Call Center Training| Essential Guide
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Call Center Training| Essential Guide

Essential Steps to handle variety call center situations and improve your skills and professionalism
3.5 (2 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
1,681 students enrolled
Created by Mesk Academy
Last updated 7/2017
English
Price: Free
Includes:
  • 1 hour on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Familiarize myself with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.
View Curriculum
Requirements
  • Basic Understanding of call center.
Description

about useful tips,to develop actual skills and how to use them

Welcome to the call center training

Welcome to the Call Center Training Workshop. 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.

In this course, you will learn about:

The basics, phone etiquette, tools, speaking like a star, types of questions, benchmark, goal setting, key steps, and closing the call.

This Course is providing to you by Mesk Academy

Mesk Academy is a professional online training center, which provided professional training courses for more than 2,700 + trainees and received more than 470+ satisfied reviews.

Our passion is to support professional people like you in boosting your careers growth and unlock your potential, as well as, supporting companies, and governments in achieving better quality and productivity.



Who is the target audience?
  • Call center employees.
  • Supervisors and support staff.
  • Business owner and entrepreneur.
  • Employees who deal with customers over the phone.
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Curriculum For This Course
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Introduction
1 Lecture 01:11
Introduction
01:11
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The Basics (I)
3 Lectures 05:43
The Basics (I) - Introduction
00:35

Defining Buying Motives, Establishing Call Strategy, Prospecting, and Qualifying
03:46

Case Study
01:22
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The Basics (II)
3 Lectures 05:26
The Basics (II) - Introduction
00:27

Gate Keeper, Controlling the Call, Call Difficult Customers, and Reporting
03:34

Module 3: Case Study
01:25
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Phone Etiquette
3 Lectures 05:20
Phone Etiquette - Introduction
00:43

Preparation, Building Rapport, Tone of Voice, and Effective Listening
03:18

Module Four - Case Study
01:19
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Tools
3 Lectures 03:43
Tools - Introduction
00:33

Self-Assessments, Sales Script, Making the Script Your Own, and Sales Dashboard
02:07

Module Five - Case Study
01:03
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Speaking Like a Star
3 Lectures 04:28
Speaking Like a Star - Introduction
00:34

Situation, Task, Action, and Result
02:22

Module Six - Case Study
01:32
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Types of Questions
3 Lectures 05:12
Types of Questions - Introduction
01:20

Open & Closed Questions, Ignorant, Positive, Negative, and Multipl Redirection
03:03

Module Seven - Case Study
00:49
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Benchmarking
3 Lectures 06:43
Benchmarking - Introduction
00:35

Benchmark Metrics, Performance Breakdown, Implementing Improvements and Benefits
03:08

Module Eight - Case Study
03:00
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Goal Setting
3 Lectures 05:56
Goal Setting - Introduction
00:27

The Importance Goals, SMART Goals, Staying Committed, and Motivation
04:26

Module Nine - Case Study
01:03
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Key Steps
3 Lectures 06:02
Key Steps - Introduction
00:34

Success Factors, Customer Focused, Telephone Persuasion, and Selling Techniques
04:01

Module Ten - Case Study
01:27
1 More Section
About the Instructor
Mesk Academy
4.3 Average rating
851 Reviews
9,682 Students
16 Courses
Professional Training and Consultation

Mesk Academy is an online education and training center that provide a professional courses, which designed to provide many professionals and the companies with training that they deserve.

Our vision is to be one of the leaders academy in providing high quality and professional online training courses that will support professional people to boost their careers growth and unlock their full potential, as well as, supporting companies in achieving better quality and productivity.

Our mission is to consistently provide the best class courses that use the robust technology platform, and leaded by professional instructors, in addition to, provide professional support for all students, in order to achieve 100% student satisfaction.