51: Call Centre Training

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BA~101 - Call Centre Training

Duration: ± 6 hours | Course Code: BA~101 | Cost From: R 350.00 per person (US$ 20)

Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Center Training will help provide those skills. Call Centre

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 clientele. 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 required by the company to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

Objectives

Define and understand call center strategies.
Identify different types of buying motivations.
Create SMART Goals.
Familiarization with strategies that sharpen effective communication.
Use of proper phone etiquette.

Target Audience

All business personnel who use Call Centre techniques for Services, Sales or Administration purposes on a regular basis.

Learning Outcomes

On completion of the Workshop, the learner will have a knowledge and understanding of:

Acceptable telephone etiquette and practices
The ability to achieve successful communication and reactions by using proper voice and manner controls
The importance of goals and goal setting
The effectiveness of different call centre strategies
The importance of the telephone and voice in portraying the company's image

Scope & Requirements

The Learners must be able to read, write and speak English, have access to a computer in order to prepare documentation, and access to the Internet to attend this course.

It is not enough to just read the theory, it is necessary to also practice your telephone mannerisms, skills and call centre startegies

Cost

R 350 per person

$ 20 per person for international students

Group discounts available on request

Note

All Material is subject to Copyright. A Certificate of Completion will be sent to those who complete the course

Duration: ± 6 hours

Course Code: BA~101

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