Inbound and outbound call centre staff must ensure they handle a variety of enquires with a professional, friendly and customer focused approach. We have listed some examples of call centre training topics that can be designed and delivered to compliment existing SLA's and company policy's.

Who should attend

 
Inbound and Outbound call centre staff.

Learning Outcome

Design and deliver a bespoke Call Centre training program to achieve the learning outcome you require for your call centre staff.

Examples of Course Topics

Telephone Skills
    • Reducing call duration times whilst keeping service quality high
    • The correct direction of callers
    • Improving listening and questioning skills to establish peoples needs
    • Developing a professional telephone voice
    • Enhance your confidence when communicating with customers
    • Positive words, language and statements
    • Professional message taking

Customer Perceptions
    • The importance of customer perception and customer relationships
    • Customers needs and expectations
    • The perception of your organisations Brand and service

Exceptional Customer Service
    • Make an excellent first impression - Use body language and voice effectively
    • Techniques to consistently give your customers exceptional customer service
    • Value every customer - Learn the consequences of poor customer service
    • Give reassurance, support and advice to people where necessary
    • Empathy and sympathy techniques
    • Rapport building, 'mirroring' skills and over familiarity

Handling Difficult Customer Situations
    • Recognising the characteristics of difficult customers
    • Showing genuine interest in the customers issues
    • Responsibility, Information and the direction of issues
    • Turning negatives into positives
    • Assertiveness skills
    • Techniques to handle anger, complaints and difficult issues
    • How to Say "NO" to people respectively and provide alternatives
    • How reactions can effect the 'counter reactions' of your customers
    • Calming angry & upset individuals
    • Recording official complaints
    • Staying motivated and in stressful situations

Taking Advantage of Sales Opportunities

    • Getting past gatekeepers and through to the decision makers
    • How to sell consultatively
    • Techniques to build rapport

    • Listening skills to spot sales opportunities
    • Capitalising on customer loyalty
    • Understanding the sales process - Why people buy
    • Turning complaining customers into sales opportunities
    • Spotting buying signals and leading the call correctly
    • Using follow-up calls as an opportunity to generate sales opportunities
    • Handling objections with enthusiasm and creating interest
    • How to choose the best 'closing technique' to get the customer to buy
    • 'Up selling' and 'Cross selling' techniques

Group practical's, discussions and activities are used to maximise participation from every delegate.

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Training Format

The call centre training format you choose, will depend on the amount of people you would like to train and the availability of your call centre staff.

Bespoke In-house Training

    • Ideal for training groups of call centre staff.

    • Flexible and cost effective Training.   

    • Design a bespoke Training program to meet the needs of your call centre staff.

    • Typical course lengh between 1 - 3 days.   

    • Training can be held at your premises or a venue of your choice.

    • Consultancy and training needs analysis available.

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Make an Enquiry

Please contact us to discuss your call centre training brief or to make a booking:

    • Tel: 0800 121 4660

    • Email: info@be-training.co.uk 

    • Complete a brief enquiry form and we will call you back.