Call Center Training
- Training Time: 9:00 am to 5:00 pm
- Inclusion: Participants Manual and Certificate of Completion
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. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.
Learning Points
- Define and understand call center strategies.
- Identify different types of buying motivations.
- Create SMART Goals.
- Familiarize myself with strategies that sharpen effective communication.
- Use proper phone etiquette.
- Set benchmarks.
Course Outline
Call Center Training – Module 1
Getting Started
- Workshop Objectives
- Pre-Assignment Review
Call Center Training – Lesson 2
The Basics (I)
- Defining Buying Motives
- Establishing a Call Strategy
- Prospecting
- Qualifying
Call Center Training – Lesson 3
The Basics (II)
- Getting Beyond the Gate Keeper
- Controlling the Call
- Difficult Customers
- Reporting
Call Center Training – Lesson 4
Phone Etiquette
- Preparation
- Building Rapport
- Speaking Clearly-Tone of Voice
- Effective Listening
Call Center Training – Lesson 5
Tools
- Self-Assessments
- Utilizing Sales Scripts
- Making the Script Your Own
- The Sales Dashboard
Call Center Training – Lesson 6
Speaking Like A Star
- S = Situation
- T = Task
- A = Action
- R = Result
Call Center Training – Lesson 7
Types of Questions
- Open Questions
- Closed Questions
- Ignorant Redirection
- Positive Redirection
- Negative Redirection
- Multiple Choice Redirection
Call Center Training – Lesson 8
Bench Marking
- Benchmark Metrics
- Performance Breakdown
- Implementing Improvements
- Benefits
Call Center Training – Lesson 9
Goal Setting
- The Importance of Goals
- SMART Goals
- Staying Committed
- Motivation
- Overcoming Limitations
Call Center Training – Lesson 10
Key Steps
- Six Success Factors
- Staying Customer Focused
- The Art of Telephone Persuasion
- Telephone Selling Techniques
Call Center Training – Lesson 11
Closing
- Knowing when it’s Time to Close
- Closing Techniques
- Maintaining the Relationship
- After the Sale
Anger Management – Lesson 12
Wrapping it up
- Words from the Wise
You Can Expect...
- Increased confidence when entering your work area
- To be equipped to answer questions and overcome objections and close sales
You Need This If...
- You need to understand how to use Call Center strategies
- You need to identify buyers motivation and close a sale
This Is About...
- Strategies to sharpen effective communication
- Proper phone etiquette
- Setting benchmarks
In-House Rate
Participants: 25 – 30
Duration: 1 day
Course Fee:
Level 7*
, per person
Includes: Manual, Certificate of Completion
* hover over the level link to see the actual price summary