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 OutlineComponent 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 Duration1 day/s
Call Centre Training: Who should attendThis 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
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