Call Center Training: Sales and Customer Service Training for Call Center Agents
$297.00
Course Length: 12 Weeks
Course Hours: 16
________________________________________________________________________
Course Overview
In this course, you will learn how to present yourself appropriately on the telephone. You will also learn tips for saying no, giving bad news, selling on the phone, overcoming objections, dealing with difficult customers, taking messages, and managing voice mail. We will also share a basic telephone script that you can customize.
Available!
Return to Store- Description
- Learning Objectives
- Outline
- Instructor(s)
- Certificate Requirements
- System Requirements
- FAQs
- Reviews (0)
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. With the right training, call center agents can be an excellent asset in your organization’s sales process.
Learning Objectives
After you complete this course, you will be able to:
- Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.
- 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.
- Understand the importance of creating and delivering meaningful messages.
- Use tools to facilitate communication.
- Realize the value of personalizing interactions and developing relationships.
- Practice vocal techniques that enhance speech and communication ability.
- Personalize techniques for managing stress.
Outline
Session One: Course Overview
Session Two: What’s Missing in Telephone Communication?
It’s Not What You Say; It’s How You Say It
In the Absence of Body Language
Session Three: Verbal Communication Techniques
Being Yourself and Sounding Your Best
A Service Image
Session Four: Who are Your Customers?
Define the Customer and Client
About Relationships
Session Five: To Serve and Delight
Session Six: Did You Hear Me?
Listening Skills
The Mission: To Listen
Session Seven: Asking the Right Questions
Open Questions vs. Closed Questions
Probing Techniques
Session Eight: Saying No
When We Say “No”
Delivering Bad News
Session Nine: Sales by Phone
Benefits of Telemarketing
Rapport Building
Session Ten: Taking Messages
Pen in Hand
Effective Messages
Session Eleven: Staying Out of Voice Mail Jail
Session Twelve: Closing Down the Voice
Session Thirteen: Cold and Warm Calls
The Cold Call
The Warm Call
Session Fourteen: Developing a Script
Scripting Techniques
Sample Script
Session Fifteen: Perfecting the Script
Making the Script Yours
Using Cheat Sheets
Session Sixteen: Going Above and Beyond
Fifteen Techniques for CCA Success
Customize Your Service
Session Seventeen: Handling Objections
Session Eighteen: Closing the Sale
Session Nineteen: Feelings
Session Twenty: Changes in the Customer
The Changing Customer
What the Customer Wants
Session Twenty-One: Negotiation Techniques
Mastering Negotiation Skills
Practicing Negotiation
Session Twenty-Two: It’s More Than Just a Phase
Phases of Negotiation
Negotiation Made Easier
Session Twenty-Three: High Impact Moments
Make It Count
Creating Case Studies
Session Twenty-Four: Tips for Challenging Callers
Tips and Tricks
Caller Behaviors
Up the Mountain
Session Twenty-Five: Dealing with Difficult Customers
Dealing with Problems
Dealing with Vulgarity
Session Twenty-Six: Phone Tag and Getting the Call Back
Phone Tag
Following Up
Session Twenty-Seven: This is My Mentor
Session Twenty-Eight: Stress Busting
Session Twenty-Nine: News from Within
Management Reports
Pre-Assignment Review
CCA Reports
Session Thirty: Wrapping Up
It’s a Wrap – Just About!
Debrief
Session Thirty-One: Close with Vocals
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan
Instructor(s)
Author| Revenue Marketer | Startup Advisor| Mentor | Chief Marketing Officer, STEAMrole.org. Blogger Crushingcorporate.com
Founder of the incubator WELL – welearnlive.com, Speaker & Startup Mentor – INBOUND 2017, BizBash NY, HacktheCD, SXSWV2V, SXSW, DIGIDAY, Seattle Interactive Conference
Speaker Background:
Currently the Chief Marketing Officer at STEAMrole.org and former revenue marketer at Microsoft, Yoli Chisholm has been at the bleeding edge and active participant in every digital marketing transformation in the last 20 years. The daughter of South African freedom fighters Yoli brings a radical approach & POV to excellence in business and life. “Scrappy discipline” is her mantra where innovation is the backbone of running thriving organizations, using a message of proven performance principles and disciplined risk-taking.
