Call Center Training Course

Course Description

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 their 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 their com­pa­nies 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.

Learning Outcomes

At the end of this course, you will be able to:
  • 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 Features

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MODULES
Module One: Getting Started
Module Two: The Basics (I)
Module Three: The Basics (II)
Module Four: Phone Etiquette
Module Five: Tools
Module Six: Speaking Like a Star
Module Seven: Types of Questions
Module Eight: Benchmarking
Module Nine: Goal Setting
Module Ten: Key Steps
Module Eleven: Closing
Module Twelve: Wrapping Up

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