Call Center Certification Training

LEARN CALL CENTER MANAGEMENT NOW

  • In the Call Center Certification Training Course, you will learn best practices to manage a call center for such operations as online merchants, telemarketing companies, computer product help desks, mail-order organizations, polling services, charities, and any organization that uses the telephone to provide a service to customers, handle inquiries, offer product support, carry out telemarketing, or market research. 
  • Learn from a professional with 30+ years of business experience.
  • Different versions are available to meet your specific needs.
  • Four ways to learn: public classwebinarself-study, or on-site training.
  • Public class and webinar limited to four students for maximum learning.
  • Certificate issued on completion.
  • Cost: One Day class $649.00.  Available Discounts.
  • The public class and webinar schedule is in the right column.

Each Student Receives:

  • student manual or textbook for use during and after the class.
  • Instruction from an experienced business professional (minimum of 30 years) with at least five years in a corporate senior management position (CEO, President, COO, Vice President, CFO).
  • Real life exercises to support training materials.
  • Individual attention (classes are limited to four students).
  • Personalized Certificate of Completion
Consulting

Overwhelmed and don’t know where to start?

If you are experiencing problems with any of the following, we can help:

  • unprecedented growth
  • supply chain issues
  • cash management issues
  • introduction of new technologies
  • development of a company mission statement or S&OP
  • poor customer service
  • poor internal training development
  • declining or stagnant sales
  • high employee turnover
  • no accountability for managers

Our account managers can work with you to improve the performance of your workforce in two ways:

  1. Our account managers can help you put together a comprehensive employee training program proven to be one of the best returns on investment there is.
  2. A business consultant to provide expert advice in a particular area such as management and leadership, accountancy, human resources, customer service, finance, or supply chain management. 

Start to improve your bottom line today by contacting your account manager by email at info@academyofbusinesstraining.com or call us 24/7 at 888-632-2093.

Call Center Certification Training Course Outline

Module One: The Basics

Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Getting Beyond The Gate Keeper
Controlling The Call
Difficult Customers
Reporting

Module Two: Phone Etiquette

Preparation
Building Rapport
Speaking Clearly – Tone of Voice
Effective Listening

Module Three: Tools

Self Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard

Module Four: Speaking Like a Star

S = Situation
T= Task
A= Action
R = Result

Module Five: Types of Questions

Open Questions
Closed Question
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection

Module Six: Benchmarking

Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits

Module Seven: Goal Setting

The Importance of Goals
SMART Goals
Staying Committed
Motivation
Overcoming Limitations

Module Eight: Key Steps

Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques

Module Nine: Closing

Knowing When it’s Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale

Call Center Certification Training Course Public Class and Webinar Schedule

Tuesday, December 1, 2020
Monday, January 18, 2021
Monday, February 22, 2021
Monday, March 22, 2021
Monday, April 26, 2021
Monday, May 17, 2021
Monday, June 28, 2021

Scheduled dates don’t work for you? Schedule your own start date (subject to availability).  Contact customer service to check date availability at info@academyofbusinesstraining.com.

Registration

Registering Online

Return to the previous section and click on the Register for This Class link.

Registering by Purchase Order

If you need to register using a purchase order, email a copy to info@academyofbusinesstraining.com (be sure to list class name, class date, student name, student address, student phone number, and student email address).

To Register by Phone

To pay by credit or debit card using customer service 24/7, call 888-632-2093.