Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Center Training will help provide those skills. This course will help your participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that 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 to keep their skill-set at a high level.
Course Outline:
Module One: Getting Started
• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives
Module Two: The Basics (I)
• Defining Buying Motives
• Establishing a Call Strategy
• Prospecting
• Qualifying
• Case Study
• Review Questions
Module Three: The Basics (II)
• Getting Beyond the Gate Keeper
• Controlling the Call
• Difficult Customers
• Reporting
• Case Study
• Review Questions
Module Four: Phone Etiquette
• Preparation
• Building Rapport
• Speaking Clearly - Tone of Voice
• Effective Listening
• Case Study
• Review Questions
Module Five: Tools
• Self-Assessments
• Utilizing Sales Scripts
• Making the Script Your Own
• The Sales Dashboard
• Case Study
• Review Questions
Module Six: Speaking Like a Star
• S = Situation
• T= Task
• A= Action
• R = Result
• Case Study
• Review Questions
Module Seven: Types of Questions
• Open Questions
• Closed Question
• Ignorant Redirection
• Positive Redirection
• Negative Redirection
• Multiple Choice Redirection
• Case Study
• Review Questions
Module Eight: Benchmarking
• Benchmark Metrics
• Performance Breakdown
• Implementing Improvements
• Benefits
• Case Study
• Review Questions
Module Nine: Goal Setting
• The Importance of Goals
• SMART Goals
• Staying Committed
• Motivation
• Overcoming Limitations
• Case Study
• Review Questions
Module Ten: Key Steps
• Six Success Factors
• Staying Customer Focused
• The Art of Telephone Persuasion
• Telephone Selling Techniques
• Case Study
• Review Questions
Module Eleven: Closing
• Knowing when it’s Time to Close
• Closing Techniques
• Maintaining the Relationship
• After the Sale
• Case Study
• Review Questions
Module Twelve: Wrapping Up
• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations
After Checkout Check Your Email
Within 24 hours, you will receive a separate email from us.
This email will contain your login credentials (username and password) along with detailed instructions on how to access your training library.
What to Expect After Your Purchase
Step 1: Check Your Inbox
Within 24 hours, you’ll receive a confirmation email from us.
Inside, you’ll find:
- Your personal login credentials (username & password)
- Step-by-step instructions to access your training library
Step 2: Access Your Training Library
Once your email arrives:
- Follow the quick setup guide provided.
- Sign in using your new credentials.
- Instantly explore your courses, tools, and resources.
We’re Here for You
If you have questions—or if your login email hasn’t arrived within 24 hours—our support team is ready to help.
📩 Email us anytime at: employeeskilltraining@gmail.com
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