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Call Center Training

Call Center Training

US$71.53 Add to Cart Enroll Now

Description

Phone skills are a precious tool to have in an employee's skill-set, and Call Center Training will help provide those skills. This course will help you improve your phone skills, make you more confident, improve sales, and help gain new customers while retaining your current clients. A more confident employee is also happier, and happier employees will produce more satisfied customers.

Call Center Training will lower costs as it can reduce turnover. You will learn the skills to improve productivity and performance. This course will produce a positive environment throughout your company and help influence the organization. Evaluating metrics and coaching are also used to make sure you reach your potential and keep your skill-set at a high level.

Course Curriculum

  • Introduction
    • Course Objectives ..
  • Module 1
    • The Basics (I) ..
    • Defining Buying Motives ..
    • Establishing a Call Strategy ..
    • Prospecting ..
    • Qualifying ..
    • Knowledge Check ..
  • Module 2
    • The Basics (II) ..
    • Getting Beyond the Gate Keeper ..
    • Controlling the Call ..
    • Difficult Customers ..
    • Reporting ..
    • Knowledge Check ..
  • Module 3
    • Phone Etiquette ..
    • Preparation ..
    • Building Rapport ..
    • Speaking Clearly - Tone of Voice ..
    • Effective Listening ..
    • Knowledge Check ..
  • Module 4
    • Tools ..
    • Self-Assessments ..
    • Utilizing Sales Scripts ..
    • Making the Script Your Own ..
    • The Sales Dashboard ..
    • Knowledge Check ..
  • Module 5
    • Speaking Like a Star ..
    • S= Situation ..
    • T = Task ..
    • A = Action ..
    • R = Result ..
    • Knowledge Check ..
  • Module 6
    • Types of Questions ..
    • Open Questions ..
    • Closed Questions ..
    • Ignorant Redirection ..
    • Positive Redirection ..
    • Negative Redirection ..
    • Multiple Choice Redirection ..
    • Knowledge Check ..
  • Module 7
    • Benchmarking ..
    • Benchmark Metrics ..
    • Performance Breakdown ..
    • Implementing Improvements ..
    • Benefits ..
    • Knowledge Check ..
  • Module 8
    • Goal Setting ..
    • The Importance of Goals ..
    • SMART Goals ..
    • Staying Commited ..
    • Motivation ..
    • Overcoming Limitations ..
    • Knowledge Check ..
  • Module 9
    • Key Steps ..
    • Six Success Factors ..
    • Staying Customer Focused ..
    • The Art of Telephone Persuasion ..
    • Telephone Selling Techniques ..
    • Knowledge Check ..
  • Module 10
    • Closing ..
    • Knowing when it's Time to Close ..
    • Closing Techniques ..
    • Maintaining the Relationship ..
    • After the Sale ..
    • Knowledge Check ..
  • Assessment
    • Post-Test ..