Call Centre Training

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 and ultimately close the deal.

Who Should Attend?

Ideal for candidates (customer service agents, receptionists, call centre executives) and anyone else whose job profile highly involves direct telephonic interactions with customers. The candidate must know the basic of English language and should have completed high school / undergraduation.

Topics covered:

  • Defining Buying Motives
  • Getting Beyond the Gate Keeper
  • Phone Etiquette
  • Tools (Sales Scripts, Sales Dashboards)
  • Speaking Like a STAR (S-Situation, T-Task, A-Action, R-Result)
  • Types of Questions
  • Benchmarking
  • Goal Setting
  • Key Steps (Success Factors)
  • Closing Techniques

Learning Outcomes:

At the end of this program, participants will be able to:
  • 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.

Trainer Video

No video available
  • Learning Hours 20 Hours

Help Desk Detail

For Corporate Tailored Course, please contact our Help Desk at +971 2 6794948

Accreditations

Autodesk Logo Autodesk, Inc. is an American multinational software corporation that makes software for the architecture, engineering, construction, manufacturing, media, and entertainment industries.

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ilm REI is an approved Institute of Leadership & Management (ILM) Training Centre providing Accredited Programs in the areas of Leadership & Management.

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british_council REI is an authorized IELTS Registration Centre for British Council. IELTS is the world’s most popular English language proficiency test with two million tests taken in the last year.

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cie

REI is an exclusive partner institution with CIE Oxford – UK to provide English Language Courses. CIE Oxford – UK was founded in 1974 and has been in the Education Business for 40 years promoting English Language Courses in an academic context.

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pearson REI is an approved PEARSON VUE Computer Testing Centre for IT Network and Management Programs.

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