Call Center Training

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Course Description

Step into the world of customer service excellence with our Call Center Course! This program is meticulously designed to empower call center agents with the skills and confidence to handle every customer interaction with professionalism and empathy. From mastering communication techniques to understanding customer needs and resolving issues effectively, this course sets the foundation for delivering exceptional service that drives customer satisfaction and loyalty.

Learn the art of active listening, handling challenging situations, and exceeding performance expectations in a fast-paced environment. With practical tools, real-world scenarios, and interactive modules, this course ensures you’re equipped to excel in your role and contribute to your team's success.

10+

Hours

65

Lectures

$60

Price

WHAT TO EXPECT

Learning Objectives

  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Become familiar with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.

Course Outline

Module One: The Basics (I)

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

Module Two: The Basics (II)

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

Module Three: Phone Etiquette

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

Module Four: Tools

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

Module Five: Speaking Like a Star

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

Module Six: Types of Questions

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

Module Seven: Benchmarking

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

Module Eight: Goal Setting

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

Module Nine: Key Steps

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

Module Ten: Closing

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

Assessment