Call Center Training

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.

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

Syllabus

Module One: Getting Started
Introduction
Course Objectives
Pre-assignment
Module Two: The Basics (I)
Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Case Study
Module Two: Review Questions
Module Three: The Basics (II)
Getting Beyond the Gate Keeper
Controlling the Call
Difficult Customers
Reporting
Case Study
Module Three: Review Questions
Module Four: Phone Etiquette
Preparation
Building Rapport
Speaking Clearly - Tone of Voice
Effective Listening
Case Study
Module Four: Review Questions
Module Five: Tools
Self-Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard
Case Study
Module Five: Review Questions
Module Six: Speaking Like a Star
S = Situation
T = Task
A = Action
R = Result
Case Study
Module Six: Review Questions
Module Seven: Types of Questions
Open Questions
Closed Questions
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Case Study
Module Seven: Review Questions
Module Eight: Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Case Study
Module Eight: Review Questions
Module Nine: Goal Setting
The Importance of Goals
SMART Goals
Staying Committed
Motivation
Overcoming Limitations
Case Study
Module Nine: Review Questions
Module Ten: Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Case Study
Module Ten: Review Questions
Module Eleven: Closing
Knowing when it's Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Wrapping Up
How to get your Diploma
Action Plan

Basic information

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

Customer information

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Order summary

CourseTotal
Call Center Training39.90
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This course is included in:

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