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

  • Length: 1 day(s)

  • Price: 1 Person R 3,982.50 EX VAT 3 Person R 2,729.81 EX VAT 10 Person R 1,885.40 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.

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