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Call Centre Training eLearning Course

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VAT included

Welcome to the Call Center Training eLearning Course. A well-trained Call Centre is the heart of any operation.  Call centre employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal. 

This eLearning Course has 12 Modules with reviews. Each Module should take at least 30 to 60 minutes for maximum benefit and all reviews and questions should be worked through.

This Course includes a Certificate.

Use your Talent to greatly improve your skills by embarking on our excellent eLearning Courses.

Module One: Getting Started
Workshop Objectives
Pre-Assignment Review
Module Two: The Basics (I)
Defining Buying Motives
Establishing a Call Strategy
Case Study
Module Two: Review Questions
Module Three: The Basics (II)
Getting Beyond the Gate Keeper
Controlling the Call
Difficult Customers
Case Study
Module Three: Review Questions
Module Four: Phone Etiquette
Building Rapport
Speaking Clearly- Tone of Voice
Effective Listening
Case Study
Module Four: Review Questions
Module Five:  Tools
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard
Case Study
Module Five: Review Questions
Module Six: Speaking Like a Star
S= Situation
T= Task
A= Action
Case Study
Module Six: Review Questions
Module Seven: Types of Questions
Open Questions
Closed Questions
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Case Study
Module Seven: Review Questions
Module Eight:  Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Case Study
Module Eight: Review Questions
Module Nine:  Goal Setting
The Importance of Goals
Staying Committed
Overcoming Limitations
Case Study
Module Nine: Review Questions
Module Ten:  Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Case Study
Module Ten: Review Questions
Module Eleven: Closing
Knowing when it's Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise

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Customer Reviews

Based on 2 reviews
Denise Swart
Would recommend the course!

I've been working in a call centre for some time now and I decided to purchase this course which I am glad I did. Would recommend.

Erin Maxwell
Thank you Voice Clinic

I really think this course is going to benefit me, thank you Voice Clinic!