Call Center Training
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The A+ Agent: Confidence and Professionalism for Call Center Employees
Available Formats
Program Overview
Whether we choose to embrace them or resent their interruptive calls, call centers are a business reality 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 that we will explore 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 importance of good verbal skills.
- Effectively question and listen to callers.
- Deliver bad news and say "no" politely.
- Negotiate as needed.
- Create and deliver meaningful messages.
- Effectively use a variety of tools to facilitate their communication.
- Personalize their interactions with callers.
- Use 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 pertains to telephone communication. Participants will also learn how body language gets transmitted during phone calls.
Easy Talking: Verbal Communication
This part of the program covers the four Es of an effective telephone voice and how participants can use them to promote a positive 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 for 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 them sell over the phone.
Message Received: Putting Voicemail to Work
Voicemail is a great convenience, but it can also be frustrating. In this component of the program, participants will receive some tips for leaving messages that get positive results, and they will have an opportunity to practice those techniques during group exercises.
The Extra Mile: Going Above and Beyond
In this part of the program, participants will learn 15 techniques for success and strategies for customizing 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 Others' Feelings: Practicing Empathy
This portion of the program focuses on empathy. Participants will work in pairs to rewrite dry, less-than-imaginative statements to show empathy for their customers.
Slippery Slopes: 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 and verbal abuse.
Just Relax: Stress Busting
We all need techniques for managing the stress in our lives. The program ends 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 connect with and serve customers professionally while working in a call-center environment.
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