Call Center Training Course

An employee’s skill set would greatly benefit from having phone skills, which Call Center Training will aid to impart. This course will assist your participants become more proficient phone operators, which will boost sales, instill confidence in them, and help you attract new clients while keeping your present clientele. An employee with greater confidence tends to be happier, and contented employees in turn generate contented consumers.

Because call center training can cut turnover, costs will go down. The abilities to increase performance and productivity will be taught to the participants. This will influence the corporation as a whole and create a pleasant atmosphere throughout your business. In order to ensure that the participants are achieving their full potential and maintaining a high level of proficiency, evaluation measures and coaching are also employed.

INR 199 / USD 10

Module 1

The Basics (I)
Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Knowledge Check

Module 2

The Basics (II)
Getting Beyond the Gate Keeper
Controlling the Call
Difficult Customers
Reporting
Knowledge Check

Module 3

Phone Etiquette
Preparation
Building Rapport
Speaking Clearly – Tone of Voice
Effective Listening
Knowledge Check

Module 4

Tools
Self-Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard
Knowledge Check

Module 5

Speaking Like a Star
S= Situation
T = Task
A = Action
R = Result
Knowledge Check

Module 6

Types of Questions
Open Questions
Closed Questions
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Knowledge Check

Module 7

Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits
Knowledge Check

Module 8

Goal Setting
The Importance of Goals
SMART Goals
Staying Commited
Motivation
Overcoming Limitations
Knowledge Check

Module 9

Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Knowledge Check

Module 10

Closing
Knowing when it’s Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Knowledge Check

Assessment

Post-Test