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Call Centre Training: Sales and Customer Service Training for Call Centre Agents Training

Fully Customisable

Call centers, whether we choose to embrace them or cannot stand being interrupted by their calls, are a business element that is here to stay. This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard. Each phone interaction also has elements of sales and customer service skills, which will be explored in detail throughout this energizing and practical three-day workshop.

This workshop will help you teach participants:
- The nuances of body language and verbal skills
- Aspects of verbal communication such as tone, cadence, and pitch
- Questioning and listening skills
- How to deliver bad news or say “no”
- Effective ways to negotiate
- The importance of creating and delivering meaningful messages
- Tools to facilitate their communication
- The value of personalizing their interactions and developing relationships
- Vocal techniques that will enhance their speech and communication ability
- Personalized techniques for managing stress

Learn more... Course Outline 

 

Target Audience

The Courseware Company’s products are typically purchased by IT and business skills training providers, schools and colleges or corporate training departments. Content can also be bought and customised by freelance trainers for their own customers.

Prerequisites

No previous experience or training in customer service is required, though students should possess basic numeracy and literacy and ideally have a basic understanding of using computers and software applications, such as Microsoft Word.

 

What You Actually Receive

  • Student manual Fully customisable. May be opened in any wordprocessor and changed to meet your exact needs. 1
  • Trainer manual Fully customisable with additional information for trainers. 2
  • Ice breakers and class activities Fully customisable. Delivered as a folder full of activities for your students. 3
  • PCQ - Pre-Course Questionnaires Fully customisable. Ensures you can get a fully understanding of your delegates expectations, requirements and current skill levels before they attend the course. 4
  • Content overview Fully customisable. Comprehensive course overview to help you market your course to your customers. 5
  • Presentations Fully customisable. Complete set of PowerPoint slides for use by the trainer. 6
  • Additional reading... Fully customisable. Give your students some recommended further reading materials for this course. 7
  • Sales information sheets Fully customisable. Information sheets to help you sell your course to your employees or external customers. 8

The Courseware Company (established in the early 1990s and part of gtslearning) is the only European authorised reseller of Velsoft courseware materials and print licences. Velsoft offers fully customisable training materials, delivered online and fully supported with instructor resources and student study tools.

To get started, just open this 'Call Centre Training' courseware in your favourite word processor. You can fully customise the materials to suit your exact learning needs and include your own branding. Your own tailor-made course, delivered 'off-the-peg' and saving you thousands of pounds in development time and man-hours. Just press print and the perfect learning experience is yours to deliver.

You Also Receive

  • Fully customisable Sold on a site licence basis, you can tailor the courseware to meet specific learning or corporate requirements. 1
  • Instant download Content is available to download immediately after purchase. Backup CDs are also available. 2
  • Proven Our course materials are used in hundreds of training centres around the world. Every course is fully beta tested and validated in the classroom before undergoing a full production release. 3
  • Simple... No need to invest in expensive DTP applications - all files are easily editable in any word processor. 4
  • Print on demand You only need to print exactly what you need, when you need it. 5
  • Totally flexible Courses can be modified to meet specific requirements. Sections can be removed. New content added. One or more titles can be combined. Whatever your training requirements, our courseware can help you meet that need. 6
  • Unlimited users Content is sold on a site licence basis. You can train as many staff or employees at that location as you like. Forever! 7
  • Buy once. Use forever! You’re buying a perpetual licence. One payment gives you an unlimited site licence for use as long as you need it. 8
  • No limits! Unlike some content providers, our licence enables you to reprint the courseware as many times as you like. 1 student or 100,000, it doesn’t matter... 9

Call Centre Training: Sales and Customer Service Training for Call Centre Agents Training Outline

Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

What's Missing in Telephone Communication?To begin, participants will explore Alfred Mehrabian's study on communication and how it affects telephone communication. Participants will also learn the role that body language plays in telephone communication.

Verbal Communication This session will cover the four E's of an effective telephone voice and how you can use them to promote a service image.

To Serve and Delight This session will give participants an opportunity to develop strong, helpful phrases for assisting customers.

Questioning and Listening Skills During this session, participants will learn techniques for active listening and staying focused.

Asking the Right Questions In this session, participants will learn about open and closed questions and probes.

Saying No Delivering bad news and saying "no" can be two of the most challenging aspects of a call center agent's job. This session will give participants techniques and practice in these two key skill areas.

Sales by Phone This session will discuss how to use information delivery and rapport building to help participants sell over the phone.

Taking Messages During this session, participants will look at some key elements of taking messages. Then, they will develop a quick reference sheet that they can keep by their desk.

Staying Out of Voice Mail Jail Voice mail is a great tool, but it can also be frustrating. In this session, participants will discuss some tips for leaving messages and they will have an opportunity to practice those techniques.

Closing Down the Voice This session will give participants a chance to practice some vocal exercises.

Cold and Warm Calls During this session, participants will learn about these two types of calls and how to maximize their efficiency in each.

Developing a Script Scripts can be an effective tool, particularly for cold calls. This session will give participants a chance to lay out the framework for their script.

Perfecting the Script Next, participants will learn ways to customize their scripts. We will also look at FAQ sheets and how they can help participants on a daily basis.

Going Above and Beyond This session will give participants 15 techniques for success and some ways to customize their service.

Handling Objections During this session, participants will learn different ways to address sales objections.

Closing the Sale Next, participants will develop good questions that can help them close a sale.

Feelings During this session, participants will work in pairs to rewrite dry and less than imaginative statements to show empathy for their customers.

Changes in the Customer This session will explore some ways that customers have changed in the past twenty years.

Negotiation Negotiation is a key skill for call center success. During this session, participants will learn four things that they can do to become better negotiators.

It's More Than Just a Phase Next, participants will learn about the four phases of negotiation and some different types of negotiation.

High Impact Moments This session will explore some situations where you come into contact with a client or customer at a time when you can have a huge impact on them.

Tips for Chatty Callers During this session, participants will learn some ways to deal with different caller types.

This is My Mentor, Roger This case study will give participants a chance to practice some of the skills that they have learned so far.

Phone Tag and Getting the Call Back While today's technology can make it hard to reach a decision maker, it also provides opportunities. This session will give participants some tools to deal with phone tag.

Dealing with Difficult Customers This session will give participants nine easy techniques for managing difficult customers. We will also look at how to deal with vulgarity.

Stress Busting We all need techniques for managing the stress in our lives. This session will encourage participants to develop some personalized ways to manage stress.

News from Within During this session, we will take brief look at the inside workings of a call center and how they are managed.

Wrapping Up As the workshop comes to a close, participants will work in small groups to create a review activity for each other. We will also review vocal exercises.

Workshop Wrap-Up At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

Call Centre Training: Sales and Customer Service Training for Call Centre Agents Courseware

  • Fully Customisable
  • Add your own name & logos
  • Unlimited reprinting rights
  • Unlimited number of users
  • No annual renewal fees

Soft Skills, Business Skills and Computer Training Courseware by The Couseware Company

The UK’s Number One choice for Customisable Soft Skills, Business Skills and Computer Training courseware

Want to deliver the best Business Skills or Computer Training courses to your students? The Courseware Company is the UK’s leading supplier of fully Customisable business skills courseware licences.

Content is available for many business disciplines as well as Microsoft Office, Adobe and many other training products. Essentially, we’ve packaged the classroom   prep time into an affordable, effective product.

Bundle and Save

This course can be purchased individually or as part of the Sales and Marketing Bundle. Also included in this bundle are: