1. Intercontinental Institute of Human Resource Management

2. It’s the best thing that happened to young men and women looking for careers in the lucrative industry.The Intercontinental Institute of Human Resource Management (IIHRM) makes available in Sri Lanka a lecture panel consisting of qualified & experienced Trainers in creating well-polished candidates ready to take up good jobs. Intercontinental Institute of Human Resource Management

3.  This training will help participants to explore, understand and Improve their skills to reach their future goals.  Take away the fear of public speaking & facing job interviews  Will help participants to communicate effectively  Will shape up their behavior at public events  Will teach basic skills required for a call center Agent Intercontinental Institute of Human Resource Management

4. Certificate in Presenting yourself as a Professional Trainer: Loretta Gunawardana Global exposure with experience of 27 years in the field of Effective Communication, having reached the epitome in the field of training with wide experience in India, Sri lanka, New Zealand and Australia is back in Sri Lanka to share her knowledge and expertise in “Presenting yourself as a Professional” Call Center Agent Certification Trainer: Chathuri Kirthichandre Creative & Resourceful Human Resource professional with an extensive background in developing, conducting and supervising training programs for employees using blended learning concepts, including stand-up, one-on-one and online training, enabling young professionals to become successful Team leaders/ Managers, confident Individuals, responsible citizens and effective contributors as part of the corporate world.

6. Life produces extraordinary results for those who put efforts in extraordinary ways. Make a commitment now to do what it takes to be a winner in life. Develop your Personality – They Systematic way! Course Content Certificate in Presenting yourself as a Professional Call center Agent certification is targeted for individuals wishing to qualify to work in a call center or contact center environment. This certification focuses on best practices for handling customer requests. Learn how call centers work, how they are put together, what leads to call center success, and all the terminology you need to know to communicate in the call center profession. Course Content Call Center Agent Certification Intercontinental Institute of Human Resource Management

7. Creating first & last impression Public Speaking & Overcoming stage fear Outstanding presentations Vocal quality Communicating with the right attitude and method How to build confidence at interviews, presentations, public speaking and communicating Positive body language Posture, basic grooming and etiquette Preparation for an interview Tips on personality transformation for different functions Certificate in Presenting yourself as a Professional Intercontinental Institute of Human Resource Management

8. Essential Telephone skills & knowledge Call Monitoring & Coaching Managing sales in contact centers – Cross selling Measuring contact center effectiveness Managing difficult customers Improving call accuracy Call techniques & tools Complaint handling Time Management Contact center stress management Personality development Team building Call center Agent certification Intercontinental Institute of Human Resource Management

9. For further details please contact us on: 7399900 Or visit us at 484, Havelock Road, Colombo 05 Intercontinental Institute of Human Resource Management