BUY COURSE NOW - online self directed

Call Center Training provides the necessary learning to ensure cost savings through reduced employee turnover. Participants will learn the skills to improve productivity and performance, resulting in creating a positive environment throughout your organization. Evaluating metrics and coaching are also used to make sure participants are reaching their potential. 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 participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers. Begin with a positive change today!

Course 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:


Call Center Training

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

• 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 to Close

• Closing Techniques

• Maintaining the Relationship

• After the Sale

• Case Study

• Review Questions

Module Eleven: Assignment Review / Wrap Up