Professional Development

Call Centre Training (E1141)

Call Center Training

A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses.

Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

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.
Every telephone sales associate wants to increase productivity. Constant changes and innovations in the marketplace are sometimes hard to keep up with. The reason people elect to buy is often not a result of logic and planning but rather emotion or felt need. Effective sales associates try to identify the Dominant Buying Motive (DBM) of the buyer on the other end of the phone. Discovering this takes careful listening skills and the suspension of the idea that people always do things for logical reasons.

Course Objectives:

• 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 Modules:

Module One: Getting Started
Workshop Objectives

Module Two: The Basics (I)
Defining Buying Motives
Establishing a Call Strategy
Case Study
Module Two: Review Questions

Module Three: The Basics (II)
Getting Beyond the Gate Keeper
Controlling the Call
Difficult Customers
Case Study
Module Three: Review Questions

Module Four: Phone Etiquette
Building Rapport
Speaking Clearly- Tone of Voice
Effective Listening
Case Study
Module Four: Review Questions

Module Five: Tools
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
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
Staying Committed
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
Words from the Wise
  • Call Centre Training
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever