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

Churchill Square Training and Development

Summary

Price
£24 inc VAT
Study method
Online
Duration
4 hours · Self-paced
Qualification
No formal qualification
22 students purchased this course

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Overview

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This course will help call centre 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 throughout this energising and informative workshop.

Description

What Will Students Learn?

  • The nuances of body language and verbal skills.
  • Aspects of verbal communication such as tone, cadence, and pitch.
  • Questioning and listening skills.
  • Ways of delivering bad news and saying no.
  • Effective ways to negotiate.
  • The importance of creating and delivering meaningful messages.
  • Tools to facilitate communication.
  • The value of personalising interactions and developing relationships.
  • Vocal techniques that enhance speech and communication ability.
  • Techniques for managing stress.

What Topics are Covered?

  • Verbal communication techniques
  • Who are your customers?
  • Listening skills
  • Asking the right questions and saying no
  • Taking messages and using voice mail effectively
  • Vocal exercises
  • Cold and warm calls, including developing a script
  • Going above and beyond and high impact moments
  • Handling objections and closing the sale
  • Negotiation techniques
  • Tips for challenging callers
  • Phone tag and getting the call back
  • Stress busting
  • Call centre trends

Who is this course for?

Call centre agents or managers.

Requirements

No requirements needed for this course.

Questions and answers

No questions or answers found containing ''.

David asked:

Is this an online course?

Answer:

We have an online course for £39 - this includes a workbook that provides you with a permanent record of the course. Or we can deliver the course onsite for £1,950 for up to 15 depending on location.

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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.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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