Course Synopsis

Welcome to the Call Center Training Workshop. A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses.

Course Objectives

  • 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 curriculum

  • 1

    Getting Started

    • Module 1 - Introduction

    • Module 1 - Getting Started

    • Module 1 - Workshop Objectives

  • 2

    The Basics

    • Module 2 - The Basics Part 1

    • Module 2 - Defining Buying Motives

    • Module 2 - Establishing a Call Strategy

    • Module 2 - Prospecting

    • Module 2 - Qualifying

    • Module 2 - Case Study

    • Module 2 - Video

    • Module 2 - Quiz
  • 3

    The Basics (II)

    • Module 3 - The Basics Part 2

    • Module 3 - Getting Beyond the Gate Keeper

    • Module 3 - Controlling the Call

    • Module 3 - Difficult Customers

    • Module 3 - Reporting

    • Module 3 - Case Study

    • Module 3 - Video

    • Module 3 - Quiz

  • 4

    Phone Ettiquette

    • Module 4 - Phone Etiqutte

    • Module 4 - Preparation

    • Module 4 - Building Rapport

    • Module 4 - Speaking Clearly - Tone of Voice

    • Module 4 - Effective Listening

    • Module 4 - Case Study

    • Module 4 - Video

    • Module 4 - Quiz
  • 5

    Tools

    • Module 5 - Tools

    • Module 5 - Self-Assessments

    • Module 5 - Utilizing Sales Scripts

    • Module 5 - Making the Script Your Own

    • Module 5 - The Sales Dashboard

    • Module 5 - Case Study

    • Module 5 - Video

    • Module 5 - Quiz
  • 6

    Speaking Like A Star

    • Module 6 - Speaking Like a Star

    • Module 6 - S = Situation

    • Module 6 - T= Task

    • Module 6 - A = Action

    • Module 6 - Case Study

    • Module 6 - Video

    • Module 6 - Quiz
  • 7

    Types of Questions

    • Module 7 - Types of Questions

    • Module 7 - Open Questions

    • Module 7 - Closed Questions

    • Module 7 - Ignorant Redirection

    • Module 7 - Positive Redirection

    • Module 7 - Negative Redirection

    • Module 7 - Multiple Choice Redirection

    • Module 7 - Case Study

    • Module 7 - Video

    • Module 7 - Quiz

  • 8

    Benchmarking

    • Module 8 - Benchmarking

    • Module 8 - Benchmark Metrics

    • Module 8 - Performance Breakdown

    • Module 8 - Implementing Improvements

    • Module 8 - Benefits

    • Module 8 - Case Study

    • Module 8 - Video

    • Module 8 - Quiz

  • 9

    Goal Setting

    • Module 9 - Goal Setting

    • Module 9 - The Importance of Goals

    • Module 9 - SMART Goals

    • Module 9 - Staying Committed

    • Module 9 - Motivation

    • Module 9 - Overcoming Limitations

    • Module 9 - Case Study

    • Module 9 - Video

    • Module 9 - Quiz
  • 10

    Key Steps

    • Module 10 - Key Steps

    • Module 10 - Six Success Factors

    • Module 10 - Staying Customer Focused

    • Module 10 - The Art of Telephone Persuasion

    • Module 10 - Telephone Selling Techniques

    • Module 10 - Case Study

    • Module 10 - Video

    • Module 10 - Quiz

  • 11

    Closing

    • Module 11 - Closing

    • Module 11 - Knowing when it's Time to Close

    • Module 11 - Closing Techniques

    • Module 11 - Maintaing the Relationship

    • Module 11 - After the Sale

    • Module 11 - Case Study

    • Module 11 - Video

    • Module 11 - Quiz

  • 12

    Wrapping Up

    • Module 12 - Wrapping Up

Call Center Training