CallCenter Training (Corporate Leadership Training)

88% of Your Customers Who Stop Using Your Services or Products Do So Because of Perceived Employee Indifference or Rudeness!

Call Center Training

This workshop will lower costs as it can reduce staff turnover.  Participants will improve productivity and performance.

 

THIS COURSE IS MEANT FOR:

Managers and call center agents  who want to:

  1. Improve service excellence

  2. Improve employee confidence and job satisfaction

Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.

 

COURSE HIGHLIGHTS

Aspects of Call Centre

The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying

The Basics (II) 

  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting

 

 

Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly – Tone of Voice
  • Effective Listening

 

Tools

  • Self Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard

 

 Speaking Like a Star
  • S = Situation
  • T= Task
  • A= Action
  • R = Result

 

Types of Questions 

  • Open Questions
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection

 

Benchmarking 

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits

 

Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations

 

 Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques

 

Closing

  • Knowing When it”s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale

COURSE INCLUDES

  • 12 Workshop Hours (2 days)
  • John Maxwell Trainer
  • Certified Executive Coach (University of Cape Town)
  • High-Quality Powerpoints
  • Participating Workbooks

COST

  • R15 000.00 per day (less than 9 delegates)
  • R1899.00 per delegate (10 or more delegates)

(This course can also be customized according to the organization’s schedule and preferences).

PRAISE REPORT

 


Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.

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