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Call Center Certification Training Outline

Module One: Call Center Operations

  • Human Resources Administration
  • Technology Management
  • Quality Management
  • Reporting and Communications
  • Financial Management
  • Risk Management

Workforce Planning and Management

  • Performance Management
  • Steps of Performance Management
  • Defining Performance Standards
  • Quantitative Standards
  • Qualitative Standards

Technology Management

  • 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. Recruiting, and Training Best Practices

  • Your Training Program
  • Your Trainers
  • Evaluation and Feedback
  • Transition from Training to Production
  • Establish a Coaching Program
  • Defining Buying Motives
  • Prospecting
  • Qualifying
  • Customer Employee Relationships

Module Four: Conversation

  • Getting Beyond the Gate Keeper
  • Controlling the Call
  • Difficult Customers
  • Reframing Late Call Objections
  • Sharing the Company Values

Module Five: Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly- Tone of Voice
  • Effective Listening
  • Sample Professional Responses

Module Six:  Tools

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

Module Seven: Types of Questions

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

Module Eight:  Benchmarking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits

Module Nine:  Goal Setting

  • The Importance of Goals
  • Communicate Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations

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
  • Closing Techniques
  • Maintaining the Relationship
    After the Sale