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

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. With the right training, call centre agents can be an excellent asset in your organisations sales process.

This course will help call centre 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 energising and practical course.

If you’ve ever considered call centre sales training, you know just how varied the skills that need to be taught can be. From knowing how to ask questions, listen to customers—including the difficult ones!—and provide the right answers to their questions, to keeping distractions in the workplace to a minimum and being able to handle the stress working in a call centre can provide, call centre training material requires a specific blend of sales and customer service training that can be hard to pull together.

Luckily, our training material is designed to cover every aspect of call centre management training, from building relationships with customers, telephone communication skills, techniques for closing the sale, and more! Students learn how to communicate clearly and effectively, how to ask the right questions, and when, in addition to learning how to take messages and leave voicemails that won’t trap them in the phone tag cycle.

How You Will Benefit:

• Develop an understanding of the nuances of body language and verbal skills.
• Learn aspects of verbal communication such as tone, cadence, and pitch.
• Demonstrate an understanding of questioning and listening skills.
• Acquire comfort with delivering bad news and saying no.
• Learn effective ways to negotiate.
• Understand the importance of creating and delivering meaningful messages.
• Use tools to facilitate communication.
• Realise the value of personalising interactions and developing relationships.
• Practice vocal techniques that enhance speech and communication ability.
• Personalise techniques for managing stress.

What You Will Cover:

• What’s missing in telephone communication?
• Verbal communication
• Who are your customers?
• Questioning and listening skills
• Asking the right questions
• Vocal exercises
• Sales by phone
• Taking messages
• Staying out of voice mail jail
• A look back
• Cold and warm calls
• Developing and perfecting a script
• Going above and beyond
• Handling objections
• High impact moments
• Tips for chatty and difficult callers
• Phone tag and getting the call back
• Stress busting
• News from within