Call Center Training

Call Cen­ter Training

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


How You Will Benefit:

  • Develop an under­stand­ing of the nuances of body lan­guage and ver­bal skills.
  • Learn aspects of ver­bal com­mu­ni­ca­tion such as tone, cadence, and pitch.
  • Demon­strate an under­stand­ing of ques­tion­ing and lis­ten­ing skills.
  • Acquire com­fort with deliv­er­ing bad news and say­ing no.
  • Learn effec­tive ways to negotiate.
  • Under­stand the impor­tance of cre­at­ing and deliv­er­ing mean­ing­ful messages.
  • Use tools to facil­i­tate communication.
  • Real­ize the value of per­son­al­iz­ing inter­ac­tions and devel­op­ing relationships.
  • Prac­tice vocal tech­niques that enhance speech and com­mu­ni­ca­tion ability.
  • Per­son­al­ize tech­niques for man­ag­ing stress.

What You Will Cover:

  • What’s miss­ing in tele­phone communication?
  • Ver­bal communication
  • Who are your customers?
  • Ques­tion­ing and lis­ten­ing skills
  • Ask­ing the right questions
  • Vocal exer­cises
  • Sales by phone
  • Tak­ing messages
  • Stay­ing out of voice mail jail
  • A look back
  • Cold and warm calls
  • Devel­op­ing and per­fect­ing a script
  • Going above and beyond
  • Han­dling objections
  • High impact moments
  • Tips for chatty and dif­fi­cult callers
  • Phone tag and get­ting the call back
  • Stress bust­ing
  • News from within

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.

Who are Your Cus­tomers?
In this ses­sion, par­tic­i­pants will learn about what a cus­tomer is, and they will iden­tify some of their own customers.

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

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 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.


Short Descrip­tion

Whether we choose to embrace them or can­not stand being inter­rupted by their calls, call cen­ters are a busi­ness ele­ment that is here to stay. This course will help call cen­ter agents learn to make the most of their telephone-​based work, includ­ing unders

Course Info

Three Days — 24 hr :

Con­tact Us

ITBC­group.…

25 Amhurst Road…

Lon­don , UK , E5 8HH

Cell: +07495497301

Maadi , Cairo, Egypt

Cell: 01001531899 | 01017080808

www​.itbcg​.net | info@​tbcg.​net

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