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Call Center Training: Sales and Customer Service Training for Call Center Agents

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Course description+

The success of Call Centers depends on well-trained agents who understand the best ways to listen and be heard. Each customer interaction has elements of both sales and customer service skills, which trainers will explore in detail throughout this workshop.

This three-day training course will help you teach participants: the nuances of body language and verbal skills; aspects of verbal communication such as tone, cadence, and pitch; questioning and listening skills; how to deliver bad news and say ‘no’; effective ways to negotiate; the importance of creating and delivering meaningful messages; tools to facilitate their communication; the value of personalizing their interactions and developing relationships; vocal techniques that will enhance their speech and communication ability; and personalized techniques for managing stress.

Our training materials include everything a trainer needs to deliver an in-depth learning experience that Call Center Agents will remember. Your single courseware purchase includes unlimited print-on-demand training materials and customizable content to accommodate the needs of your participants.

Course outline+

How to Use This Guide

Session One: Course Overview

Session Two: What’s Missing in Telephone Communication?

It’s Not What You Say; It’s How You Say It

In the Absence of Body Language

Session Three: Verbal Communication Techniques

Being Yourself and Sounding Your Best

A Service Image

Session Four: Who are Your Customers?

Define the Customer and Client

About Relationships

Session Five: To Serve and Delight

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

Pen in Hand

Effective Messages

Session Eleven: Staying Out of Voice Mail Jail

Session Twelve: Closing Down the Voice

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 Yours

Using Cheat Sheets

Session Sixteen: Going Above and Beyond

Fifteen Techniques for CCA Success

Customize Your Service

Session Seventeen: Handling Objections

Session Eighteen: Closing the Sale

Session Nineteen: Feelings

Session Twenty: Changes in the Customer

The Changing Customer

What the Customer Wants

Session Twenty-One: Negotiation Techniques

Mastering Negotiation Skills

Practicing Negotiation

Session Twenty-Two: It’s More Than Just a Phase

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

Up the Mountain

Session Twenty-Five: Dealing with Difficult Customers

Dealing with Problems

Dealing with Vulgarity

Session Twenty-Six: Phone Tag and Getting the Call Back

Phone Tag

Following Up

Session Twenty-Seven: This is My Mentor

Session Twenty-Eight: Stress Busting

Session Twenty-Nine: News from Within

Management Reports

Pre-Assignment Review

CCA Reports

Session Thirty: Wrapping Up

It’s a Wrap – Just About!


Session Thirty-One: Close with Vocals

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

What you get+

Instructor Guide

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Student Manual

Each Instructor Guide - for each course - is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be teaching.

Powerpoint Deck

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Quick Reference Guide

Quick Reference Guides are a favorite tool for trainers to provide to their learners. Each Quick Reference Guide summarizes in two pages the most important elements in each courseware title.

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Train as many people at your location as you like - forever. There is no per-user pricing or limit on the number of people that can be trained.

No annual renewal fees

This course comes with a perpetual license which means once you purchase it you never have to pay anything ever again.



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