Call Center Training
This course will make your call center achieve maximum excellence at all levels – for your managers, supervisors and agents. The course focuses on training call center teams to help reach your strategic corporate goals, manage your key metrics and provide coaching to improve performance.
This Call Center course is customized with casework to represent “your typical customer call/contact”.
By the end of this Course, you will be able to:
Project professional credibility, authority and presence
Communicate compellingly and have the intended impact
Build the power needed to get the job done
Maintain key relationships to access information and support
Analyze situations, make decisions and solve problems calmly
Improve the working life of your team
Raise your performance from activity level to leadership
Who Should Take This Course?
Anyone in an Customer Relationship management, administrative, secretarial or support staff role.
- Getting Started
- Training objectives
- S – Situation
- T – Task
- A – Action
- R – Result
- Case Study
- Ignorant Redirection
- Positive Redirection
- Negative Redirection
- Multiple Choice Redirection
- Case Study
- What is a tool used to increase ones credibility by putting a positive slant on something negative that a customer has said about a competitor
- Benchmarking Matrics
- Performance breakdown
- Implementing Improvements
- Benefits
- Case Study
- The importance of Goals
- SMART goals
- Staying commited
- Motivation
- Overcoming limitations
- Case Study
- Six Success factors
- Staying customer focused
- The art of telephone persuasion
- Telephone selling techniques
- Case study
- Knowing when it is time to close
- Closing Techniques
- Maintaining the relationship
- After the sale
- Case study
course review
Great outline , well informative for excellent performance.
Educative , a sure guided to effective call center performance.