Call Center Training – How to Be a Great Call Center Representative

Teachers
Mustafa Sameer
Category:
Other Programs /

Duration: 24 Hours
Lectures: 3
Certificate of Completion

COURSE DESCRIPTION

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical workshop that the only limits are those you place on yourself.

Requirements

No requirement Needed

What is the target audience?

  • Call Center Agents.
  • Customer service representatives and/or reception staff.
  • Marketing and sales staff who needs to market through the phone.

Objectives [what you will learn]

  • Course Overview
  • 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
  • Closing Down the Voice
  • Cold and Warm Calls
  • Developing a Script
  • Perfecting the Script
  • Going Above and Beyond
  • Handling Objections
  • Closing the Sale
  • Feelings
  • Changes in the Customer
  • Negotiation Techniques
  • It’s More Than Just a Phase
  • High Impact Moments
  • Tips for Challenging Callers
  • Dealing with Difficult Customers
  • Phone Tag and Getting the Call Back
  • This is My Mentor
  • Stress Busting
  • News from Within
  • Wrapping Up
  • Open Discussion, Q & A and closing

Exam

Local Exam Provided by Iqtidar Training Center

About vendor

Iqtidar Training Center  customized courses to suit all areas of improvement, to all experienced professionals within any type of organization.

CURRICULUM

  • Course Overview
  • Creating Positive Relationships
  • Growing Self-Awareness
  • Communication Basics
  • Communication Barriers
  • Asking Questions
  • Listening Skills
  • Body Language
  • Communication Styles
  • Creating a Positive Self-Image
  • Frame of Reference
  • Techniques for the Workplace
  • Assertiveness
  • Open Discussion, Q & A and closing

About Instructors

Mustafa Sameer
Mustafa is a thinker, writer, communicator and team leader with great ability to see the big picture.

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