Call Center Training Course

Whether we choose to embrace them or not, contact / call centers are business elements that here to stay. This course will help contact center agents learn to make the most of the telephone based work including understanding the best ways to listen and to be heard. Each phone interaction has elements of sales and customer service skills which will be explored in detail during this energizing and practical learning experience.

How You Will Benefit From Our Call Center Training Course:

• 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.
• Personalize techniques for managing stress.

Topics to be covered in the Call Center Course:

• What’s missing in telephone communication?
• Who are your customers?
• Questioning and listening skills
• Asking the right questions
• Vocal exercises
• Cold calling and warm calls
• Developing and perfecting a script
• Going above and beyond handling objections
• How to handle difficult callers
• How to avoid phone tag and getting call backs