Call Centre Training

In this course we teach trainees to develop the already exceptional skills that they have working with people. This workshop will help participants define and understand call centre strategies.

We will teach trainees to identify the different types of buying motivation and we will link this course back to our soft skills course by teaching the SMART method to create and attain goals.

Effective communication and telephone etiquette are the cornerstones we will build upon.

Boti’s Program Outline

Component 1: Starting Out

• Housekeeping matters and administration

• The Parking Area

• Activities to break the ice

• Program Objectives

Component 2: The Basics (I)

• Establishing a Call Strategy

• Defining Buying Motives

• Prospecting

• Training Example

• Assessment Queries

• Qualifying

Component 3: The Basics (II)

• Controlling the Call

• Getting Beyond the Gate Keeper

• Reporting

• Challenging Customers

• Assessment Queries

• Training Example

Component 4: Phone Etiquette

• Generating Rapport

• Preparation

• Effective Listening

• Speaking Clearly – Tone of Voice

• Training Example

• Assessment Queries

Component 5: Tools

• Utilizing Sales Scripts

• Self Assessments

• The Sales Dashboard

• Making the Script Your Own

• Assessment Queries

• Training Example

Component 6: Speaking Like a Star

• S = Scenario

• T= Task

• A= Action

• R = Result

• Training Example

• Assessment Queries

Component 7: Kinds of Queries

• Open Queries

• Ignorant Redirection

• Closed Question

• Negative Redirection

• Multiple Choice Redirections

• Positive Redirection

• Assessment Queries

• Training Example

Component 8: Benchmarking

• Performance Breakdown

• Benchmark Metrics

• Benefits

• Training Example

• Implementing Improvements

• Assessment Queries

Component 9: Setting Objectives

• SMART Objectives

• Staying Committed

• The Significance of Objectives

• Overcoming Limitations

• Motivation

• Training Example

• Assessment Queries

Component 10: Essential Steps

• 6 achievements Factors

• The ability of Telephone Persuasion

• Telephone Selling Techniques

• Training Example

• Assessment Queries

• Staying Customer Focused

Component 11: Closing

• Knowing When It Is Time to Close

• After the Sale

• Maintaining the Relationship

• Training Example

• Concluding

• Closing Techniques

• Assessment Queries

Component 12: Concluding

• Wise Men’s words

• Assessment of Parking Area

• Evaluations as well as Completion Of activity Plans

Who Should Attend

• This course is intended for those working in customer service.