Certificate In Call Centre Training Online Course

Courses For Success

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  • Curso
  • Online
  • Cuándo:
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Lift Your Confidence & Your Sales Numbers To New Heights  A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal. By studying this course you will gain practical skills and confidence to lift your sales numbers or even improve the value of a sales team once you move into a management position, all of this contributing to the growth and success of your workplace.  By the end of Certificate In Call Centre Training Online Course, you will be able to: Define and understand call centre strategies Identify different types of buying motivations Creat SMART Goals Familiarise yourself with strategies to sharpen effective communication Use proper phone etiquette Set benchmarks
Course Fast Facts: Easy to follow and understand Only 6 to 8 hours of study is required 12 months access to course Delivered 100% on-line and accessible 24/7 from any computer or smartphone You can study from home or at work, at your own pace, in your own time Download printer friendly course content Certificate (IAOTS Accredited) Course Delivery Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone. Recognition & Accreditation This course is internationally recognized and accredited by the International Association of Online Training Standards (IAOTS). The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that...

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Requisitos: Entry requirements Students must have basic literacy and numeracy skills. Minimum education Open entry. Previous schooling and academic achievements are not required for entry into this course. Computer requirements Students will need access to a computer and the internet. Minimum specifications for the computer are: Windows: Microsoft Windows XP, or later ...


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¿Qué aprendés en este curso?

Call Centre
Confidence Training
IT Management
Sales Training


Module One - Getting Started

Module Two - The Basics (Part 1)

  • Defining buying motives
  • Establishing a call strategy
  • Prospecting
  • Qualifying

Module Three - The Basics (Part 2)

  • Getting beyond the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting

Module Four - Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly - tone of voice
  • Effective listening

Module Five - Tools

  • Self - Assessments
  • Utilizing sales scripts
  • Making the script your own
  • The sales dashboard

Module Six - Speaking like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result

Module Seven - Types of Questions

  • Open questions
  • Closed questions
  • Ignorant redirection
  • Positive redirection
  • Negative redirection
  • Multiple choice redirection

Module Eight - Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits

Module Nine - Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • Motivation
  • Overcoming limitations

Module Ten - Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques

Module Eleven - Closing

  • Knowing when it's time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale

Module Twelve - Wrapping Up

Words from the Wise

  • HAL LINDEN - I hadn't really noticed that I had a hearing problem; I just thought most people had given up on speaking clearly.
  • MOLIERE - If you make yourself understood you're always speaking well.
  • ZIG ZIGLAR - What you do off the job is a determining factor in how far you will go on the job.
  • WINSTON CHURCHILL - Broadly speaking, short words are the best, and the old words the best of all.