Course description
Call Centre Excellence:
Comprehensive Sales & Customer Service Training for Call Centre Agents
Course Description:
In today's business landscape, call centres play a crucial role in customer interaction and service delivery. This comprehensive course is designed to empower call centre agents with the essential skills and techniques needed to excel in their telephone-based roles. From mastering verbal communication to handling challenging situations with finesse, participants will explore various aspects of sales and customer service within a call center environment. Through interactive sessions and practical exercises, agents will learn strategies to enhance customer satisfaction and drive sales while effectively managing call centre interactions.
Upcoming start dates
Suitability - Who should attend?
The "Call Centre Excellence: Comprehensive Sales & Customer Service Training for Call Centre Agents" course is suitable for a wide range of professionals who work in call centre environments and seek to enhance their skills in sales and customer service. Specifically, this course is beneficial for:
- Call Centre Agents: Individuals who directly interact with customers over the phone and are responsible for addressing inquiries, resolving issues, and promoting products or services.
- Customer Service Representatives: Professionals who handle customer inquiries, complaints, and feedback to ensure a positive customer experience.
- Sales Representatives: Sales professionals who engage with customers over the phone to generate leads, close sales, and meet revenue targets.
- Call Centre Supervisors and Team Leaders: Managers and supervisors responsible for overseeing call centre operations, performance management, and training of call centre agents.
- Call Centre Managers: Managers who are accountable for the overall performance, strategy, and direction of the call centre.
- Customer Experience Managers: Professionals responsible for designing and implementing strategies to enhance the overall customer experience within the call centre.
- New Call Centre Employees: Individuals who are new to the call centre industry and want to gain foundational knowledge and skills in sales and customer service.
- Professionals Seeking Career Advancement: Individuals looking to advance their careers in the call centre industry by acquiring specialized skills in sales and customer service.
- Anyone Interested in Improving Communication Skills: Individuals interested in improving their verbal communication, active listening, and customer interaction skills, which are essential in call centre environments.
Overall, this course caters to professionals across various industries who are committed to delivering exceptional sales and customer service experiences in call centre settings.
Outcome / Qualification etc.
We are an accredited CPD provider.
Certification issued by the course provider
Training Course Content
Key Topics Covered:
- Verbal communication techniques for impactful interactions
- Understanding customer profiles and needs
- Developing active listening skills
- Asking effective questions and handling objections
- Utilizing voicemail and message-taking effectively
- Vocal exercises to enhance clarity and tone
- Crafting scripts for cold and warm calls
- Delivering exceptional service and creating high-impact moments
- Strategies for handling objections and closing sales
- Effective negotiation techniques
- Tips for managing challenging callers and stressful situations
- Efficient call-back strategies and minimizing phone tag
- Stress management techniques for call center agents
- Current trends and advancements in call center operations
What's Included:
- Expert instruction by experienced facilitators
- Interactive small-group sessions for personalized learning
- Comprehensive manual and course materials for ongoing reference
- Personalized certificate of completion
- On-site training available for groups of up to 15 participants
Join us for this dynamic one-day workshop to elevate your call center skills and drive excellence in sales and customer service.
Why choose Churchill Square Training & Development
97% of participants found the training highly effective
Effectively trained over 16,000 people globally
More than 20 highly experienced and specialist trainers
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Churchill Square Training & Development Ltd
Churchill Square Training & Development is a leading provider of professional training and development solutions, dedicated to empowering individuals and organizations to achieve their full potential. With a focus on delivering high-quality, practical training programs, Churchill Square offers a wide...