Trusted Training Partners
Home / Accredited / Accredited Unit Standards / Call Centre Training
Quick Look Course Summary:Call Centre Training
-
Next Public Course Date:
-
Length: 1 day(s)
-
Price (at your venue): 1 Person R 4,811 EX VAT 3 Person R 3,654 EX VAT 10 Person R 2,719 EX VAT
-
Certification Type: Non-Accredited
-
Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
Get Free & personalised
Training Advice
Call Centre Course = Speed, Product Knowledge, Empathy and Organizational Skills…
Yes, you need your call centre staff to be:
- Fast, Organised;
- Have product knowledge;
…To Win Business and keep customers happy!
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
Call Centre Training: Who should attend
This course is intended for those working in customer service.
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
Frequently Asked Questions
Is this course accredited?
Yes. This is one of BOTI's accredited offerings. BOTI is accredited with the Services SETA (accreditation number 12582) and is a QCTO Quality Partner. The qualification or unit standard, its SAQA ID, NQF level and credit value are shown on this page.
Can this course be delivered in-house at our premises?
Yes. Every BOTI course can be delivered on-site at your offices anywhere in South Africa, or at a scheduled public venue, and can be customised to your team and industry.
How do I book or get a quote?
Use the enquiry form on this page for a tailored quote, or call 011 882 8853 / email [email protected]. The course length and next public course date are shown in the Quick Look summary.
Can this training count towards our B-BBEE scorecard?
Yes. As accredited training it counts toward the skills development element of your B-BBEE scorecard, and it can support Workplace Skills Plan, Annual Training Report and SETA grant claims. Where a learnership applies you may also access the Section 12H tax allowance.
Do you tailor the training to our industry?
Yes. Our training is built around your business, using practical, real-world examples relevant to your team and sector.