Call Center Training
 The A+ Agent: Confidence and Professionalism for Call Center Employees
Program Overview
Call centers, whether we choose to embrace them or cannot stand being interrupted by their calls, are a business element that is here to stay. This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard. Each phone interaction also has elements of sales and customer service skills, which will be explored in detail throughout this energizing and practical program.
Program Objectives
At this program's conclusion, participants should be able to:
- Explain the nuances of body language and verbal skills.
- Effectively question and listen to callers.
- Deliver bad news and say "no."
- Negotiate as needed.
- Create and deliver meaningful messages.
- Effectively use a variety of tools to facilitate their communication.
- Personalize their interactions with callers.
- Employ vocal techniques that will enhance their speech and communication ability.
- Manage stress.
The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).
Course Outline
The Missing Link: What's Missing in Telephone Communication?
To begin, participants will explore Alfred Mehrabian's study on communication and how it effects telephone communication. Participants will also learn the role that body language plays in telephone communication.
Easy Talking: Verbal Communication
This part of the program covers the four E's of an effective telephone voice and how participants can use them to promote a service image.
Smooth Moves: Keys to Great Communication
This session will give participants an opportunity to develop strong, helpful phrases for assisting customers. They will also learn techniques for active listening and staying focused.
But, However, and Nevertheless: Saying No
Delivering bad news and saying "no" can be two of the most challenging aspects of a call center agent's job. This session will give participants techniques and practice in these two key skill areas.
Who Will Buy?: Sales by Phone
This part of the program focuses on sales. Participants will discover how to use information delivery and rapport building to help participants sell over the phone.
No Prison: Staying Out of Voice Mail Jail
Voice mail is a great tool, but it can also be frustrating. In this component of the program, participants will discuss some tips for leaving messages and they will have an opportunity to practice those techniques.
The Extra Mile: Going Above and Beyond
In this part of the program we will give participants 15 techniques for success and some ways to customize their service.
Let's Negotiate: Handling Objections
During this segment, participants will learn different ways to address objections, and they will develop good questions that can help them close a sale or find agreement.
Feeling of Feelings: Practicing Empathy
This piece of the program focuses on empathy. Participants will work in pairs to rewrite dry and less than imaginative statements to show empathy for their customers.
Some Customers!:Dealing with Difficult Customers
This important section of the program will give participants nine easy techniques for managing difficult customers. We will also look at how to deal with vulgarity.
Just Relax: Stress Busting
We all need techniques for managing the stress in our lives. The program wraps up with participants developing some personalized ways to manage stress.
At the conclusion of this program participants should have a clear understanding of what they can do to effectively connect with and service customers while working in a call center environment.
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