About Call Centre Agent Training

 

Call Centre telephone skills training helps your agents become more effective and efficient in their day-to-day tasks. The course focuses on teaching your call center agents to make an impact with their clients on a personal level.

This training was designed by professionals in the call center industry. It will help you set up an efficient and effective call center experience. You will learn a complete system for using new technologies and the latest techniques to increase efficiency. The course also focuses on developing an open communication process between clients, agents, and executives to promote smooth interaction between all three.

If you are a business owner, you can expect the skill level of your staff to improve to that of a professional and skilled call center agent upon the completion of this training program.

This call centre training session can include a sales training session and a customer training session that will help call centre agents learn how to make the most of their telephone-based work. This will include understanding the best ways to listen and be heard. Because each phone interaction will naturally require the elements of sales and customer service skills, our trainers will go into in-depth detail during this training session. Upon the completion of this training session, you should be able to have your team improve in the overall quality and professionalism in the field of sales and customer service.

Outcomes and Objectives:

Develop an understanding of the nuances of body language and verbal skills

Body language can assist the telemarketer. Many call operators miss the opportunity in becoming better communicators over the telephone using body language. Our trainer assists with professional advice on using it more effectively over the phone.

Learn aspects of verbal communication such as tone, cadence, and pitch

It is important to understand how these areas will change the way you sound on the phone. Becoming an effective telemarketer requires professional phone manner. Learn more about these techniques in this session.

Demonstrate an understanding of questioning and listening skills

Many people may not know the potential of using questions and listening skills at an advanced level. We discuss how to use these two areas more effectively.

Acquire comfort with delivering bad news and saying no

Delivering bad news, or saying “No” can be difficult for some. We provide more tips and scripts in this area to provide participants with more ability to word everything in a professional manner.

Learn effective ways to negotiate

Being able to negotiate your way around on a call will enable you to increase your results. We discuss negotiation skills in more detail and provide individual assistance with activities designed to create more effective negotiators.

Understand the importance of creating and delivering meaningful messages

Successful telemarketers will create and deliver meaningful messages. There is no point to taking up your customers time, or speak on the phone without purpose. Learn how you can create and design your script to become more meaningful.

Use tools to facilitate communication

If you or your team are experiencing issues with communicating on the telephone, this session here will assist. Our trainer relates skills that are used by high performing call centres and teams. Learn here how to become a professional call operator who facilitates communication.

Realize the value of personalizing interactions and developing relationships

Give your customers and interations more of the personal touch over the telephone. Seven steps to creating a relationship over the phone and leaving your customers with a great lasting impression.

Practice vocal techniques that enhance speech and communication ability

We may be great call operators in our speech and communication, however there are always new skills and tools to improve. Learn here more about the latest vocal and speech techniques that will have you sounding the very best.

Personalize techniques for managing stress

The ability to manage stress can assist a call agent operator with increased performance, satisfaction and motivation. Learn some easy techniques to become better at managing stress and become free of the call centre environment issues.

More information on the course outline

What’s Missing in Telephone Communication?

To start, participants will investigate Albert Mehrabian’s study on communication and the way it effects phone communication. Participants will also study the function that body language plays in phone communication.

Verbal Communication

This session will cover the four E’s of a powerful phone voice and the way you may use them all to encourage a service picture.

Who are Your Customers?

Within this session, participants will learn about what a customer is, and they’ll identify some of their particular customers.

To Function and Please

This session will give everyone a chance to learn powerful, helpful phrases for helping customers.

Listening Skills

In this session, your team will learn techniques for active listening and remaining focused.

Asking the Proper Questions

Within this session, employees will learn about open and closed questioning tactics, also going through the probing styles of questioning.

Saying No

Delivering bad news and saying “no” can be two of the most difficult facets of the call centre representative’s job. This session will give your team techniques and practice in these two key skill areas.

Sales by Telephone

This session will discuss the way to utilize information delivery and connection building to help participants sell over the telephone.

