Call Centre Training : Mastering The Art of Professional Phone Conversations

Call Center Course Outline:

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: The Basics (I)

• Defining Buying Motives
• Establishing a Call Strategy
• Prospecting
• Qualifying
• Case Study
• Review Questions

Module Three: The Basics (II)

• Getting Beyond The Gate Keeper
• Controlling The Call
• Difficult Customers
• Reporting
• Case Study
• Review Questions

Module Four: Phone Etiquette

• Preparation
• Building Rapport
• Speaking Clearly - Tone of Voice
• Effective Listening
• Case Study
• Review Questions

Module Five: Tools

• Self Assessments
• Utilizing Sales Scripts
• Making the Script Your Own
• The Sales Dashboard
• Case Study
• Review Questions

Module Six: Speaking Like a Star

• S = Situation
• T= Task
• A= Action
• R = Result
• Case Study
• Review Questions

Module Seven: Types of Questions

• Open Questions
• Closed Question
• Ignorant Redirection
• Positive Redirection
• Negative Redirection
• Multiple Choice Redirection
• Case Study
• Review Questions

Module Eight: Benchmarking

• Benchmark Metrics
• Performance Breakdown
• Implementing Improvements
• Benefits
• Case Study
• Review Questions

Module Nine: Goal Setting

• The Importance of Goals
• SMART Goals
• Staying Committed
• Motivation
• Overcoming Limitations
• Case Study
• Review Questions

Module Ten: Key Steps

• Six Success Factors
• Staying Customer Focused
• The Art of Telephone Persuasion
• Telephone Selling Techniques
• Case Study
• Review Questions

Module Eleven: Closing

• Knowing When it"s Time to Close
• Closing Techniques
• Maintaining the Relationship
• After the Sale
• Case Study
• Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations