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 Centre Agent 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 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 15
Perfecting the Script
- Ways to Customize Scripts
- The FAQ Sheets
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 22
It’s More Than Just a Phase
- The Four Phases of Negotiation
- Different Types of Negotiation
Lesson 24
Tips for Challenging Callers
- Ways on How to Deal with Different Types of Caller
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
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:
| Location | Date 1 | Date 2 | Date 3 |
|---|---|---|---|
| Sydney Level 1, 111 Harrington Street Sydney NSW 2000 | Oct 18 1 day course $495.00 Book Now | Jan 17 1 day course $495.00 Book Now | Apr 02 1 day course $495.00 Book Now |
| Perth Level1 Cloisters, 863 Hay Street Perth WA 600 | Oct 18 1 day course $495.00 Book Now | Jan 17 1 day course $495.00 Book Now | Apr 02 1 day course $495.00 Book Now |
| Brisbane 24/215 Adelaide Street, Brisbane QLD 4000 | Oct 18 1 day course $495.00 Book Now | Jan 17 1 day course $495.00 Book Now | Apr 02 1 day course $495.00 Book Now |
| Melbourne 123 Queen Street, Melbourne VIC 3000 | Oct 19 1 day course $495.00 Book Now | Jan 17 1 day course $495.00 Book Now | Apr 02 1 day course $495.00 Book Now |
| Adelaide 19 Young Street Adelaide SA 5000 | Oct 18 1 day course $495.00 Book Now | Jan 17 1 day course $495.00 Book Now | Apr 02 1 day course $495.00 Book Now |
| Canberra 4 National Circuit Canberra ACT 2600 | Oct 18 1 day course $495.00 Book Now | Jan 17 1 day course $495.00 Book Now | Apr 02 1 day course $495.00 Book Now |
Get Information or Quotation For Your Team
You May Like
[wcp-carousel id=”30″ order=”DESC” orderby=”relevance” count=”9″]
