Call Center Training

Welcome to the Call Center Training Course. A well-trained call center is the heart of any operation.  Call center employees who know how to handle a great variety of situations with skill and professionalism will be an asset to the organization, and will benefit themselves in terms of salaries and performance bonuses.  Call Center Training offers the employee an opportunity to enter their work area with the confidence that they are equipped to answer questions and overcome objections, and ultimately close the deal.

Every telephone sales associate wants to increase productivity. Constant changes and innovations in the marketplace are sometimes hard to keep up with.  The reason people elect to buy is often not a result of logic and planning but rather emotion or felt need. Effective sales associates try to identify the Dominant Buying Motive (DBM) of the buyer on the other end of the phone.  Discovering this takes careful listening skills and the suspension of the idea that people always do things for logical reasons

Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Center Training will help provide those skills. This course will help you improve your phone skills which will make you more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Call Center Training will lower costs as it can reduce turnover. You will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure that everyone is reaching their potential, and to keep their skill-set at a high level.

Course Objectives:

• Define and understand call center strategies.
• Identify different types of buying motivations.
• Create SMART Goals.
• Familiarize myself with strategies that sharpen effective communication.
• Use proper phone etiquette.
• Set benchmarks.