Call Centre Training

2 Days

Introduction

The use of telephone skills are a highly valuable tool to have in an employee’s skill-set, and Call Centre Training will help provide those skills. This course will help you improve your telephone skills, make you more confident, improve sales, and help gain new customers while retaining your current clientele.

In addition, our Call Centre Training course will help to lower costs as it can reduce employee turnover. You will learn the skills to improve productivity and performance, thereby, producing a positive environment throughout your company and help influence the organisation 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.

Programme Objectives:

• Define and understand call centre strategies
• Identify different types of buying motivations
• Create SMART Goals
• Familiarise myself with strategies that sharpen effective communication
• Use proper phone etiquette.
• Set benchmarks

Method and Approach

This programme will involve the use of slides, handout material, work manual with all instructor notes and slides, examples of best practice, appropriate videos and appropriate video material.

The use of flip-charts, syndicate workshops and reporting back sessions will encourage a fully participative and enjoyable event. Delegates will be encouraged to participate actively in relating previous work experiences.

Who Should Attend

This course is useful for anyone working on a telephone as part of the main daily routine but is particularly sued for those working in a call centre from the operative making the calls to call centre managers.

Course Content

This two-day course will cover the following subjects:

Module One: Getting Started

• Introduction to the course
• Workshop Objectives

Module Two: The Basics (I)

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

Module Three: The Basics (II)

• Getting Beyond The Gate Keeper
• Controlling The Call
• Difficult Customers
• Reporting
• Case Study
• Review Questions

Module Four: Phone Etiquette

• Preparation
• Building Rapport
• Speaking Clearly – Tone of Voice
• Effective Listening
• Case Study
• Review Questions

Module Five: Tools

• Self Assessments
• Utilising Sales Scripts
• Making the Script Your Own
• The Sales Dashboard
• Case Study
• Review Questions

Module Six: Speaking Like a Star

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

Module Seven: Types of Questions

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

Module Eight: Benchmarking

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

Module Nine: Goal Setting

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

Module Ten: Key Steps

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

Module Eleven: Closing

• Knowing When it’s Time to Close
• Closing Techniques
• Maintaining the Relationship
• After the Sale
• Case Study
• Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Lessons Learned
• Completion of Action Plans and Evaluations