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 your participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clients. A more confident employee is also one that is happier, and happier employees will produce happier customers.
Designed for
- Anyone looking to start a career in a Call Center or is new to the business.
- Managers looking to change a business model to a Call Center.
- Those who wish to understand call center strategies.
Learning Objectives
By the end of this workshop, you should 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.
Getting Started
Just to make sure the experience is as smooth as possible we’d like to suggest a couple of things you may or will need to get on with the course:
- While we are happy for anyone to enroll in the course, we suggest that you should be at least managing/leading a team (big or small) or preparing for a role that requires your leadership skills
- Internet connection is a big must
- Readiness to learn, remember this is about you and so you need to be ready to take time to yourself and motivate yourself
- Maybe something to write some notes down or ideas, but don’t worry the course documents can be downloaded at the end of the course for you to review and use at any time
- Have fun!
The Journey
About Call Centers (I)
What’s in it for me: Understand and define the buying motives of a customer. Learn how to establish a call strategy, prospect clients. And qualify them.
Videos: Self Assessment: 3 Checklist: 1 Exercise: 1
The Basics of Sale Pitching (II)
What’s in it for me: Sales starts with first getting beyond the gate keeper. Learn how to control the call and manage difficult customers.
Videos: 1 Self Assessment: 0 Checklist: 0 Exercise: 1
Using Phone Etiquette
What’s in it for me: Phone etiquette sounds simple but different customers require different skills. Learn to prepare. Build rapport and speak clearly using tone of voice and effective listening.
Videos: 1 Self Assessment: 4 Check list: 1 Exercise: 1
Use of Tools
What’s in it for me: Develop self-assessments and utilize sales scripts to master the call. Learn how to make the script your own and understand the role of the sales dashboard.
Videos:1 Self Assessment: 4 Check list: 1 Exercise: 1
Speaking Like a Star
What’s in it for me: Learn about the tool that defines and creates value in your communication. Learn to speak using the star method.
Videos: 1 Self Assessment: 4 Check list: 1 Exercise: 1
Types of Questions
What’s in it for me: In this section we cover all the types of questioning techniques used with clients. Learn about how effect the open & closed questioning techniques work, the ignorant redirection in questioning and applying positive redirection. Negative redirection and multiple choice redirection.
Videos: 1 Self Assessment: 4 Check list: 1 Exercise: 1
Benchmarking
What’s in it for me: Use benchmark metrics to get to the bottom of performance breakdowns and learn to implement improvements. Get to use benchmarks to establish the benefits of a call center.
Videos: 1 Self Assessment: 4 Check list: 1 Exercise: 1
Goal Setting
What’s in it for me: Develop an understanding on the importance of goals. Using the smart goal method, develop tools for staying committed. Motivated, and overcome limitations.
Videos: 1 Self Assessment: 4 Check list: 1 Exercise: 1
Key Steps to a successful Call Center
What’s in it for me: We look at the Six Success Factors and getting the Customer to stay Focused. The Art of Telephone Persuasion and Telephone Selling Techniques are reviewed here.
Videos: 1 Self Assessment: 4 Check list: 1 Exercise: 1
Closing
What’s in it for me: Knowing when it’s time to close. Learn about closing techniques in closing your call, maintaining the relationship and the importance of after sales support.
Videos: 1 Self Assessment: 0 Check list: 1 Exercise: 0
