Call Center Training

LEARN CALL CENTER MANAGEMENT NOW

  • Call Center Training Course students 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 business experience.
  • Different versions 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.
  • 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

Call Center Class 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 Class Outline

Wednesday, July 3, 2019
Friday, August 2, 2019
Tuesday, September 3, 2019
Tuesday, October 1, 2019
Friday, November 1, 2019
Monday, December 9, 2019

Scheduled dates don’t work for you? Schedule your own start date (subject to availability) for only a 20% premium!  Contact customer service to check date availability at info@academyofbusinesstraining.com.

Registration

Registering another Person

If you want to register for another person, click on the registration link and enter your information in the Billing Information section, uncheck the Student Information same as Billing Information box at the bottom of the form, then enter your student information.  If you experience any difficulty with online checkout, please call customer service 24/7 at 888-632-2093.

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 .

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