Call Centre Training

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 = improve phone skills which will make increase confidence, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Beginner 3(7 Ratings) 72 Students enrolled English
Created by
Last updated Thu, 27-Jun-2024
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Course overview

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 the company 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.

What will i learn?

  • Define and understand call center strategies
  • Identify different types of buying motivations
  • Create SMART Goals
  • Become familiar with strategies that sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks
Curriculum for this course
65 Lessons 04:20:00 Hours
The Basics Pt.1
6 Lessons 00:20:00 Hours
  • The Basics (l)
    .
  • Defining Buying Motives
    .
  • Establishing a Call Strategy
    .
  • Prospecting
    .
  • Qualifying
    .
  • Formative Assessment
    0:20:00
The Basics Pt.2
6 Lessons 00:20:00 Hours
  • The Basics (ll)
    .
  • Getting Beyond the Gate Keeper
    .
  • Controlling the Call
    .
  • Difficult Customers
    .
  • Reporting
    .
  • Formative Assessment
    0:20:00
Phone Etiquette
6 Lessons 00:20:00 Hours
  • Phone Etiquette
    .
  • Preparation
    .
  • Building Rapport
    .
  • Speaking Clearly - Tone of Voice
    .
  • Effective Listening
    .
  • Formative Assessment
    0:20:00
Tools
6 Lessons 00:20:00 Hours
  • Tools
    .
  • Self-Assessments
    .
  • Utilizing Sales Scripts
    .
  • Making the Scripts Your Own
    .
  • The Sales Dashboard
    .
  • Formative Assessment
    0:20:00
Speaking Like a Star
6 Lessons 00:20:00 Hours
  • Speaking Like a Star
    .
  • S= Situation
    .
  • T= Task
    .
  • A= Action
    .
  • R= Result
    .
  • Formative Assessment
    0:20:00
Types of Questions
9 Lessons 00:20:00 Hours
  • Types of Questions
    .
  • Open Questions
    .
  • Close Questions
    .
  • Ignorant Redirection
    .
  • Positive Redirection
    .
  • Negative Redirection
    .
  • Multiple Choice Redirection
    .
  • Multiple Choice Redirection
    .
  • Formative Assessment
    0:20:00
Benchmarking
6 Lessons 00:20:00 Hours
  • Benchmarking
    .
  • Benchmark Metrics
    .
  • Performance Breakdown
    .
  • Implementing Improvements
    .
  • Benefits
    .
  • Formative Assessment
    0:20:00
Goal Setting
7 Lessons 00:20:00 Hours
  • Goal Setting
    .
  • The Importance of Goals
    .
  • SMART Goals
    .
  • Staying Committed
    .
  • Motivation
    .
  • Overcoming Limitations
    .
  • Formative Assessment
    0:20:00
Key Steps
6 Lessons 00:20:00 Hours
  • Key Steps
    .
  • Six Success Factors
    .
  • Staying Customer Focused
    .
  • The Art of Telephone Persuasion
    .
  • Telephone Selling Techniques
    .
  • Formative Assessment
    0:20:00
Closing
6 Lessons 00:20:00 Hours
  • Closing
    .
  • Knowing When It's Time to Close
    .
  • Closing Techniques
    .
  • Maintaining the Relationship
    .
  • After the Sale
    .
  • Formative Assessment
    0:20:00
Summative Assessment
1 Lessons 01:00:00 Hours
  • Call Centre - Summative Assessment
    1:00:00
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Reviews

  • Abulele Mkunqwana
  • Nicole Peters
    5
  • Sibabalwe Litshetu
  • Abongile Jolibhokwe
    I learn a lot on these course.
  • Zanele Moshasha
    5
  • Sixolisiwe Patikala
    It was not not that bad I have found it very interesting and easy, 4
  • Wandisiwe Kili
R2500 R299
Includes:
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