Taking Messages

In this session, employees will examine some crucial components of taking messages. Then, they’ll produce a fast reference sheet they could keep by their own desk.

Staying Out of Voice Mail Jail

Voice mail is a great tool, but it can also be frustrating. Within this session, participants will discuss some hints for leaving messages and have a chance to practice and fine tune those techniques.

Closing Down the Voice

This session will give participants an opportunity to practice some vocal exercises.

Cold and Warm Calls

In this session, employees will learn about both of these kinds of calls and the manner to increase efficacy in each.

Having a Script

Scripts can be a powerful tool, especially for cold calls. This session will give employees the opportunity to lay out the framework for their script.

Perfecting the Script

Next, participants will learn methods to customize their scripts. We are also going to look at FAQ sheets as well as how they really can help participants on a daily basis.

Going Above and Beyond

This session will give participants 15 techniques for success and a few means to customize their service to greatly improve the customers experience.

Handling Objections

In this session, participants will learn different methods to address objections.

Closing the Sale

Next, participants will develop good question techniques which may help them close a deal.

Feelings

In this session, participants will work in pairs to rewrite statements to show empathy for their clients in certain situations.

Customer Transitions

This session will investigate some means that customers have changed through the previous twenty years.

Discussion

Discussion is a crucial ability for call centre success. In this session, participants will learn four skills to become better negotiators over the phone.

It is Much More Than Just a Stage

Next, participants will acquire information about the four stages of negotiation and a few distinct kinds of negotiation.

High Impact Moments

This session will investigate some scenarios where you come into contact with a client or customer at a time you have a tremendous impact on them.

Suggestions for Chatty Callers

In this session, participants will learn some means to deal with various caller types.

Phone Tag and Getting the Call Back

While today’s technology could ensure it is difficult to reach a decision maker, additionally, it provides opportunities. This session will give participants some ways to deal with phone tag.

Coping with Difficult Customers

This session will give participants nine simple methods for managing difficult customers. We are also going to look at how exactly to handle angry customers.

Stress Busting

We all need techniques for managing the anxiety within our own lives. This session will support participants to develop some personalized methods to manage anxiety.

News from Within

In this session, we’ll take short look in the inside workings of the call centre as well as how they’re managed.

Wrapping Up

While the class comes to a close, participants will work in small groups to produce a review action for each other. We will also go through a review of vocal exercises and techniques.

Tailor Your Session

We can add or remove aspects to customise the material to suit your needs. We can even create content if there are modules or content your team need. Talk to our team for more information or for sample material. We are here to help. This training program is available to all major cities such as Melbourne, Canberra, Parramatta, Perth, Sydney, Adelaide, Brisbane, Gold Coast, and Darwin. Australia wide training. We also conduct webinar workshops for regional areas.

Call Center Training: Sales and Customer Service Training for Call Center Agents

Lesson 1

Overview

  • Learning Objectives
  • Personal Objectives

Lesson 2

What’s Missing in Telephone Communication?

  • Albert Mehrabian’s study on communication
  • How it Affects Telephone Communication
  • Role of Body Language

Lesson 3

Verbal Communication Technique

  • Four E’s of Effective Telephone Voice
  • Promote a Service Image.

Lesson 4

Who are Your Customers?                   

  • what a Customer is all about
  • Identifying some of Customer

Lesson 5

To Serve and Delight

  • Strong and Helpful Phrases

Lesson 6

Did You Hear Me?

