Call Centre Training Program
4.1 (30 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.
624 students enrolled
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Call Centre Training Program

A Practical Guide For Professionals Working in Call Centre Environment To Excel In Their Job
4.1 (30 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.
624 students enrolled
Created by Adam Karsh
Last updated 2/2017
English
Curiosity Sale
Current price: $10 Original price: $75 Discount: 87% off
30-Day Money-Back Guarantee
Includes:
  • 1 hour on-demand video
  • 29 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Learn best practice call centre strategies.
  • Understand the various types of buying motivations.
  • Understand the importance of SMART goals and how to create them
  • Learn effective communication techniques
  • Learn and apply phone etiquete
View Curriculum
Requirements
  • Customer service skills would be an advantage but the course is structured in a way to benefit all levels
Description

Dealing with customers over the phone is a highly valuable skills to have in any professional's skill-set, and Call Centre Training will help develop and improve those skills for both newbies and experienced employees. This course will help you enhance your phone skills which will make you more confident, increase sales, and help acquire new clients while retaining your existing customers. A more capable professional is also one that is happier, and much more productive.

 How To Be An Excellent Call Centre Agent: The Blueprint course will save the organisation money as the employee turnover will be significantly lower. You will learn the skills to increase productivity and performance. This will produce an excellent working environment throughout the company and help achieve the employer and employees' goals at the same time. 

Training Goals:

  • Learn best practice call centre strategies.
  • Understand the various types of buying motivations.
  • Understand the importance of SMART goals and how to create them
  • Learn effective communication techniques
  • Learn and apply phone etiquette


Who is the target audience?
  • This course is not only ideal for professionals working in a call centre environment but also for a wide range of workers who deal with customers over the phone on a daily basis
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Curriculum For This Course
+
First Things First
24 Lectures 53:22
  • Workshop Objectives
Preview 02:30


Funny Customer Support Video
01:42

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
Preview 04:30


  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
Preview 03:59

Case study 3
00:36

  • Preparation
  • Building Rapport
  • Speaking Clearly - Tone of Voice
  • Effective Listening
Phone Etiquette
04:09

Case study 4
00:38

  • Self Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
Tools
02:42

Case study 5
00:35

  • S = Situation
  • T= Task
  • A= Action
  • R = Result
Speaking Like a Star
02:56

Case study 6
00:40

  • Open Questions
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
Types of Questions
04:32

Case study 7
00:40

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
Benchmarking
03:36

Case study 8
00:48

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
Goal Setting
05:14

Case study 9
00:47

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
Key Steps
04:53

Case study 10
00:42

  • Knowing When it"s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
Closing
04:12

Case study 11
00:42


You Better Take Action
00:29
About the Instructor
Adam Karsh
4.1 Average rating
2,086 Reviews
15,631 Students
54 Courses
Qualified Psychologist | Personal Development Coach

Adam Karsh is a qualified psychologist. Before he changed career to psychology and personal development Adam worked for 10 years training and coaching employees in some of the largest global financial institutions in the world. His mission is to deliver maximum learning value to students interested in improving or acquiring key soft skills such as communication, leadership, management, productivity, emotional intelligence, well-being, problem solving, creativity, conflict resolution and other intangible skills.