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Call Center Training – Sales and Customer Service Training for Call Center Agents

This course is currently available as E-Learning, or a private instructor-led class scheduled to suit your availabilty. You can click here to inquire further or you ask us for recommendations on similar classes.

Recommended Prerequisites

No prerequisites are required for this course.

Course Overview

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course.

Learning Objectives

Course Outline

  1. Course Overview
  2. What’s Missing in Telephone Communication?
  3. It’s Not What You Say; It’s How You Say It
  4. In the Absence of Body Language
  5. Verbal Communication Techniques
  6. Being Yourself and Sounding Your Best
  7. A Service Image
  8. Who are Your Customers?
  9. Define the Customer and Client
  10. About Relationships
  11. To Serve and Delight
  12. Did You Hear Me?
  13. Listening Skills
  14. The Mission: To Listen
  15. Asking the Right Questions
  16. Open vs. Closed Questions
  17. Probing Techniques
  18. Saying No
  19. When We Say “No”
  20. Delivering Bad News
  21. Sales by Phone
  22. Benefits of Telemarketing
  23. Rapport Building
  24. Taking Messages
  25. Pen in Hand
  26. Effective Messages
  27. Staying Out of Voice Mail Jail
  28. Closing Down the Voice
  29. Cold and Warm Calls
  30. The Cold Call
  31. The Warm Call
  32. Developing a Script
  33. Scripting Techniques
  34. Sample Script
  35. Perfecting the Script
  36. Making the Script Yours
  37. Using Cheat Sheets
  38. Going Above and Beyond
  39. Fifteen Techniques for CCA Success
  40. Customize Your Service
  41. Handling Objections
  42. Closing the Sale
  43. Feelings
  44. Changes in the Customer
  45. The Changing Customer
  46. What the Customer Wants
  47. Negotiation Techniques
  48. Mastering Negotiation Skills
  49. Practicing Negotiation
  50. It’s More Than Just a Phase
  51. Phases of Negotiation
  52. Negotiation Made Easier
  53. High Impact Moments
  54. Make It Count
  55. Creating Case Studies
  56. Tips for Challenging Callers
  57. Tips and Tricks
  58. Caller Behaviors
  59. Up the Mountain
  60. Dealing with Difficult Customers
  61. Dealing with Problems
  62. Dealing with Vulgarity
  63. Phone Tag and Getting the Call Back
  64. Phone Tag
  65. Following Up
  66. This is My Mentor
  67. Stress Busting
  68. News from Within
  69. Management Reports
  70. Pre-Assignment Review
  71. CCA Reports
  72. Wrapping Up
  73. It’s a Wrap – Just About!
  74. Debrief
  75. Close with Vocals
  76. Personal Action Plan
  77. Recommended Reading List
  78. Post-Course Assessment

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