  • Techniques of Active Listening
  • How to Stay Focus

Lesson 7

Asking the Right Questions

  • Open Question
  • Close Question
  • Probing Techniques

Lesson 8

Saying No 

  • Techniques How to say NO
  • Practicing How to Say NO

Lesson 9

Sales by Phone

  • Benefits of Telemarketing
  • Building Rapport

 

Lesson 10

Taking Messages 

  • Key Elements of Taking Messages
  • Developing Quick Reference

Lesson 11

Staying Out of Voice Mail Jail 

  • Tips for Leaving Messages

Lesson 12

Closing Down the Voice 

  • Vocal Exercising

Lesson 13

Cold and Warm Calls 

  • Learn the Two types of Calls
  • How to Maximize the Efficiency

Lesson 14

Developing a Script 

  • Scripting Techniques
  • Lay outing Framework for the Script

Lesson 15

Perfecting the Script 

  • Ways to Customize Scripts
  • The FAQ Sheets

Lesson 16

Going Above and Beyond 

  • Fifteen Techniques for CCA Success
  • Customizing Service

Lesson 17

Handling Objections 

  • How to Address Objections

Lesson 18

Closing the Sale 

  • Developing Good Questions

Lesson 19

Feelings

  • Customers and Client Forming Feelings
  • Working on Empathy

Lesson 20

Changes in the Customer

  • The Changing Customer
  • What the customer Wants

Lesson 21

Negotiation Techniques 

  • Mastering Negotiation Skills
  • Key Skills for Success
  • Practicing Negotiation

Lesson 22

It’s More Than Just a Phase

  • The Four Phases of Negotiation
  • Different Types of Negotiation

Lesson 23

High Impact Moments

  • When you can have a Huge Impact
  • Creating Case Studies

Lesson 24

Tips for Challenging Callers

  • Ways on How to Deal with Different Types of Caller

Lesson 25

Dealing with Difficult Customers 

  • Managing Difficult Customer
  • Dealing with Vulgarity

Lesson 26

Phone Tag and Getting the Call Back 

  • Tools To Deal Phone Tagging

Lesson 27

This is My Mentor 

  • Giving you the chance to Practice the Skills that you have Learned

Lesson 28

Stress Bustin 

  • Personalized ways to Manage Stress

Lesson 29

News from Within 

  • Looking Inside the Workings Of Call Center and How they Managed

Lesson 30

Wrapping Up

  • Creating Review Activity in a Small Group
  • Reviewing Vocal Exercise

Lesson 31

Workshop Wrap-Up 

  • Personal Action Plan
  • Recommended Reading List
  • Course Evaluation
  • General Evaluation
  • Final Thoughts
Additional Modules and Sample Sections

Develop an understanding of the nuances of body language and verbal skills

The way you employ body language will either assist or hinder you as a telemarketer. Many call centre operators miss the chance to become a better communicator over the phone because of underestimating the importance of body language. In the beginning of this training session our professional trainers will be able to demonstrate the importance of using body language and how to be a more effective communicator over the phone.

Learn aspects of verbal communication such as tone, cadence, and pitch

It is important for a call centre agent to understand how tone, cadence, and pitch will affect the way you sound over the phone. Having a background on phone manners will also help you in becoming a professional telemarketer. Participants will be able to learn more about techniques in this part of the session.

Demonstrate an understanding of questioning and listening skills

There are multiple levels to how effective you are at asking questions and listening to replies. Here we will discuss how to become more effective in these two areas.

Acquire comfort with delivering bad news and saying no

It can be difficult for a lot of people to deliver bad news and to say “no”. In this part of the training session we will provide tips and scripts that participants can practice in order to improve their delivery of bad news and tom be comfortable with saying “no” when the situation calls for it.

Learn effective ways to negotiate

Being able to negotiate effectively will enable you to increase your results over the phone. Here our trainers will give an in-depth discussion on negotiation skills and provide one on one assistance with activities designed to sharpen negotiation skills.

Understand the importance of creating and delivering meaningful messages

Having the ability to create and deliver meaningful messages can be an important tool for telemarketers. There is little point in taking up the time of your customers without this skill. Here participants will learn how to create and design your own script and design it to be more meaningful and, as a result, effective.

Use tools to facilitate communication

A call centre agent can never have too many communication tools. If your team is currently having trouble communicating properly over the phone, this session will help immensely. Here participants will learn how to communicate at a more professional level.

