Course outline for
Call Center Training: Sales and Customer Service Training for Call Center Agents
Call Center Training: Sales and Customer Service Training for Call Center Agents Course Outline
Session One: Course Overview
Course Overview
Learning Objectives
Pre-Course Assessment
Session Two: Telephone Communication
It is Not What You Say; It is How You Say It
Does Body Language Matter?
Session Three: Verbal Communication Techniques
Sounding the Best
A Service Image
Session Four: Who Are The Customers?
Defining Customer and Client
About Relationships
Session Five: To Serve and Delight
The Meaning Behind What Is Said
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
Relaying Information
Effective Messages
Session Eleven: Voicemail
Proper Voicemail Messages
Session Twelve: Taking Care of the Voice
Vocal Exercises
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 One's Own
Using Cheat Sheets
Session Sixteen: Going Above and Beyond
Techniques for CCA Success
Customize Service
Session Seventeen: Handling Objections
Overcoming Hesitation
Session Eighteen: Closing The Sale
Closing Questions
Session Nineteen: Feelings
Demonstrating Empathy
Session Twenty: Changes in the Customer
Adapting To New Expectations
What The Customer Wants
Session Twenty-One: Negotiation Techniques
Mastering Negotiation Skills
Session Twenty-Two: Negotiation Phases
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
Challenging Callers
Session Twenty-Five: Dealing with Difficult Customers
Dealing with Problems
Session Twenty-Six: Getting the Call Back
Phone Tag
Following Up
Session Twenty-Seven: Mentorship
Case Study: Roger's Super Year
Session Twenty-Eight: Stress Busting
Overcoming Stress
Session Twenty-Nine: News from Within
Management Reports
CCA Reports
Personal Action Plan
Course Summary
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Pre-Course Assessment
Post-Course Assessment
Assignment Answer Key
Session Three: Verbal Communication Techniques
Session Four: Who Are The Customers?
Session Five: To Serve and Delight
Session Eight: Saying “No”
Session Ten: Taking Messages
Session Eleven: Voicemail
Session Sixteen: Going Above and Beyond
Session Seventeen: Handling Objections
Session Eighteen: Closing The Sale
Session Twenty: Changes In The Customer
Session Twenty-Three: High Impact Moments
Session Twenty-Four: Tips For Challenging Callers
Session Twenty-Seven: Mentorship
Session Twenty-Eight: Stress Busting
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More Course Outlines in this Series
- Body Language: Reading Body Language as a Sales Tool
- Branding: Creating and Managing Your Corporate Brand
- Building Relationships for Success in Sales
- CRM: An Introduction to Customer Relationship Management
- Dynamite Sales Presentations
- Overcoming Objections to Nail the Sale
- Prospecting for Leads like a Pro
- Selling Smarter
- Telemarketing: Using the Telephone as a Sales Tool
- Social Selling for Small Businesses
- Trade Shows: Getting the Most Out Of Your Trade Show Experience
- 10-Minute Presentations
- Call Center Training: Sales and Customer Service Training for Call Center Agents