As the Founder and Chief Entrepreneur at WELL | welearnlive.com she teaches and collaborates with entrepreneurs helping them bring ideas from concept to customers. Yoli has lead demand creation and demand generation for Microsoft’s multi-billion dollar BtoB business in the US.
Her TEDx talk “Are you a strong Tree?” has been very well received. In 2017 she debuted as an author on the topic of corporate entrepreneurship with her book Crushing Corporate and currently run crushingcorporate.com that has 30,000 followers on Facebook.
In addition to working with large corporations, Yoli has a passion for startups and is sought out for advice sometimes taking on formal advisory roles.
Yoli Chisholm was selected as a mentor for the SXSW V2V conference putting her proven experience to work for startups.
Common Keynote Themes:
Digital Transformation for the Modern BtoB Marketer
CORPORATE ENTREPRENEURSHIP
STRATEGIES FOR STARTUPS
The mindset, skillset, and toolset the modern BtoB marketer needs to drive their businesses, The intentional pursuit of successful entrepreneurship through intrapreneurship, The Tools, Tactics & Technology that startups need to drive their growth.
Ideal for: Marketing leaders and Small, Medium and large organizations, C-suite, Ideal for Corporate Professionals, Knowledge-workers, HR professionals, Coaches, Ideal for Startup Founders and employees,
Digital Transformation at Microsoft, Live Stream to Sirius Decisions UK Conference
Yoli Chisholm talks about how she and her team transformed digital marketing at Microsoft, Are You a Strong Tree?
Youtube: https://youtu.be/MXTI2euPh5s
Yoli Chisholm talks about the importance of ancestral roots in business, life, and citizenry to the TEDx audience in Seattle, WA
Black History Month MLK Celebration at Microsoft
Youtube: https://youtu.be/Wh1bO9y2dmY
Yoli Chisholm gives a version of her TED talk “Are You a Strong Tree” delivered at the Martin Luther King celebration and Tribute to Nelson Mandela on the Microsoft campus January 20, 2014.
Yoli shares her POV on navigating the corporate and entrepreneurship world through a weekly vlog on
Facebook: Facebook.com/crushingcorporate
Website: Crushingcorporate.com
Black Excellence
Certificate Requirements
| Course Length | 9 Weeks |
| Course Effort | 4-5 Hours per Week |
| Total Course Hours | 24 |
| Languages | English, Spanish |
| Video Transcripts | Yes |
System Requirements
Internet Connection
- Broadband or High-Speed – DSL, Cable, and Wireless Connections
*Dial-Up internet connections will result in a diminished online experience. Classroom pages may load slowly and viewing large audio and video files may not be possible.
Hardware Requirements
- Processor – 2GHz Processor or Higher
- Memory – 1 GB RAM Minimum Recommended
* While our courses are accessible through multiple mobile learning platforms, some courses may include a CD or DVD with the Textbook, so you may need access to a computer with CD-ROM or DVD Drive.
PC Software Requirements
- Operating Systems – Windows 7 or higher
- Microsoft Office 2007 or higher. Also, you could use a general Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
- Internet Browsers – Google Chrome is highly recommended
- Cookies MUST be enabled
- Pop-ups MUST be allowed (Pop-up Blocker disabled)
- Kindle Reader App is needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
- PowerPoint Viewer (if you do not have PowerPoint)
- Adobe PDF Reader
- QuickTime, Windows Media Player &/or Real Player
MAC Software Requirements
- Operating Systems – Mac OS x 10 or higher with Windows
- Mac office programs or a Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
- Internet Browsers- Google Chrome is highly recommended
- Cookies MUST be enabled
- Pop-ups MUST be allowed (Pop-up Blocker disabled)
- Kindle Reader App is needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
- PowerPoint Viewer (if you do not have PowerPoint)
- Adobe PDF Reader
- Apple QuickTime Media Player
- Courses that include a CD-ROM or DVD may require an external drive and Parallels software to view.
