Call Center Training Training Course

Introduction: Call Center Training Training Course

Phone abilities are a highly important tool to have in a worker ability-set, as well as Call Center Training can help supply those abilities. This particular program can help your delegates improve their particular phone abilities which will make them more confident, improve sales, as well as help gain brand new customers while retaining your current cliental. A far more confident worker is also 1 that is happier, as well as happier staff members will produce happier customers.

Call Center Training will lower costs as it can reduce turnover. Delegates will discover the abilities to improve productivity as well as performance. This particular will produce a positive environment throughout your business as well as help impact the business as a whole. Evaluating metrics as well as coaching are also used to make sure the delegates are reaching their particular potential, as well as to keep their particular ability-set at a high level.


 Call Center Training Training Course


Recommended Prior Experience and Knowledge: Call Center Training Training Course

This course will assist delegates in understanding: Call Center Training
For the Call Center Training Training Course it is advisable that you have the following experience/knowledge:
None, course conducted in English

Outline: Call Center Training Training Course

Johannesburg (Sandton), Cape Town, Durban, Port Elizabeth, Pretoria – South Africa

Key outcomes of the course include:
BOTI’s Program Outline

Component 1: Starting Out
• Housekeeping matters and administration
• The Parking Area
• Activities to break the ice
• Program Objectives

Component 2: The Basics (I)
• Establishing a Call Strategy
• Defining Buying Motives
• Prospecting
• Training Example
• Assessment Queries
• Qualifying

Component 3: The Basics (II)
• Controlling the Call
• Getting Beyond the Gate Keeper
• Reporting
• Challenging Customers
• Assessment Queries
• Training Example

Component 4: Phone Etiquette
• Generating Rapport
• Preparation
• Effective Listening
• Speaking Clearly – Tone of Voice
• Training Example
• Assessment Queries

Component 5: Tools
• Utilizing Sales Scripts
• Self Assessments
• The Sales Dashboard
• Making the Script Your Own
• Assessment Queries
• Training Example

Component 6: Speaking Like a Star
• T= Task
• S = scenario
• A= activity
• Training Example
• Assessment Queries
• R = Result

Component 7: Kinds of Queries
• Open Queries
• Ignorant Redirection
• Closed Question
• Negative Redirection
• Multiple Choice Redirections
• Positive Redirection
• Assessment Queries
• Training Example

Component 8: Benchmarking
• Performance Breakdown
• Benchmark Metrics
• Benefits
• Training Example
• Implementing Improvements
• Assessment Queries

Component 9: Setting Objectives
• SMART Objectives
• Staying Committed
• The Significance of Objectives
• Overcoming Limitations
• Motivation
• Training Example
• Assessment Queries

Component 10: Essential Steps
• 6 achievements Factors
• The ability of Telephone Persuasion
• Telephone Selling Techniques
• Training Example
• Assessment Queries
• Staying Customer Focused

Component 11: Closing
• Knowing When It Is Time to Close
• After the Sale
• Maintaining the Relationship
• Training Example
Concluding• Closing Techniques
• Assessment Queries

Component 12: Concluding
• Wise Men’s words
• Assessment of Parking Area
• Evaluations as well as Completion Of activity Plans

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