Call Center Agents Training

Course Overview

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. This course 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 throughout this energizing and practical course.

Note that we will use two acronyms interchangeably throughout the course:

  • CSR: Customer Service Representative
  • CCA: Call Center Agent

Learning Objectives

After you complete this course, you will be able to:

  • Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.
  • Learn aspects of verbal communication such as tone, cadence, and pitch.
  • Demonstrate an understanding of questioning and listening skills.
  • Acquire comfort with delivering bad news and saying no.
  • Learn effective ways to negotiate.
  • Understand the importance of creating and delivering meaningful messages.
  • Use tools to facilitate communication.
  • Realize the value of personalizing interactions and developing relationships.
  • Practice vocal techniques that enhance speech and communication ability.
  • Personalize techniques for managing stress.

Module 1: Course Overview

Module 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

Module 3: Verbal Communication Techniques

Being Yourself and Sounding Your Best

A Service Image

Module 4: Who are Your Customers?

Define the Customer and Client

About Relationships

Module 5: To Serve and Delight

Module 6: Did You Hear Me?

Listening Skills

The Mission: To Listen

Module 7: Asking the Right Questions

Open Questions vs. Closed Questions

Probing Techniques

Module 8: Saying No

When We Say “No”

Delivering Bad News

Module 9: Sales by Phone

Benefits of Telemarketing

Rapport Building

Module 10: Taking Messages

Pen in Hand

Effective Messages

Module 11: Staying Out of Voice Mail Jail

Module 12: Closing Down the Voice

Module 13: Cold and Warm Calls

The Cold Call

The Warm Call

Module 14: Developing a Script

Scripting Techniques

Sample Script

Module 15: Perfecting the Script

Making the Script Yours

Using Cheat Sheets

Module 16: Going Above and Beyond

Fifteen Techniques for CCA Success

Customize Your Service

Module 17: Handling Objections

Module 18: Closing the Sale

Module 19: Feelings

Module 20: Changes in the Customer

The Changing Customer

What the Customer Wants

Module 21: Negotiation Techniques

Mastering Negotiation Skills

Practicing Negotiation

Module 22: It’s More Than Just a Phase

Phases of Negotiation

Negotiation Made Easier

Module 23: High Impact Moments

Make It Count

Creating Case Studies

Module 24: Tips for Challenging Callers

Tips and Tricks

Caller Behaviors

Up the Mountain

Module 25: Dealing with Difficult Customers

Dealing with Problems

Dealing with Vulgarity

Module 26: Phone Tag and Getting the Call Back

Phone Tag

Following Up

Module 27: This is My Mentor

Module 28: Stress Busting

Module 29: News from Within

Management Reports

Pre-Assignment Review

CCA Reports

Module 30: Wrapping Up

It’s a Wrap Just About!

Debrief

Module 31: Close with Vocals

Module 32: Personal Action Plan

Price: $225

This Course includes:

   Text-based content

   4 Weeks