Call Center Training and Coaching Workshops

In this workshop, you will learn to:

• Identify three key ideas behind a philosophy of "Sales through Service"

• Transition from a service call to a sales call

• Use questioning and active listening skills to determine the client's needs

• State the benefits of your product or service from the client’s perspective, using key phrases that increase a caller's likelihood of buying

• Handle objections and close the sale using a five step process

At the end of this training, your Agents will leave with the ability to spot sales opportunities. They will know how to upsell and rightsize callers on the most appropriate products and features to increase departmental revenue.

 

In this workshop, your Managers will learn how to:

• Implement the best practices used by high performing sales call centers

• Motivate their team through rewards and recognition

• Overcome an Agent's "sales reluctance"

• Observe and evaluate their Agent's sales skills

• Use "60-Second Coaching" techniques to boost their Agent's sales performance

By the end of this workshop, Managers will be equipped to coach their Agents to improved sales performance and morale.

 

This workshop covers:

• The five most common mistakes people make when dealing with a Call Centre audience (even one of these mistakes will cause Agents to lose interest)

• Five techniques for running a productive team huddle

• Ten questions to stimulate discussions at meetings and create Agent buy-in

• The five most common Call Centre audience objections and how to pre-empt them

• How to handle a "Question and Answer" session so your Agents feel motivated

By the end of this session, Managers will be able to organize and facilitate effective, interactive, motivational team meetings with their Agents.

 

In this workshop, your Agents and Managers will learn:

• The emotional states of the caller and the Agent during an irate call or escalation

• Three rapport-building techniques to calm irate callers

• Five questioning skills that will gather more information, so you can resolve the client's issue and soothe hurt feelings

• Active listening skills to make the client feel heard

• How to re-direct a call tactfully when an Agent or Manager is unable to assist them

At the end of the session, you will leave with an implementable action plan to handle challenging situations as a good role model. You will be able to improve your team's performance right away - with the next irate caller

 

In this workshop, you will learn:

• The three major "cultural" gaps between technically focused Help Desk members and end users

• The three greatest challenges to delivering computer advice by phone and how to overcome them

• The "ask, inform, confirm" model to politely and compassionately resolve a caller's issues

By the end of this workshop, your Help Desk team will be able to provide "people focused" service to their end users.

 

In this workshop, you team will learn:

• The best practices used by high performing customer service call centers

• How to “frame” the call to establish rapport and create a “Customer for Life” experience

• Questioning and listening skills to diagnose your client’s needs so they can quickly resolve their issue

• Key phrases to use to provide a great customer service experience

• Key phrases to avoid if they want to retain customers. (Do any of your team members use these phrases on their calls?)

 

These workshops can be booked as either a half-day or full-day training session.  The full-day session allows more time for participants to practice their new skills.

These workshops can be customized for your organization and held at your location. The suggested class size is 10-20 participants to allow maximum interaction.

We can also custom-design a workshop for new product launches, new hire training and call quality contact standards.

To Request More Information: Please fill in the contact form below. It will take no more than 2 minutes to fill in. This may seem like a lot of information but, providing it will save you time and help us suggest the best options to meet your needs. Your Name:* Your Title:* Organization:* Your Primary Email Address:* Telephone:* I'd like more information on the following training workshops (click all that apply): Sales Training for Call Center Agents Call Center Sales Coaching Effective Call Center Meetings How to Handle Irate Callers IT Help Desk Training Customer Service: The Moment of Truth Other training needs (please list  below): Approximate Number of Attendees: Cities Where Training Will Be Held: How Far Along  Are You In The Decision Making Process? Please List Your Top Three Decision Making Criteria: Target Date For Training To Start: Approximate Budget Range: Additional Comments: