Call Center Training

This workshop will lower costs as it can reduce staff turnover.  Participants will improve productivity and performance.

 

THIS COURSE IS MEANT FOR:

Managers and call center agents  who want to:

  1. Improve service excellence

  2. Improve employee confidence and job satisfaction

Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.

 

COURSE HIGHLIGHTS

Aspects of Call Centre

The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying

The Basics (II) 

  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting

 

 

Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly – Tone of Voice
  • Effective Listening

 

Tools

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

 

 Speaking Like a Star
  • S = Situation
  • T= Task
  • A= Action
  • R = Result

 

Types of Questions 

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

 

Benchmarking 

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits

 

Goal Setting

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

 

 Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques

 

Closing

  • Knowing When it”s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale

COURSE INCLUDES

  • 12 Workshop Hours (2 days)
  • John Maxwell Trainer
  • Certified Executive Coach (University of Cape Town)
  • High-Quality Powerpoints
  • Participating Workbooks

COST

  • R15 000.00 per day (less than 9 delegates)
  • R1899.00 per delegate (10 or more delegates)

(This course can also be customized according to the organization’s schedule and preferences).

PRAISE REPORT

 


Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.

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