Available Delivery Methods
In-person workshop: 150 CAD (plus tax)
Online virtual classroom: 120 CAD (plus tax)
Online self-paced study: Available in Training Center
(Taxes are not applicable for clients outside of Canada)
Group Registration
A 10% discount is available for group registrations of more than 10 participants.
Course Duration
1 day
Course Description
Phone skills are a highly valuable tool to have in any employee’s skill set, and Call Center Training will help provide those skills. This course will help your participants improve their phone skills, make them more confident, improve sales, and help them gain new customers while retaining your current clientele. A more confident employee is also one who 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 used to make sure the participants are reaching their potential and maintaining a useful skill set.
Course Objectives
- Define and understand call center strategies.
- Identify different types of buying motivations.
- Create SMART Goals.
- Become familiar with strategies that sharpen effective communication.
- Use proper phone etiquette.
- Set benchmarks.
Course Outline
- The Basics
- Telephone Etiquette
- Important Tools
- Speaking Like a Star
- Types of Questions
- Benchmarking
- Goal Setting
- Call Handling Steps
- Closing
Note: The course outline is subject to change to reflect emerging practices and can be tailored to your organization’s specific needs.