Call Center Training Courseware

Printable, customizable, training materials

 

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 your participants improve their phone skills which will make them 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. Participants 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 the participants are reaching their potential, and to keep their skill-set at a high level.
- OR -
  • No Annual Renewal Fees
  • Unlimited Users
  • Unlimited Printing Rights
  • All Components are Completely Customizable!

This trainer's courseware kit includes everything you need to teach Call Center Training corporate training workshops:

  • PowerPoint
    Slides
  • Web-based
    Training
  • Quick
    Reference
    Sheets
  • Icebreakers & Exercise
    Files
  • Training Manuals
    & Instructor Guide


Download
FREE Sample
 

Call Center Training Course Outline:

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

Try a FREE sample and see the value for yourself!

Soft Skills Library

Administrative Support
Anger Management
Assertiveness And Self-Confidence
Attention Management
Basic Bookkeeping
Budgets And Financial Reports
Business Ethics
Business Etiquette
Business Succession Planning
Business Writing
Call Center Training
Change Management
Civility In The Workplace
Coaching And Mentoring
Communication Strategies
Conflict Resolution
Creative Problem Solving
Critical Thinking
Customer Service
Emotional Intelligence
Employee Motivation
Employee Onboarding
Employee Recruitment
Facilitation Skills
Generation Gaps
Human Resource Management
Interpersonal Skills
Job Search Skills
Knowledge Management
Leadership And Influence
Lean Process And Six Sigma
Measuring Results From Training
Media And Public Relations
Meeting Management
Middle Manager
Negotiation Skills
Overcoming Sales Objections
Performance Management
Personal Productivity
Presentation Skills
Project Management
Proposal Writing
Public Speaking
Safety In The Workplace
Sales Fundamentals
Stress Management
Supervising Others
Supply Chain Management
Talent Management
Teamwork And Team Building
Time Management
Train-The-Trainer
Workplace Diversity
Workplace Harassment
Workplace Violence
Body Language Basics
Office Politics for Managers
Work-Life Balance






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