Inbound Contact Centre Operations

1 day · 8 hoursClassroom + live-floor practicalFoundationEnglishFrom S$450 / pax

Overview

About this programme

Inbound operations is where most contact-centre value is won or lost: a customer calls with a need, and the quality of the next few minutes decides whether they leave satisfied or call back frustrated. This programme teaches the full inbound discipline as Connect Centre actually runs it across client accounts.

Learners work through the complete call-handling process, learn what first call resolution demands in practice, and drill the escalation and quality routines that keep a busy queue running to standard.

Learning Outcomes

What you will be able to do

By the end of this programme, learners will be able to:

Sequence the end-to-end inbound call-handling process from greeting to wrap-up, correctly ordering every stage
Apply first-call-resolution technique to a scripted scenario, resolving the caller's actual issue without an avoidable repeat contact
Decide correctly when an interaction should be escalated, and execute a clean handover using the escalation procedure
Apply quality standards to a recorded interaction, scoring it against the same criteria a quality analyst would use
Record an interaction accurately in a call-log format, completing all mandatory fields

Course Outline

How the programme is structured

The Inbound Call Lifecycle

Greeting and verification · needs discovery · resolution · wrap-up and after-call work

First Call Resolution

What FCR really requires · diagnosing the underlying issue · avoiding the repeat contact

Escalation Procedures

Escalate versus resolve decisions · warm handovers · ownership until handoff is confirmed

Quality Standards

What quality monitoring measures · scoring a real interaction · acting on feedback

Practical Assessment

Inbound call simulation assessed against the observation checklist

Every programme follows a defined lesson plan with a participant workbook, practical activities and assessment, reviewed internally and approved by management before delivery.

6.5

Instructional hours

1.5

Assessment hours

Total course hours

Skills

Skills you will build

Call Centre Management
Switchboard Operations Management
Service Quality Management

Investment

S$450per participant

Full commercial rate, based on a typical in-house cohort of up to 16 participants. Final quotation confirmed in writing at enquiry.

Programme details

Duration1 day · 8 hours ModeClassroom + live-floor practical LevelFoundation LanguageEnglish VenueConnect Centre, 203 Henderson Road, Singapore Who it is forInbound agents, helpdesk and hotline staff, and team members moving onto phone duties for the first time. Entry requirementsBasic conversational English; no prior contact-centre experience or academic qualification is required. Programmes are designed to be accessible, consistent with Connect Centre's inclusive-hiring mission. AssessmentKnowledge check and practical observation, with passing criteria set by the course requirements CertificateLearners receive a Connect Centre certificate of completion after meeting attendance requirements, passing the assessment where applicable, and completing the course evaluation. FeesExact fees, dates and registration terms for your cohort size are confirmed in writing at enquiry, before any commitment

Enquire About This Programme

Schedule

Course intakes

One intake runs each month. Exact dates are confirmed in writing when you enquire, together with the programme fee and registration terms.

Closed intakeOpen for enquiry

April 2026Intake closedClosed

May 2026Intake closedClosed

June 2026Intake closedClosed

July 2026Intake closedClosed

August 2026Dates to be confirmed · one intake this monthEnquire

September 2026Dates to be confirmed · one intake this monthEnquire

October 2026Dates to be confirmed · one intake this monthEnquire

November 2026Dates to be confirmed · one intake this monthEnquire

December 2026Dates to be confirmed · one intake this monthEnquire

January 2027Dates to be confirmed · one intake this monthEnquire

Not sure this is the right programme for your team?

Tell us your goals and we will recommend the right fit, with a written quotation and no obligation.

View All Eight Programmes