- Learn from a professional with 30+ years of business experience.
- Different versions are available to meet your specific needs.
- Four ways to learn: public class, webinar, self-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.
CALL CENTER TRAINING
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 call center operations in-person or online in this one-day class.
What Will I Learn in Call Center Certification Training
A well-trained Call Center is the heart of any operation. Call center employees who know how to handle, with skill and professionalism, the great variety of situations that present themselves will be an asset to their organization and profit themselves in salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with the confidence they are equipped to answer questions, overcome objections, and ultimately close the deal.
Call Center Operations
In Module One, you will learn how to staff a call center. The staffing plan will drive all other decisions about facilities, technology, and processes. Organizing the staff into a cohesive team will set the stage for a successful operation.
You will learn one of the most critical functions in the call center…workforce management, the art and science of getting the just-right number of staff in place to respond to customer contacts, meet service goals, and minimize costs.
Nothing more directly affects the service provided to customers or the bottom line of the operation. Everything hinges on developing an accurate forecast of the workload to be handled. With an accurate forecast, staffing needs can be determined and staff schedules created. Once the plan is in place, the daily management process focuses on executing the plan and adjusting for unforeseen changes. The overall result should be a consistently acceptable answer for callers and a fair and reasonable workload for the staff.
During this module, you will learn about human resources administration and workforce planning and management. You will take an in-depth look at performance management to include:
- steps of performance management
- defining performance standards
- quantitative standards
- qualitative standards
- technology management, including quality monitoring and recording
You will also learn about quality management, reporting and communications, financial management, and risk management.
Call Centers and the Law
In Module Two, you will learn about laws impacting the operation of a call center to include the Telemarketing Sales Rule (TSR), Truth in Lending Act (TILA), Fair Debt Collections Practices Act (FDCPA), Federal Electronic Protection Act (ECPA), and Payment Card Industry Data Security Standard.
In Module Three, you will learn ways to increase productivity in eight important areas:
2. training best practices
setting up your training program
evaluation and feedback
3. how to transition from training to production
4. establishing a coaching program
5. defining buying motives
8. customer-employee relationships
In Module Four, you will learn about the different types of conversations we all use to function in everyday life. Different types of conversation are required in different situations. When attempting to converse, whether person to person or in a group or organization, it is essential to understand the different types of conversations and how they function.
In Module Five, you will learn practicing proper telephone etiquette is the key to improving and maintaining a high level of sales and customer service. Knowing how to effectively and courteously answer the phone, initiate a controlled conversation, and resolve the issue with the customer saves time and increases customer satisfaction. Every business receives customer complaints through the telephone. Those who handle the complaints in a courteous and empathetic manner retain their customer base and gain new business through word-of-mouth referrals.
As in any profession, telemarketers and customer service representatives need some basic tools to practice their trade and measure their success. In Module Six, you will learn sales scripts can be an early training tool to get the novice marketer on the phone with a feeling they have something of value to say. Later, this script becomes personalized to each associate. Their word choice, sentence structure, and tone are their own, and they no longer need the script to speak.
Types of Questions
In Module Seven, you will learn six different types of questions: open, closed, ignorant redirection, positive redirection, negative redirection, and multiple-choice redirection. Knowing how to ask and answer each of these types of questions is vital to speaking successfully.
In Module Eight, you will learn the importance of setting benchmarks is indisputable for those seeking long-term success. These are goals or plateaus at which a professional can see where they can reach a new achievement level. These benchmarks serve as cross-references to your company’s performance with that of other businesses in your field. It helps to see how you measure up against the competition in cost, quality, and time. Those that do the job better, faster, and less expensively are the ones that excel.
In Module Nine, you will learn to achieve goals, and the goals must be well thought out and documented, hold not only a company accountable for its actions, but also give a visual presentation of what needs to be done, whether or not it has been attained, and if modification is necessary. For goal setting to be most effective, the goals must be SMART, and the company must remain focused and committed to achieving them.
In Module Ten, you will learn there is an admonition to not rest on your laurels. There are several factors that success depends on to gain it and keep it. Many companies are learning the lesson the hard way that past achievements do not guarantee future success.
Call Center Certification Training Course Outline
Module One: Call Center Operations
Human Resources Administration
Reporting and Communications
Workforce Planning and Management
Steps of Performance Management
Defining Performance Standards
Quality Monitoring and Recording
Module Two: Call Centers and the Law
Telemarketing Sales Rule (TSR)
Truth in Lending Act (TILA)
Fair Debt Collections Practices Act (FDCPA)
Federal Electronic Protection Act (ECPA)
Payment Card Industry Data Security Standard
Module Three: Increase Productivity
Training Best Practices
Your Training Program
Evaluation and Feedback
Transition from Training to Production
Establish a Coaching Program
Defining Buying Motives
Customer Employee Relationships
Module Four: Conversation
Getting Beyond the Gate Keeper
Controlling the Call
Reframing Late Call Objections
Sharing the Company Values
Module Five: Phone Etiquette
Speaking Clearly- Tone of Voice
Sample Professional Responses
Module Six: Tools
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard
Module Seven: Types of Questions
Multiple Choice Redirection
Module Eight: Benchmarking
Module Nine: Goal Setting
The Importance of Goals
Module Ten: Key Steps
Six Success Factors Review
Staying Customer Focused Review
The Art of Telephone Persuasion
Telephone Selling Techniques
Module Eleven: Closing
Knowing when it’s Time to Close
Maintaining the Relationship
After the Sale
Call Center Certification Training Course Public Class and Webinar Schedule
Monday, May 17, 2021 Full
Monday, June 29, 2021
Monday, July 19, 2021
Monday, August 21, 2021
Monday, September 20, 2021
Monday, October 25, 2021
Monday, November 29, 2021
Monday, December 6, 2021
Scheduled dates don’t work for you? Schedule your own start date (subject to availability). Contact customer service to check date availability at email@example.com.
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 firstname.lastname@example.org (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.
Each Student Receives:
- A 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.