Sales & Marketing

Call Center Training (preview)


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


Call Center Training Course Outline:


Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives

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

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

Module Four: Phone Etiquette
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
Case Study
Review Questions

Module Nine: Goal Setting
The Importance of Goals
Staying Committed
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

  • Call Center Training
  • 1. Getting Started - Call Centre
  • 2. The Basics _I_ _Call Centre_
  • Module 02 Case Study
  • Activity - Emotional Sharing
  • 3. The Basics _II_ - Call Centre
  • Module 03 Case Study
  • Activity - Situation
  • 4. Preparation - Call Centre
  • Module 04 Case Study
  • Activity - Effectively Listening
  • 5. Tools _Call Centre_
  • Module 05 Case Study
  • Activity - Self-Assessments
  • 6. Speaking Like a Star - Call Centre
  • Module 06 Case Study
  • Activity - T_Task
  • 7. Types of Questions - Call Centre
  • Module 07 Case Study
  • Activity - Multiple Choice Redirection
  • 8. Benchmarking - Call Centre
  • Module 08 Case Study
  • Activity - Benchmark Metrics
  • 9. Goal Setting _Call Centre_
  • Module 09 Case Study
  • Activity - Staying Committed
  • 10. Key Steps _Call Centre_
  • Module 10 Case Study
  • Activity - Six Success Factors
  • 11. Closing - Call Centre
  • Module 11 Case Study
  • Recommended Reading List
  • Closing
  • Assessment - Call Centre Training
Completion rules
  • All units must be completed