Call Center Training

Program Summary

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 workshop.

Learning Outcomes

Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element..

Demonstrate an understanding of questioning and listening skills.
Learn aspects of verbal communication such as tone, cadence, and pitch.
Use tools to facilitate communication.
Practice vocal techniques that enhance speech and communication ability.

Understand the importance of creating and delivering meaningful messages.

Acquire comfort with delivering bad news and saying no.
Learn effective ways to negotiate.
Ask the right types of questions in order to obtain the information required
Develop and use scripts to set framework for the conversation

Realize the value of personalizing interactions and developing relationships.

Deal with difficult callers
Personalize techniques for managing stress.
Apply less than imaginative statements to show empathy for their customers

28 Hours