Quick Look Course Summary:BOTi Essential Course – Call Centre Training
  • Next Public Course Date:

  • Length: 1 day(s)

  • Price: 1 Person R 3,982.50 EX VAT 3 Person R 2,509.17 EX VAT 10 Person R 1,795.98 EX VAT

  • Certification Type: Non-Accredited

  • Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.

Call Centre Training: The What

In this course we teach trainees to develop the already exceptional skills that they have working with people. This workshop will help participants define and understand call centre strategies, we will teach trainees to identify the different types of buying motivation and we will link this course back to our soft skills course by teaching the SMART method to create and attain goals. Effective communication and telephone etiquette are the cornerstones we will build upon.

BOTi's Program Outline


Component 1: Starting Out


Housekeeping matters and administration

The Parking Area


Activities to break the ice


Program Objectives


Component 2: The Basics (I)


Establishing a Call Strategy


Defining Buying Motives


Prospecting


Training Example


Assessment Queries


Qualifying


Component 3: The Basics (II)


Controlling the Call


Getting Beyond the Gate Keeper


Reporting


Challenging Customers


Assessment Queries


Training Example


Component 4: Phone Etiquette


Generating Rapport


Preparation


Effective Listening


Speaking Clearly - Tone of Voice


Training Example


Assessment Queries


Component 5: Tools


Utilizing Sales Scripts


Self Assessments


The Sales Dashboard


Making the Script Your Own


Assessment Queries


Training Example


Component 6: Speaking Like a Star


S = Scenario


T= Task


A= Action


R = Result


Training Example


Assessment Queries


Component 7: Kinds of Queries


Open Queries


Ignorant Redirection


Closed Question


Negative Redirection


Multiple Choice Redirections


Positive Redirection


Assessment Queries


Training Example


Component 8: Benchmarking


Performance Breakdown


Benchmark Metrics


Benefits


Training Example


Implementing Improvements


Assessment Queries


Component 9: Setting Objectives


SMART Objectives


Staying Committed


The Significance of Objectives


Overcoming Limitations


Motivation


Training Example


Assessment Queries


Component 10: Essential Steps


6 achievements Factors


The ability of Telephone Persuasion


Telephone Selling Techniques


Training Example


Assessment Queries


Staying Customer Focused


Component 11: Closing


Knowing When It Is Time to Close


After the Sale


Maintaining the Relationship


Training Example


Concluding


Closing Techniques


Assessment Queries


Component 12: Concluding

Wise Men's words


Assessment of Parking Area

Evaluations as well as Completion Of activity Plans

Call Centre Training: Course Duration

1 day/s

Call Centre Training: Who should attend

This course is intended for those working in customer service. **Quote does not include Any Exam Fees (if applicable) IMPORTANT ACTION: Do Not Wait To Improve Your Skills. Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal

Don’t delay. Skill up at BOTi Today.

BOTi – Get On Course

 

Get Free & personalised
Training Advice

Enjoy incredible savings the more delegates
you send. See for yourself...

BOTi COURSE COST CALCULATOR

Simply Select a date to see cost

Select Date *

Premises Provided by *

Laptop Provided by *

Region *

Administrative Courses

Human Resources Courses

Leadership & Management Courses

RPL & Learnerships Courses

Soft Skills Courses

Software & IT Courses

Specialist Courses

Top Rated