You cannot copy content of this page
Sale!

Call Center Training

$200.00 $99.00

Limited Time Offer

This Course Includes:
Videos | Case Studies | Quizzes | Activities| Certificate of Achievement | Unlimited Access & Re-takes | Surprise Bonus

 

Number of Licenses:

Category:

Call Center Training Course Description

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.


Call Center Training Course Outline:

 

Module One: Getting Started

  • Workshop Objectives

 

Module Two: The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
  • Review Questions

Module Three: The Basics (II)

  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Review Questions

Module Four: Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly – Tone of Voice
  • Effective Listening
  • Case Study
  • Review Questions

Module Five: Tools

  • Self Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
  • Review Questions

Module Six: Speaking Like a Star

  • S = Situation
  • T= Task
  • A= Action
  • R = Result
  • Case Study
  • Review Questions

Module Seven: Types of Questions

  • Open Questions
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study
  • Review Questions

Module Eight: Benchmarking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Case Study
  • Review Questions

Module Nine: Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study
  • Review Questions

Module Ten: Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study
  • Review Questions

Module Eleven: Closing

  • Knowing When it”s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
  • Case Study
  • Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Lessons Learned
  • Completion of Action Plans and Evaluations

 

WHAT OTHERS SAY

 

Kevin O'SullivanKEVIN O’SULLIVAN | CEO – STAR KNOWLEDGE TECHNOLOGY ALLIANCE LLC – USA

“An exceptional soft skills library of video content and structure that aligns totally with the challenges and demands of corporate adult learning requirements for knowledge-centric employees. I recently conducted my initial soft skills learning session with 36 offshore employees and the reviews were all 5 stars!”


Jeanie Allen
JEANIE ALLEN | DIRECTOR – HORIZON HEALTH CAREER TRAINING CENTER – USA

We have absolutely loved the soft skills online courses. Our school offers training for health related careers. We show the soft skills videos to each class at the end of their program and the response has been overwhelming. The students have found the information very helpful and are very complimentary of the quality of the videos.”