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04-06-2012: Duration: 20 - 30 minutes. Intended for: This training game helps participants to realise tha.. read more

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Call Center

Target: Junior
Duration: 8 hours per day x 2days = 16 hours

Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Center Training will help provide those skills. This course will help your participants improve their phone skills which will make them more confident, 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 will produce happier customers.

Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
  • Review Questions

Module Three: The Basics (II)

  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Review Questions

Module Four: Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly – Tone of Voice
  • Effective Listening
  • Case Study
  • Review Questions

Module Five: Tools

  • Self Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
  • Review Questions

Module Six: Speaking Like a Star

  • S = Situation
  • T= Task
  • A= Action
  • R = Result
  • Case Study
  • Review Questions

Module Seven: Types of Questions

  • Open Questions
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study
  • Review Questions

Module Eight: Benchmarking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Case Study
  • Review Questions

Module Nine: Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study
  • Review Questions

Module Ten: Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study
  • Review Questions

Module Eleven: Closing

  • Knowing When it’s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
  • Case Study
  • Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

Please email to mark@strategyandteams.com for details. We will run courses only for corporates groups. Alternatively call us on +971 (0) 50 4505317 and we will be delighted to help.

"I, on behalf of everyone would like to thank you for the 2 day course, every piece of which added value We thoroughly enjoyed the class and appreciated your reality input into the discussions. Learning about all of the different techniques and methodologies was most valuable to us. Thank you once again for a wonderful experience."
Abdalla Omar Rahuma, Corporate Human Capital Manager - AlMansoori Specialized Engineering

"We would just like to thank you for your contribution to the event last week. Your reputation preceded you from the highly successful Social Breakfast earlier this year, however you surpassed even that by energizing the group for the whole day including the syndicate sessions and coming up with a creative approach to incorporating the Mission Vision and Values into the quiz. Thanks again for your support."
Titus J N Earle , Leadership and Talent Development Section Leader, ADMA-OPCO

β€œIt was not only an amazing experience, but also considered more useful than the static presentations that used to dominate this most IMPORTANT session attended by the VVIPs of the industry. You made it very interesting."
Vasudevan K. S. | Director – Global Business Development | NavoLabs

 



































































































































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