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Call Center Essentials → Customer Service

(Multilingual) First Call Resolution, Effective Probing and Determining the Root Cause (FST 7)


Description
This course is the seventh of the seven modules on Customer Engagement Foundation Skills Training. It focuses on first call resolution, the importance of probing, and asking the right questions to get to the root cause of a customer’s issue.

Duration: 30 mins Target Audience: All Employees handling in customer engag... Course Creator: Global L&D Content Development

Content
  • (English) First Call Resolution, Effective Probing & Determining the Root Cause
  • (French) First Call Resolution, Effective Probing & Determining the Root Cause
  • Learning Satisfaction Survey
Completion rules
  • You must complete 33.33% of the content
  • Leads to a certificate with a duration: Forever
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