Workshop on Call Centre Communication - APG Learning
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workshop on call centre communication

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Workshop on Call Centre Communication

Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Centre Training will help provide those skills. This online course will help participants improve their phone skills which will make them more confident, improve sales,…

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Course Detail

Format:

Full Time

Duration:

1 Year

Accreditation:

TISS SVE

Course Provider:

APG Learning

Start Date:

01 August 2019

Fees:

₹1,75,000/-

Duration

2 Days

Modules

12

Hours

Start Date

23 Feb 2019

Course Provider:

APG Learning

2,543.00 3,500.00

Address:Sakal Nagar,

Gate No. 1, Baner Road,

Aundh, Pune 411 007

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About Course

Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Centre Training will help provide those skills.

This online course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientel. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Objective

The objectives of this call centre training online course are to:
  • 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.

Modules

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: The Basics (I)

  •  Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
  • Review Questions

Module Three: The Basics (II)

  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Review Questions

Module Four: Phone Etiquette

  •  Preparation
  • Building Rapport
  • Speaking Clearly – Tone of Voice
  • Effective Listening
  • Case Study
  • Review Questions

Module Five: Tools

  • Self Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
  • Review Questions

Module Six: Speaking Like a Star

  •  S = Situation
  • T= Task
  • A= Action
  • R = Result
  • Case Study
  • Review Questions

Module Seven: Types of Questions

  •  Open Questions
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study
  • Review Questions

Module Eight: Benchmarking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Case Study
  • Review Questions

Module Nine: Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study
  • Review Questions

Module Ten: Key Steps

  •  Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study
  • Review Questions

Module Eleven: Closing

  • Knowing When it”s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
  • Case Study
  • Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.

A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.

The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management. The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).

Learning Outcomes

Call centre training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organisation. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

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