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Call Center Management

By: Allied Educational Resources Ltd.

Lagos State, Nigeria

15 - 16 Jul, 2015  2 day

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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 course.

Learning Objectives

  • Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element
  • Learn aspects of verbal communication such as tone, cadence, and pitch
  • Demonstrate an understanding of questioning and listening skills
  • Acquire comfort with delivering bad news and saying no
  • Learn effective ways to negotiate
  • Understand the importance of creating and delivering meaningful messages
  • Use tools to facilitate communication
  • Realize the value of personalizing interactions and developing relationships
  • Practice vocal techniques that enhance speech and communication ability
  • Personalize techniques for managing stress  

Course Outline

1. Course Overview

2. What’s missing in Telephone Communication? | It’s Not What You Say; It’s How You Say It | In the Absence of Body Language

3. Verbal Communication Techniques | Being Yourself and Sounding Your Best | A Service Image

4. Who are Your Customers? | Define the Customer and Client | About Relationships

5. To Serve and Delight

6. Did You Hear Me? | Listening Skills | The Mission: To Listen

7. Asking the Right Questions | Open vs. Closed Questions | Probing Techniques

8. Saying No | When We Say “No” | Delivering Bad News

9. Sales by Phone | Benefits of Telemarketing | Rapport Building

10. Taking Messages | Pen in Hand | Effective Messages

11. Staying Out of Voice Mail Jail

12. Closing Down the Voice

13. Cold and Warm Calls | The Cold Call | The Warm Call

14. Developing a Script | Scripting Techniques | Sample Script

15. Perfecting the Script | Making the Script Yours | Using Cheat Sheets

16. Going Above and Beyond | Fifteen Techniques for CCA Success | Customize Your Service

17. Handling Objections

18. Closing the Sale

19. Feelings

20. Changes in the Customer | The Changing Customer | What the Customer Wants

21. Negotiation Techniques | Mastering Negotiation Skills | Practicing Negotiation

22. It’s More than Just a Phase | Phases of Negotiation | Negotiation Made Easier

23. High Impact Moments | Make It Count | Creating Case Studies

24. Tips for Challenging Callers | Tips and Tricks | Caller Behaviors | Up the Mountain

25. Dealing with Difficult Customers | Dealing with Problems | Dealing with Vulgarity

26. Phone Tag and Getting the Call Back | Phone Tag | Following Up

27. This is My Mentor

28. Stress Busting

29. News from Within | Management Reports | Pre-Assignment Review | CCA Reports

30. Wrapping Up | It’s a Wrap – Just About! | Debrief

31. Close with Vocals

32. Personal Action Plan

33. Recommended Reading List

34. Post-Course Assessment


45 Lagos street, Ebutte-Metta, Yaba, Lagos. Jul 15 - 16 Jul, 2015
(Convert Currency)


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