Call Center Training

WHO SHOULD ATTEND?

This program is intended for Call Center Agents/ Representatives, Guest Service Representatives, Front Desk Agents and employees who deal with the public on the phone.
 

LEARNING OUTCOMES

  • The call cycle
  • Why have call centers?
  • Using open/closed questions to control a call
  • Showing value
  • Confirming satisfaction
  • Handling problem calls
     

COURSE OVERVIEW & CONTENT

Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Center Training will help provide those skills. This course will help your participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole.
 

  • Introduction
  • Defining Buying Motives
  • Establishing A Call Strategy
  • Prospecting
  • Qualifying
     
  • The Basics
  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
     
  • Phone Etiquette
  • Preparation
  • Building Rapport
  • Speaking Clearly - Tone Of Voice
  • Effective Listening
     
  • Tools
  • Self-Assessments
  • Utilizing Sales Scripts
  • Making The Script Your Own
  • The Sales Dashboard
     
  • Speaking Like A Star
  • S = Situation
  • T = Task
  • A = Action
  • R = Result
     
  • Types Of Questions
  • Open Questions
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
     
  • Benchmarking
  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
     
  • Goal Setting
  • The Importance Of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
     
  • Key Steps
  • Six Success Factors
  • Staying Customer Focused
  • The Art Of Telephone Persuasion
  • Telephone Selling Techniques
     
  • Closing
  • Knowing When It's Time To Close
  • Closing Techniques
  • Maintaining The Relationship
  • After The Sale
     

TRAINING METHODOLOGY

  • Role-Play And Casework To Represent “Your Typical Customer Call”
  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Self-Assessments
  • Action Plan
     

COURSE DURATION: TWO DAY

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Testimonials

"The empathy and know your customer behind the design of the training is great!"

HR Manager, Strategic Thinking & Planning Course

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"I am amazed by the quality of course"

Mr Michael, Supervisory Essentials Course

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"Thank you for arranging for me to have this one-on-one class.  I think it was really the best option.  I was very happy with the day."

Ms Helen Redekopp, King Faisal Specialist Hospital & Research Centre - Business Succession Planning Course

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Special Offers

SPECIAL OFFER: Book today for Customer Care for Customers With Special Needs Programme and save 30% for in-house programme.

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SPECIAL OFFERBook two places and get the third booking on the same course free of charge.