CALL CENTRE TRAINING ONLINE SHORT COURSE
Vizual Coaching
Summary
- Tutor is available to students
Overview
- 1 Years unlimited access,
- 24 hour support available,
- Certificate awarded upon completion to show employers your new skills!
Discover How To Develop and Implement Call Centre Training
A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.
By the end of this course, you will be able to:
- Define and understand call centre strategies
- Identify different types of buying motivations
- Creat SMART Goals
- Familiarise myself with strategies to sharpen effective communication
- Use proper phone etiquette
- Set benchmarks
Description
Module One - Getting Started
- Getting Started
Module Two - The Basics (Part 1)
- Defining buying motives
- Establishing a call strategy
- Prospecting
- Qualifying
Module Three - The Basics (Part 2)
- Getting beyond the gate keeper
- Controlling the call
- Difficult customers
- Reporting
Module Four - Phone Etiquette
- Speaking clearly - tone of voice
- Effective listening
- Preparation
- Building rapport
Module Five - Tools
- Making the script your own
- The sales dashboard
- Self - Assessments
- Utilizing sales scripts
Module Six - Speaking like a STAR
- S = Situation
- T = Task
- A = Action
- R = Result
Module Seven - Types of Questions
- Open questions
- Closed questions
- Ignorant redirection
- Positive redirection
- Negative redirection
- Multiple choice redirection
Module Eight - Benchmarking
- Benchmark metrics
- Performance breakdown
- Implementing improvements
- Benefits
Module Nine - Goal Setting
- The importance of goals
- SMART goals
- Staying committed
- Motivation
- Overcoming limitations
Module Ten - Key Steps
- Six success factors
- Staying customer focused
- The art of telephone persuasion
- Telephone selling techniques
Module Eleven - Closing
- Knowing when it's time to close
- Closing techniques
- Maintaining the relationship
- After the sale
Module Twelve - Wrapping Up
- HAL LINDEN - I hadn't really noticed that I had a hearing problem; I just thought most people had given up on speaking clearly.
- MOLIERE - If you make yourself understood you're always speaking well.
- ZIG ZIGLAR - What you do off the job is a determining factor in how far you will go on the job.
- WINSTON CHURCHILL - Broadly speaking, short words are the best, and the old words the best of all.
- Easy to follow and understand
- Only 6 to 8 hours of study is required
- Unlimited, lifetime access to online course
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Download printer friendly course content
- Certificate of completion awarded with passing score for the assessment
Our Online IT Training Courses are available 24 hours a day, 7 days a week for any computer that has online access!
Minimum specifications for the computer are:
Windows:
- Microsoft Windows XP, or later
- Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
- OSX/iOS 6 or later
- Modern and up to date Browser (Firefox, Chrome, Safari)
- Internet bandwidth of 1Mb or faster
- Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Adobe Acrobat Reader
Requirements
Students must have basic literacy and numeracy skills.
Open entry. Previous schooling and academic achievements are not required for entry into this course.
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.