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Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.

This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail during this energizing and practical three-day workshop.

How You Will Benefit

  • Develop an understanding of the nuances of body language and verbal skills.
  • Learn aspects of verbal communication such as tone, cadence, and pitch.
  • Demonstrate an understanding of questioning and listening skills.
  • Acquire comfort with delivering bad news and saying no.
  • Learn effective ways to negotiate.
  • Understand the importance of creating and delivering meaningful messages.
  • Use tools to facilitate communication.
  • Realize the value of personalizing interactions and developing relationships.
  • Practice vocal techniques that enhance speech and communication ability.
  • Personalize techniques for managing stress.

What You Will Cover

  • What’s missing in telephone communication?
  • Verbal communication
  • Who are your customers?
  • Questioning and listening skills
  • Asking the right questions
  • Vocal exercises
  • Sales by phone
  • Taking messages
  • Staying out of voice mail jail
  • A look back
  • Cold and warm calls
  • Developing and perfecting a script
  • Going above and beyond
  • Handling objections
  • High impact moments
  • Tips for chatty and difficult callers
  • Phone tag and getting the call back
  • Stress busting
  • News from within
  • Introduction and Course Overview
  • You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
  • What’s Missing in Telephone Communication?
  • To begin, participants will explore Alfred Mehrabian’s study on communication and how it affects telephone communication. Participants will also learn the role that body language plays in telephone communication.
  • Verbal Communication
  • This session will cover the four E’s of an effective telephone voice and how you can use them to promote a service image.
  • Who are Your Customers?
  • In this session, participants will learn about what a customer is, and they will identify some of their own customers.
  • To Serve and Delight
  • This session will give participants an opportunity to develop strong, helpful phrases for assisting customers.
  • Listening Skills
  • During this session, participants will learn techniques for active listening and staying focused.
  • Asking the Right Questions
  • In this session, participants will learn about open and closed questions and probes.
  • Saying No
  • Delivering bad news and saying “no” can be two of the most challenging aspects of a call center agent’s job. This session will give participants techniques and practice in these two key skill areas.
  • Sales by Phone
  • This session will discuss how to use information delivery and rapport building to help participants sell over the phone.
  • Taking Messages

Whether you need a one-day onsite training course, full-service consulting, or if you are not really sure which solution will work, we can help.
ITBCG is a leading and innovative learning provider with over twenty years’ experience of providing best in-class learning solutions. We work in partnership with our customers to deliver flexibility, value and service. We develop innovative programs to ensure that every aspect of the learning development, delivery and administration of courses work to our clients’ benefit.
We provide IT and business skills learning to both the private and public sector companies and organizations. Our core training is focused on Cisco, Microsoft, CompTIA Citrix, EC-Council, Oracle, and ISC2 and best practice. This includes ITIL® Service Management and ISO, and PMI which is tied into business process improvement, project management, and business analysis and leadership development.
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