- Houston , Texas, USA.
- Info@mbstrainingcenter.com
Call Center Training
This course is part of Social Development (Sales & Marketing)
Instructors: Tammy McAllister
150,434 already enrolled
12 modules
Learn the fundamentals.
30 -40 hours to complete
Spread over 2 to 3 weeks
Flexible schedule
Learn at your own pace
★★★★☆ 4.8
(4,274 reviews)
About the Course
Phone skills are a highly valuable tool to have in any employee’s skill-set, and Call Center Training will help provide those skills. This course will help your participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.
Call Center Training will lower costs, as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and maintaining a useful skill set.
Course Objectives:
- Define and understand call center strategies.
- Identify different types of buying motivations.
- Create SMART Goals.
- Become familiar with strategies that sharpen effective communication.
- Use proper phone etiquette.
- Set benchmarks.
- Course Objectives
- Pre-Assignment
- Pre-Test
- Defining Buying Motives
- Establishing a Call Strategy
- Prospecting
- Qualifying
- Practical Illustration
- Module Two: Review Questions
- Getting Beyond the Gate Keeper
- Controlling the Call
- Difficult Customers
- Reporting
- Practical Illustration
- Module Three: Review Questions
- Preparation
- Building Rapport
- Speaking Clearly – Tone of Voice
- Effective Listening
- Practical Illustration
- Module Four: Review Questions
- Self-Assessments
- Utilizing Sales Scripts
- Making the Script Your Own
- The Sales Dashboard
- Practical Illustration
- Module Five: Review Questions
- S = Situation
- T = Task
- A = Action
- R = Result
- Practical Illustration
- Module Six: Review Questions
- Open Questions
- Closed Questions
- Ignorant Redirection
- Positive Redirection
- Negative Redirection
- Multiple Choice Redirection
- Practical Illustration
- Module Seven: Review Questions
- Benchmark Metrics
- Performance Breakdown
- Implementing Improvements
- Benefits
- Practical Illustration
- Module Eight: Review Questions
- The Importance of Goals
- SMART Goals
- Staying Committed
- Motivation
- Overcoming Limitations
- Practical Illustration
- Module Nine: Review Questions
- Six Success Factors
- Staying Customer Focused
- The Art of Telephone Persuasion
- Telephone Selling Techniques
- Practical Illustration
- Module Ten: Review Questions
- Knowing When It’s Time to Close
- Closing Techniques
- Maintaining the Relationship
- After the Sale
- Practical Illustration
- Module Eleven: Review Questions
Module Two: The Basics (I)
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Everything You Need to Know About the Course
Yes! Upon successful completion of the course, you will receive a certificate that demonstrates your mastery of key entrepreneurial skills and knowledge.
The course typically takes 30-40 hours to complete, depending on your pace. The program is spread over 12 modules and can be completed in 3 weeks at 3 hours per week. You can also take the course at your own pace with flexible scheduling.
Yes, this course is designed for aspiring entrepreneurs, small business owners, and professionals transitioning into self-employment. It covers the fundamentals, as well as advanced strategies, to help you at any stage of your entrepreneurial journey.
In this workshop, you will learn how to start, manage, and grow a successful business. Topics include business planning, market analysis, employee management, securing financing, marketing strategies, and business growth techniques.
Yes! Upon successful completion of the course, you will receive a certificate that demonstrates your mastery of key entrepreneurial skills and knowledge.
There are no specific prerequisites. Whether you're new to entrepreneurship or already running a business, this workshop will provide valuable insights and practical tools.
Yes, you will have access to the course materials and resources even after completion, so you can refer back to them as needed.
To enroll, simply visit the course registration page, fill out the form, and select your preferred payment option. You will receive immediate access to the course materials upon enrollment.
We offer a 30-day money-back guarantee. If you are not satisfied with the course within the first 30 days, you can request a full refund.
Yes! The course is designed with flexibility in mind. You can complete the modules at your own pace and choose a schedule that works for you.
