Call Center Department Program

  • Duration: 8 hours

Call Center Department Program

This course will help call center agents to empower their telephone skills by understanding the best ways to listen and to be heard. Each phone interaction has elements of sales and customer service skills which we will explore in details throughout this practical training program.

During this highly interactive course, participants will be able to build their confidence and to create positive customer’s experience over the phone for achieving targets and customer service excellence.

This program will help your staff expertly handle customer requests and complaints with the leading-edge tactics in How to Be a Great Call Center Representative, increase satisfaction, reduce time spent per call and ace the fundamentals of frontline customer communications to build trust, increase market share and drive sales and profitability.

Program Objectives

At this program’s conclusion, participants should be able to:

  • Adopt a consistent, professional style when speaking with customers over the phone
  • Develop skills in engaging with customers and handling their enquiries professionally
  • Take orders and notes effectively
  • Listen effectively, ask questions and summarize to respond fully to a customer’s requests and needs
  • Identify ways to value customer’s relationship and exceed their expectations over the phone.
  • Seize opportunities to upsell products when they arise.
  • Develop powerful telephone etiquette and skills
  • Master strategic sales processes for your products
  • Learn strategies for effective communication and listening skills
  • control inbound and outbound calls professionally.
  • Identify the types of questions over the phone
  • Know the technique of speaking over the phone: Speaking like a STAR.
  • Learn how to dress for success even over the phone
  • Avoid current legislation, terminology, and technology affecting call center staff
  • Build trust
  • Enhance problem solving and decision-making over the phone
  • Handle difficult customer situations
  • Manage their call time and multi-tasking
  • Control their stress level
  • Recover from mistakes-theirs and their customer’s

Training Modules

Recognizing Your Customers

Projecting a Positive Service Image

  • Positive Image Strategies
  • Self-Empowerment

Communicating Positively with Yourself (and Others)

  Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly – Tone of Voice
  • Knowing the Customer Service WOWing Elements Over the Phone

The Importance of Effective Interpersonal Communication

The Two-Way Communication Model

Interpersonal Communication Skills

  • Verbal Skills
  • Verbal Content

Effective Customer Service Communication Strategies

Why Is Listening Important?

The Listening Process

Characteristics of Effective Listening

  • Empathy
  • Caring
  • Sincerity
  • Patience
  • Responsiveness

Effective listening and note taking

  • Open-Mindedness

Common Listening Pitfalls

  • Pseudo-Listening
  • Interruptions
  • Preconceived Ideas
  • Information Overload
  • Noisy Environments
  • Semantics
  • Emotions

Strategies for Effective Listening

  • Paraphrase What the Customer Said
  • Avoid Arguing with Customers
  • Ask Appropriate Questions
  • Take Accurate Notes
  • Use Acknowledgement Words or Statement
  • Open Questions
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection

The Importance of Trust

The Impact of Values and Beliefs on Trust

Trust building Strategies

  • Listen to the Customer
  • Be Sincere
  • Remain Unbiased
  • Be Truthful
  • Use Facts and Figures

The Role of Ethical Behavior

Your Role in Problem Solving

The Problem Solving Model

  • Identify the Problem or Issue
  • Analyze the Problem or Issue
  • Identify Alternatives
  • Evaluate Alternatives
  • Make a Decision

The Importance of Sound Decision Making

Identifying Resources

Customers with Disabilities

  • People with Hearing Impairments
  • People with Speaking Impairments
  • Language Differences
  • Talkative Customers
  • Indecisive Customers
  • Complaining Customers
  • Angry/Emotional Customers
  • Opportunities for Service Excellence
  • Knowing when it’s Time to Close
  • Closing Techniques
  • Maintaining the Relationship