Sales and Customer Training for Call Centre Agents


Call centre training focuses on the education of call centre agents to help prepare them to handle any situation in a professional, efficient manner.Effective customer service is an essential ingredient for good communication with current and prospective customers.

Standards of communication then translate into whether customers are happy with a company and its product or services. Since customers are more likely to do business with people they like, good customer service has a bearing on a company’s bottom line.

Course Contents
  • What’s Missing in Telephone Communication?
  • Verbal Communication Techniques
  • Who are Your Customers?
  • To Serve and Delight
  • Did You Hear Me?
  • Asking the Right Questions
  • Saying No
  • Sales by Phone
  • Taking Messages
  • Staying Out of Voice Mail Jail
  • Closing Down the Voice
  • Cold and Warm Calls
  • Developing a Script
  • Perfecting the Script
  • Going Above and Beyond
  • Handling Objections
  • Closing the Sale
  • Feelings
  • Changes in the Customer
  • Negotiation Techniques
  • It’s More Than Just a Phase
  • High Impact Moments
  • Tips for Challenging Callers
  • Dealing with Difficult Customers
  • Phone Tag and Getting the Call Back
  • This is My Mentor
  • Stress Busting
  • News from Within
  • Wrapping Up
  • Close with Vocals
  • A Personal Action Plan
  • Summary
  • Post-Course Assessment

This course will take approximately 3 months to complete

Target Audience

This course is suited for:

  • Call Centre Managers
  • Call Centre employees
  • Individuals who want to learn how to work in a Call Centre effectively

Register today

If you would like to sign up for this course, please contact us & we’ll send you your course pack!