Call Center Training


Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail during this energizing and practical three-day workshop.

  1. Develop an understanding of the nuances of body language and verbal skills
  2. Learn aspects of verbal communication such as tone, cadence, and pitch
  3. Demonstrate an understanding of questioning and listening skills
  4. Acquire comfort with delivering bad news and saying no
  5. Learn effective ways to negotiate
  6. Understand the importance of creating and delivering meaningful messages
  7. Use tools to facilitate communication
  8. Realize the value of personalizing interactions and developing relationships
  9. Practice vocal techniques that enhance speech and communication ability
  10. Personalize techniques for managing stress
  1. What’s missing in telephone communication?
  2. Verbal communication
  3. Who are your customers?
  4. Questioning and listening skills
  5. Asking the right questions
  6. Vocal exercises
  7. Sales by phone
  8. Taking messages
  9. Staying out of voice mail jail
  10. A look back
  11. Cold and warm calls
  12. Developing and perfecting a script
  13. Going above and beyond
  14. Handling objections
  15. High impact moments
  16. Tips for chatty and difficult callers
  17. Phone tag and getting the call back
  18. Stress busting
  19. News from within
  1. Instruction by an expert facilitator
  2. Small interactive classes
  3. Specialized manual and course materials
  4. Personalized certificate of completion
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