Certified training pathway - Call center -EN

The job of virtual assistants requires know-how in managing phone calls.

Being a virtual assistant means mastering the various digital tools (social media, web writing).

Inbound and outbound calls are the two categories defining a call reception. Every call made or received must follow a pre-established process.

This training will give you the keys to becoming an ace in call reception (methods to follow and some useful tips).

The purpose of inbound calls is to meet the needs and recommendations of customers.

In addition, in this programme you will learn how to master each communication tool perfectly, how to put the person on the other end of the line at ease, the secrets of a successful phone exchange, and above all how to encourage an average person to become a potential buyer.

Selling is essential for growing your business. An inbound call is an opportunity to make a sale at a lower cost.

You will also find the point of view of some experts such as: Fabien Esnoult, Deputy Director of Maxiphone, Bernard Caïazzo, President of the Client Center Alliance.

Being thorough in the profession of virtual assistants is very important. You will learn through videos, the secrets of the success of telephone sales.

To succeed in this programme, so that you strengthen your skills to practise the profession of virtual assistant, you will  have to master different writing techniques  and style (content and form)

You will continue your learning journey with the communication on social networks with visual aids

This course will allow you to combinethe “useful” with the “fun”; useful as you’re going to have a perfect mastery of the profession, and fun because you will feel enjoyment during your learn journey. Favouring images over texts in your publications allows you to increase interactions, whether they are images, illustrations, videos, infographics, quotes, memes, photos, professional photos.

This course will help you manipulate some image creation tools, to name a few, Canva, PicMonkey, BeFunky…

Apart from creation, you have to master certain image-editing techniques:  screenshot, collage, adjustment… Apps and software will be offered to you in order to perform the task without difficulty. We have offered you eight applications for this course: Skitch, CloudApp, Easel.ly, Placet, Social image Resizer, Page2Images, Photovisi, Over.

And at the end of this programme, you will have an idea that will allow you to define the job of virtual assistant in your own words and embark on an exciting virtual adventure.

What is the history?

One of the most common mistakes made by many managers is the desire to do everything and therefore the refusal to delegate tasks.

Of course, we are only ever well served by ourselves. Certainly, this saying is plausible when professionalism remains a key word in the practice of one's profession.

But given the workloads and responsibilities, knowing how to delegate is an outstanding quality of a manager.

Because of this, it is important to entrust tasks to professionals in whom you have clear confidence.

Clearly, finding qualified people who can perform certain tasks in the role of manager is not an easy task.

However, in order to define the tasks to be delegated, it is necessary to carry out a well-thought-out sorting.

With this in mind, embarking on the search for qualified people to perform specific tasks is a crucial step and an inherent need in the managerial function.

In order to meet this need, many professionals in several fields have built a career by becoming a Virtual Assistant.

Since then, the title of Assistant has become a title that has a full function.

What are the uses of VAs?

There are many profiles depending on the needs of the market. What unites them is the place they occupy for a particular independent entity or person.

The profession of Virtual Assistant was born thanks to the needs of the needy in various fields.

Thus, virtual precisely because most managers who hire Virtual Assistants contact and work with them remotely for the sake of economy and many other issues.

Indeed, managers need the support of VAs in order to move forward faster in the realization of a project, for example.

By freeing themselves from time-consuming tasks, including administrative, paper and accounting tasks, they take care of decision-making and analysis in the work process.

Thanks to this way of working, they can focus all their attention on the more important tasks and responsibilities. For all these reasons, the VA profile is becoming one of the most sought-after on the job market today.

This is reinforced by the current health circumstances.

But you should know that there are also those who are just starting out in the field. Beginners can satisfy the needs on the slopes very well.

This is because being an VA is synonymous with continuous training and continuous learning in order to master many areas.

What training for VAs?

The training a VA needs to take depends greatly on the areas they want to break into. Hence this journey, one of many that shed light on the basics of the VA profession.

A career rich in content and support, this one fulfills all the conditions required to forge a versatile and reactive personality.

Indeed, the job of Virtual Assistant has a wide range of tasks and responsibilities. Good! Everything about this course meets any need emanating from this field.

At a distance, this word frames the purpose of this course, in fact because all the courses that are found there have this particularity.

As a result, self-taught people remain the targets of this journey, wanting to take on responsibilities related to Virtual Assistance.

Essentially, this course allows you to acquire many skills that coincide with a multitude of needs.

Becoming multi-tasking and multi-functional remain the pillars of the skills that each course, although always improving, sets as its goals.

Among the job offers in call centres, you will often find the job of call centre agent. A major asset of a company, they play the role of a direct link with customers.

If not well enough prepared, both psychologically and organizationally, the daily life of a call centre agent can be challenging. Empathy, responsiveness, patience, resistance to stress and possible mood swings of the client, all qualities that demonstrate the professionalism of the call centre agent.

Knowing the company’s products and services like the back of their hand, they can meet the customer’s needs, build loyalty and turn a call into a sales opportunity.

To help you thrive in the business and climb the ladder, we’ve summarized everything you’ll need in six courses:

• Discover the telesales
• Create a contact form for a call
• Receive calls from customers for a good company image
• Manage your stress and objections on the phone
• Assimilate the essential formulas for catching and responding to customers and prospects’ objections
• Turn an inbound call into a sales opportunity

Each course is composed of optimized textual support, illustrations, videos, useful resources, a quiz, and a sharing forum to interact with instructors and other participants.

This training is also for students, young graduates, any employee looking for professional retraining, salespeople and call centre agents. For companies, it’s a great way to reinforce the capabilities of their salespeople.

At the end of the course, you will receive a training certificate to mention without hesitation on your CV and to share with your loved ones, employees and potential employers. And if you like, you have a good chance of joining one of SKIILLZ’s partner call centres.