FAQs
How long does it take to complete a course?
When you register for a course(s), you will receive a start date and the time frame it takes to complete the program. Once the course begins, each course is self-paced, so you can start and stop each learning module at your own pace. However, you must complete the course within the time frame to receive a certification.
What happens if I do not have enough time to complete the course within the time frame provided?
If you don’t finish the course in the time frame, you will not receive a certification. The time frame allotted to complete each course has been based on each learner giving a concerted effort to complete the course, plus the number of hours it takes to learn the information and obtain the certification. Therefore, the time frame for each course has been calculated to ensure successful completion of the course. However, if for some reason a learner is unable to complete the course, you will have to re-enroll in the course and you will be required to pay the course price in effect at the time of re-enrollment.
Once enrolled in the course, and I realize that I can’t complete the course can I get a refund?
There are NO REFUNDS once you enroll in a course. However, if you are suddenly deployed while pursuing a certification course, we will work with you to ensure you complete your studies. Learners who need to delay their course for medical reasons, may be eligible to transfer their course(s) to a future term. A medical withdrawal will be considered only if accompanied by:
A written verification and phone verification from a medical doctor stating the student cannot complete the course due to illness or disability. Please not the doctor’s note must be in English to be considered.
You can contact our office at: info@aperionglobalinstitute.com
Are there any additional materials and/or books I am required to buy for a course?
No, everything you need is included in the course. Some courses will suggest additional materials/books that can help you grasp the information better, or expand your knowledge about a topic. However, you are not required to purchase the additional information.
Are there exams I will have to take in a course?
Yes, there are exams in each course to access your knowledge of the material. You will be required to pass those exams to successful complete the course. The type of exams you will take vary. They can range from multiple choice questions, essays, short answers, and/or video/audio submissions. If you diligently study and complete the assignments for each course, you will be prepared to pass the exams in the course(s).
Can I get financial assistance?
Aperion Global Institute (AGI) courses are non-credit courses, so they do not qualify for federal assistance in the United States, and AGI does not provide financial assistance. In some states, a vocational program, military program, or workforce development program will pay for qualified learners to take courses. You will be responsible for qualifying for financial assistance through those agencies and/or programs. For international students, you will also have to follow the guidelines and requirements regarding financial assistance at your institution or program.
What happens when I complete a course?
Upon successful completion of a course, within three (3) days you will receive a certification by email. You are free to save and print the certification for your educational and career needs. If for some reason you do not receive the certification, or can’t save or print the certification please contact our office at: info@aperionglobalinstitute.com
Once I provide an employer with the certification, am I guaranteed a job?
AGI does not provide direct job placement services after successfully completing a course. However, the certification you receive informs a potential employer that you have acquired the skills and knowledge to obtain employment, in most cases. We recommend that learners conduct research on the job market to make sure you have the required job skills and expertise.
What software or hardware do I need, and what are the system requirements to take courses?
To take our courses, you must have access to a computer and the internet. You can use a Mac and/or PC., tablet, phone. You don’t have to use the same device to log-in for the course(s). We recommend that you have a word-processing program (Microsoft Word is the best), Abode Player, and the latest version of a free web browser such as Chrome, Firefox, Internet Explorer, Microsoft Edge, etc.
When can I start the courses?
You can start the courses on the start date only. Once the course starts, you are free to access the course anytime, anywhere, and as many times as you want with an internet connection. Please note: There are no refunds once you enroll in a course(s).
Can I receive CEU credit for courses that I successfully complete?
Please do not assume that all courses that you take and successfully complete are eligible for CEU certification. If you are seeking CEU certification for a course, we strongly recommend that you contact your institution and establish eligibility for the courses you plan to take BEFORE you enroll in a course. Although we provide you with a certificate for successfully completing a course, it is solely your responsibility to ensure that the course you enroll in and the certificate meets CEU requirements for your profession.
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