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Call Center Training Course

Course Overview

Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Center Training will help dramatically improve those skills. Improve your phone skills to increase your confidence, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees with reduced turnover will produce happier customers and better retention.

Learn the skills to improve productivity and performance, helping you to produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make you reach your potential, and to keep your skill-set at a high level.

This will help you know how 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

Course Content

  • Module One: Getting Started
  • Module Two: The Basics (I)
  • Module Three: The Basics (II)
  • Module Four:Phone Etiquette
  • Module Five: Tools
  • Module Six: Speaking Like a Star
  • Module Seven: Types of Questions
  • Module Eight: Benchmarking
  • Module Nine: Goal Setting
  • Module Ten: Key Steps
  • Module Eleven: Closing
  • Module Twelve: Wrapping Up