This training programs falls under sectors such as – IT & ITES.

 

In simple terms, customer relationship deals with winning and retaining customers. For any business, customer is the king! Businesses spend a decent amount of money to market their goods and services. As a result, they acquire customers. Retaining customers is also an equally important task. The process of obtaining and retaining customers is known as customer relationship management. The loyal customer base of any business is the result of its CRM team/strategy/actions.

 

How does CRM actually work, you may ask. CRM is all about a company’s interaction with clients/customers (existing and potential). The ultimate aim of CRM is to boost sales and revenue. In order to achieve this task, a business has to acquire and retain its customers.

 

In order to build this ‘relationship’ with its customers, a business needs data. Data collected from different communication channels is analyzed by CRM professionals. Through data analytics, the company/business is able to identify its target audience, their needs and characteristics. Armed with advanced data and findings, the business/company is able to plan/strategize their customer relationship plans/action. As a result, they are able to retain customers, improve customer value and improve customer satisfaction levels.

 

CRM is a broad field. There exists different job profiles and roles within this sector (such as – data analytics, CRM manager, call center professional etc).

 

Our CRM training course, which is an entry level course, deals with communication channels and data collection. This training program will help you become a CRM representative. After completing this training program, you will be able to work at call centers and/or CRM wing of businesses/firms.

 

There exists two notable forms of CRM Certificate course –

  • CRM Voice training
  • CRM Non-Voice training

 

Based on the course format, candidates will be taught to interact with customers using communication channels such as – telephone, e-mail, instant messaging, social media etc. The program will also train you in using relevant CRM software.

 

The program deals with topics and areas such as –

  • Contacting customers
  • Sales pitching
  • Handling customer queries
  • Referring queries to superiors when necessary
  • Following the organization’s procedures
  • Collecting customer data
  • Verifying customer data
  • Handling confidential information
  • Computer application
  • Internet technology
  • E-Mail
  • Instant messaging and chat tools
  • Operating ticketing tools
  • Communication skills
  • Personality development

 

Come, let us take a closer look at the course details. In the next section, you will find details such as – duration, eligibility, fees and more.

 

Course Details

 

Type of course

It is a certification program.

 

Eligibility

Since it is an informal certification program, eligibility criteria may vary from one institute to another. Generally, it is – 10th pass. Eligibility criteria depends upon factors such as – type of college and difficulty level of the course.

 

Duration

Training period may vary from one institute to another. It could be anywhere between 3-6 months.

 

Fees

Fees may vary from one institute to another. It depends upon factors such as – type of training program, course content, difficulty level, type of institute etc. Fees could be anywhere between 2 – 5K INR.

 

Syllabus

Here are some of the important subjects present in the curriculum –

  • Contacting customers
  • Sales pitching
  • Handling customer queries
  • Referring queries to superiors when necessary
  • Following the organization’s procedures
  • Collecting customer data
  • Verifying customer data
  • Handling confidential information
  • Computer application
  • Internet technology
  • E-Mail
  • Instant messaging and chat tools
  • Operating ticketing tools
  • Communication skills
  • Personality development

 

Career Prospects

After completing this training program, you will be able to find work at call centers, BPO sector, CRM wing of MNCs/businesses etc. In these establishments, you may don roles such as – CRM representative, customer service agent, call center agent etc.

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