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Getting Started with Call Center Training
Rating: 4.5 out of 5(2,020 ratings)
9,970 students

Getting Started with Call Center Training

Call Center Training is essential for both new hires and existing staff to sharpen their skills and feel motivated.
Created bySinan Cetiner
Last updated 4/2021
English

What you'll learn

  • Cold and Warm Calls
  • Understand Sales by Phone
  • How to Close Down the Voice
  • Learn to Ask the Right Questions

Course content

1 section • 20 lectures • 1h 12m total length

  • Introduction to the Course1:09

    Master call center work by applying skills, tone, cadence, and pitch, and sharpen questioning, listening, and negotiating abilities. Personalize interactions, deliver meaningful messages, and build relationships, including tactful bad-news handling.

  • What’s Missing in Telephone Communication?5:14
  • Verbal Communication4:58
  • Who are Your Customers?3:00
  • Questioning and Listening Skills3:42
  • Asking the Right Questions4:14

    Master open versus closed questions, learn to ask the right questions at the right time, and use probing, pauses, and reflective paraphrasing to gather information and guide customer calls.

  • When Saying No1:27
  • Sales by Phone2:12
  • Taking Messages2:16
  • Closing Down the Voice4:45
  • Cold and Warm Calls5:37
  • Developing a Script5:12

    Developing a script trains callers to use a six-element cold call framework—attention statement, identification, kind attitude, reason for the call, sale request, and objection responses—delivered with a professional, friendly tone.

  • Perfecting the Script3:14

    Perfect the call center script through consistent, on-script practice, role plays, and critique; tailor only when needed, aim for daily target calls, and use cheat sheets to boost productivity.

  • Handling Objections2:09

    Learn to handle objections by listening, clarifying the true issue, and responding to reinforce value while following the three steps: identify, validate, resolve.

  • Closing the Sale3:19
  • Changes in the Customer1:45
  • Negotiation5:29
  • Phases of Negotiation4:05
  • Types of Negotiation5:23
  • Phone Tag and Getting the Call Back3:47

Requirements

  • No previous experience needed
  • Open mindedness is required
  • Learn the Art of Call Centre

Description

Call centers are a vital part of any business operations. They operate over the phone, their main channel of communication.


Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.


Call centers are designed to handle a massive volume of calls so it is important to learn the customer service aspect of it too. Because, generally call centers are used to handle customer service, technical support or sales.


Providing quality customer service is the most visible way to stand out as a brand in today’s competitive marketplace. The key to customer acquisition, retention, and advocacy lies in delivering an outstanding customer experience.

It’s been proven over and over again that customers are willing to pay more and are likely to purchase from you again and again if they’re happy with the service. However, improving call center sales isn’t easy an easy task for any business.


So, this course will help call center 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 throughout this energizing and practical course.


Here what you will learn:

  • 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

  • Improve your customer service skills



So, why wait? Join us today and get started with your call center training.


I wish you happy learning!

Who this course is for:

  • Team leaders
  • Supervisors
  • Managers
  • Small businesses

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