Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.
Advanced Call Center Training for Call Center Agents Overview
This seminar will help call center 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 during this energizing and practical three-day workshop.
What participants will gain:
At the conclusion of this workshop, participants will:
* 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.
* Learn effective ways to negotiate.
* Understand the importance of delivering meaningful messages.
What we will cover:
* What’s missing in telephone communication?
* Verbal communication
* Who are your customers?
* Questioning and listening skills
* Asking the right questions
* Vocal exercises
* Sales by phone
* Taking messages
* Staying out of voice mail jail
* Cold and warm calls
* Developing and perfecting a script
* Going above and beyond
* Handling objections
* High impact moments
* Tips for chatty and difficult callers
* Phone tag and getting the call back
* Stress busting
Formats Available:
1. Public Workshop
2. Public Webshop
3. Self-Paced Course
Included with your workshop:
1. Instruction by a fun and knowledgeable trainer
2. An instructional manual
3. A framed certificate of completion
4. A 10% discount voucher off your next business training course
Upcoming workshops:
* Length: Three days (up to twenty four hours)
* Date: TBA
Onsite Delivery
We also offer on-site delivery for organizations in the Carolinas who would prefer to have a Senior Facilitator deliver the training. Download our planner and contact us for a complimentary initial consultation.
If you are not satisfied with your workshop, we will provide you with a coupon to attend another seminar of equal or lesser value.
