Phone
skills are a highly valuable tool to have in an employee’s skill-set, and Call
Center Training will help provide those skills. This course will help
participants improve their phone skills which will make them more confident,
improve sales, and help gain new customers while retaining your current
cliental. A more confident employee is also one that is happier, and happier
employees will produce happier customers.
Call Center Training will lower costs as
it can reduce turnover. Participants will learn the skills to improve
productivity and performance. This will produce a positive environment
throughout your company and help influence the organization as a whole.
Evaluating metrics and coaching are also used to make sure the participants are
reaching their potential, and to keep their skill-set at a high level.
Course Outline:
Module
One: Getting Started
Module
Two: The Basics (I)
Module
Three: The Basics (II)
Module
Four: Phone Etiquette
Module
Five: Tools
Module
Six: Speaking Like a Star
Module
Seven: Types of Questions
Module
Eight: Benchmarking
Module
Nine: Goal Setting
Module
Ten: Key Steps
Module
Eleven: Closing
Module
Twelve: Wrapping Up