Call Centre Agent Training

Call Centre telephone skills training helps your agents become more effective and efficient in their day-to-day tasks. The course focuses on teaching your call center agents to make an impact with their clients on a personal level.

This training was designed by professionals in the call center industry. It will help you set up an efficient and effective call center experience. You will learn a complete system for using new technologies and the latest techniques to increase efficiency.

The course also focuses on developing an open communication process between clients, agents, and executives to promote smooth interaction between all three. If you are a business owner, you can expect the skill level of your staff to improve to that of a professional and skilled call center agent upon the completion of this training program.

This Call Centre Training session can include a sales training session and a customer training session that will help call center agents learn how to make the most of their telephone-based work. This will include understanding the best ways to listen and be heard.

Because each phone interaction will naturally require the elements of sales and customer service skills, our trainers will go into in-depth detail during this training session. Upon the completion of this training session, you should be able to have your team improve in the overall quality and professionalism in the field of sales and customer service.

Outcomes and Objectives:

• Develop an understanding of the nuances of body language and verbal skills
• Body language can assist the telemarketer. Many call operators miss the opportunity in becoming better communicators over the telephone using body language. Our trainer assists with professional advice on using it more effectively over the phone.
• Learn aspects of verbal communication such as tone, cadence and pitch
• Demonstrate an understanding of questioning and listening skills
• Acquire comfort with delivering bad news and saying no
• Learn effective ways to negotiate
• Understand the importance of creating and delivering meaningful messages
• Use tools to facilitate communication
• Realize the value of personalising interactions and developing relationships
• Practice vocal techniques that enhance speech and communication ability
• Personalize techniques for managing stress
• More information on the course outline