Call Centre Agent Training

This Call Centre Agent Training is designed to teach you the core competencies required to deal with customers over the phone. It teaches your agents how to make a lasting impression for your business (over the telephone). The course helps you keep your team on the path to success while maintaining an interactive learning environment that will make your agents proud. Learn how to communicate verbally, understand your customer base, improve listening skills, identify tools to facilitate communication and so much more. You will be able to pick up tricks, tips, and receive the necessary training to help you make a difference and increase your skill over the telephone. The course will encourage your agents to be more than just another telephone voice and they will strive to keep your customers loyal.

Anyone Interested

Certificate of Achievement

Module; 01:

• What's Missing in Telephone Communication?
• Verbal Communication Techniques
• Who are Your Customers?
• To Serve and Delight
• Did You Hear Me?
• Asking the Right Questions
• Saying No
• Sales by Phone
• Taking Messages
• Staying Out of Voice Mail Jail

Module; 02:

• Verbal Communication
• To Serve and Delight
• Exceptional Things about Telephone Sales
• It's More Than Just a Phase
• Communication Essentials
• Developing Your Script
• Pre-Call Planning
• Phone Tag and Call Backs
• Following Up
• Closing the Sale

Module; 03:

• Closing Down the Voice
• Cold and Warm Calls
• Developing a Script
• Perfecting the Script
• Developing a Script
• Negotiation Techniques
• It's More Than Just a Phase
• Phone Tag and Getting the Call Back
• This is My Mentor
• Stress Busting
• News from Within

Mock Exam:

• Final Exam

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