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Call Center Training


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Call Center Training

Price: $ 49.95+GST

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. With the right training, call center agents can be an excellent asset in your organizations sales process.

In this course, you will learn how to present yourself appropriately on the telephone. You will also learn tips for saying no, giving bad news, selling on the phone, overcoming objections, dealing with difficult customers, taking messages, and managing voice mail. We will also share a basic telephone script that you can customize.

Table of Contents

1. Course Overview
2. What’s Missing in Telephone Communication?
It’s Not What You Say; It’s How You Say It
In the Absence of Body Language
3. Verbal Communication Techniques
Being Yourself and Sounding Your Best
A Service Image
4. Who are Your Customers?
Define the Customer and Client
About Relationships
5. To Serve and Delight
6. Did You Hear Me?
Listening Skills
The Mission: To Listen
7. Asking the Right Questions
Open vs. Closed Questions
Probing Techniques
8. Saying No
When We Say “No”
Delivering Bad News
9. Sales by Phone
Benefits of Telemarketing
Rapport Building
10. Taking Messages
Pen in Hand
Effective Messages
11. Staying Out of Voice Mail Jail
12. Closing Down the Voice
13. Cold and Warm Calls
The Cold Call
The Warm Call
14. Developing a Script
Scripting Techniques
Sample Script
15. Perfecting the Script
Making the Script Yours
Using Cheat Sheets
16. Going Above and Beyond
Fifteen Techniques for CCA Success
Customize Your Service
17. Handling Objections
18. Closing the Sale
19. Feelings
20. Changes in the Customer
The Changing Customer
What the Customer Wants
21. Negotiation Techniques
Mastering Negotiation Skills
Practicing Negotiation
22. It’s More Than Just a Phase
Phases of Negotiation
Negotiation Made Easier
23. High Impact Moments
Make It Count
Creating Case Studies
24. Tips for Challenging Callers
Tips and Tricks
Caller Behaviors
Up the Mountain
25. Dealing with Difficult Customers
Dealing with Problems
Dealing with Vulgarity
26. Phone Tag and Getting the Call Back
Phone Tag
Following Up
27. This is My Mentor
28. Stress Busting
29. News from Within
Management Reports
Pre-Assignment Review
CCA Reports
30. Wrapping Up
It’s a Wrap – Just About!
Debrief
31. Close with Vocals
32. Personal Action Plan
33. Recommended Reading List
34. Post-Course Assessment