Call Centre Excellence

Course Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

• At the end of this workshop, participants 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.

Who Should Attend

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. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

Experience Required

No Experience Required

Course Syllabus

Module One: Getting Started

Workshop Objectives

Pre-Assignment Review

Module Two: The Basics (I)

Defining Buying Motives

Establishing a Call Strategy

Prospecting

Qualifying

Case Study

Module Two: Review Questions

Module Three: The Basics (II)

Getting Beyond the Gate Keeper

Controlling the Call

Difficult Customers

ReportingCase Study

Module Three: Review Questions

Module Four: Phone Etiquette

Preparation

Building Rapport

Speaking Clearly- Tone of Voice

Effective Listening

Case Study

Module Four: Review Questions

Module Five: Tools

Self-Assessments

Utilizing Sales Scripts

Making the Script Your Own

The Sales Dashboard

Case Study

Module Five: Review Questions

Module Six: Speaking Like a Star

S= Situation

T= Task

A= Action

R=Result

Case Study

Module Six: Review Questions

Module Seven: Types of Questions

Open Questions

Closed Questions

Ignorant Redirection

Positive Redirection

Negative Redirection

Multiple Choice Redirection

Case Study

Module Seven: Review Questions

Module Eight: Benchmarking

Benchmark Metrics

Performance Breakdown

Implementing Improvements

Benefits

Case Study

Module Eight: Review Questions

Module Nine: Goal Setting

The Importance of Goals

SMART Goals

Staying Committed

Motivation

Overcoming Limitations

Case Study

Module Nine: Review Questions

Module Ten: Key Steps

Six Success Factors

Staying Customer Focused

The Art of Telephone Persuasion

Telephone Selling Techniques

Case Study

Module Ten: Review Questions

Module Eleven: Closing

Knowing when it's Time to Close

Closing Techniques

Maintaining the Relationship

After the Sale

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

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