Course Name :Call Center Training

Duration : 24 Hrs

Course Fees:

Individual training: USD 1090

Corporate training:

Group of 10 candidates – USD 820

Group of 5 candidates – USD 920

 

Register Now

Overview

While service industry is booming,

call center
services and
training

has become very important. A call center is but a telephone-receiving station that serves as customer a voice-based customer support center for various clients. It is a toll-free line that responds to the customer calls and delivers them relevant information. The customer need not have to do the legwork or undergo the tedious process. The call center executive locates the right person, passes customer queries, and keeps the orders/complaints.  

What You Will Gain?

  • increase participants confidence & fluency in speaking skills
  • introduce to phonetics
  • focus on specific problem souonds
  • extend your vocabulary and deal with difficult grammatical areas

Course Outline

Lesson 1 : Getting started

  • Pre -Assignment Review
  • Workshop Objectives

Lesson 2 : The Basics (Part I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study

Lesson 3 : The Basics (Part II)

  • Getting Beyond the Gate Keeper
  • Controlling the Call
  • Difficult Customers

Lesson 4 : Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly – Tone of voice
  • Effective Listening
  • Case Study

Lesson 5 : Tools

  • Self – Assessments
  • Utilizing Sale Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study

Lesson 6 : Speaking Like a Star

  • S = Situation
  • T = Task
  • A = Action
  • R  = Result
  • Case Study

Lesson 7 : Types of Questions

  • Open Questions
  • Closed Questions
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study

Lesson 8 : Bench Marking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing  Improvements
  • Benefits
  • Case Study

Lesson 9 : Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study

Lesson 10 : Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of  Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study

Lesson 11 : Closing

  • Knowing When It’s Time to close
  • Closing Techniques
  • Maintaining The Relationships
  • After the Sale
  • Case Study

Lesson 12 : Wrapping UP

  • Words From The Wise