Realize the value of personalizing interactions and developing relationships

This part of the session will enable your team to add a personal touch over the telephone. This will make clients feel more connected and will prevent them from feeling that they are simply listening to a well rehearsed spiel. This will leave customers with a positive and lasting impression.

Practice vocal techniques that enhance speech and communication ability

Here participants will be able to learn and update themselves with the latest vocal and speech techniques that will have them sounding at their very best.

Personalize techniques for managing stress

Because it can be very stressful working as a call centre agent, cultivating the ability to manage stress and learning new stress management techniques can be very important as a way to improve job satisfaction and motivation. In this part of the session participants will be able to learn some easy and effective techniques to become better at managing stress.

Customised Training Session For Teams (Included No Charge)

As a part of our training service we also offer full customisation of the content and delivery of the session. One of our Training Overseers will go back and forth with you to hone in on your needs and come up with a session and modules that suit your needs exactly. With this service, you can rest assured, all of the training provided will be relevant not only to your industry but also to the challenges that your team are facing. Book your customised training session now!

In-House Customised training benefits:

  • Flexible length – You choose the length of the session
  • Highly Effective Team/Industry Specific
  • Certificate of Completion (Professional Grade)
  • Create a Team Building environment
  • Cost effective – Group rate discount
  • Printed courseware (No need to download or use an App to read)

Creating Content (Contact us for Quotation)

Can’t find what you need? Well, we can create it! With just a little guidance on the specifics, we can have our dedicated team of content writers and editors put together a full outline quickly. Your created course will be completely unique to your industry, customers and business. Rest assured, with a fully created manual, it will address any issues your team may be facing in an interactive, fun and informative way.

Instructor Led Online

Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST

All of Paramount’s training courses are of the highest quality because of the professional experienced trainers provided with each of them. We are able to provide a professional course trainer who will help guide their learning experience. We only provide the best trainers, and they are always ready to comply with your schedule, no matter when or where you would like your training course, as long as you have an online connection.

Online Self Paced

Download Certificate of Completion $69 Inc GST
Printed and Posted Certificate of Completion $89 Inc GST

One of the best features of taking an online course, particularly one from Paramount, is that the online course is completely under your control in the way of time and place. Choose when and where the course will be taken, all you need is an Internet connection to work with the online course. This means that any client of our training courses can pace themselves however they would like in order to maximise their learning experience.

Public Workshop at a Venue

Details:

  • Time: 9:00 AM – 4:00 PM
  • Small Number of participants per workshop, average 5 people, max 12
  • Lunch and refreshments are included

Details:

  • Pay on Invoice or by Credit Card
  • Professional Grade Certificate of Completion Provided
  • Comprehensive courseware and materials

Please scroll Horizontally to see course dates:

LocationDate 1Date 2Date 3
Sydney
Level 1, 111 Harrington Street Sydney NSW 2000
Oct 18
1 day course
$495.00
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Jan 17
1 day course
$495.00
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Apr 02
1 day course
$495.00
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Perth
Level1 Cloisters, 863 Hay Street Perth WA 600
Oct 18
1 day course
$495.00
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Jan 17
1 day course
$495.00
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Apr 02
1 day course
$495.00
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Brisbane
24/215 Adelaide Street, Brisbane QLD 4000
Oct 18
1 day course
$495.00
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Jan 17
1 day course
$495.00
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Apr 02
1 day course
$495.00
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Melbourne
123 Queen Street, Melbourne VIC 3000
Oct 19
1 day course
$495.00
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Jan 17
1 day course
$495.00
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Apr 02
1 day course
$495.00
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Adelaide
19 Young Street Adelaide SA 5000
Oct 18
1 day course
$495.00
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Jan 17
1 day course
$495.00
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Apr 02
1 day course
$495.00
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Canberra
4 National Circuit Canberra ACT 2600
Oct 18
1 day course
$495.00
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Jan 17
1 day course
$495.00
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Apr 02
1 day course
$495.00
Book Now

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