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Call Center Training: Sales and Customer Service Training for Call Center Agents

$405.00 $297.00

Course Length:  9 Weeks

Course Hours: 24

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Course Overview

In this course, you will learn how to present yourself appropriately on the telephone. You will also learn tips for saying “no,” giving bad news, selling on the phone, overcoming objections, dealing with difficult customers, taking messages, and managing voice mail. We will also share a basic telephone script that you can customize.

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. With the right training, call center agents can be an excellent asset in your organization’s sales process.

Learning Objectives

After you complete this course, you will be able to:

Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.

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.

Learning Outline

How to Use This Guide

Session One: Course Overview

Session Two: What’s Missing in Telephone Communication?

It’s Not What You Say; It’s How You Say It
In the Absence of Body Language

Session Three: Verbal Communication Techniques
Being Yourself and Sounding Your Best
A Service Image

Session Four: Who are Your Customers?
Define the Customer and Client
About Relationships

Session Five: To Serve and Delight

Session Six: Did You Hear Me?
Listening Skills
The Mission: To Listen

Session Seven: Asking the Right Questions
Open Questions vs. Closed Questions
Probing Techniques

Session Eight: Saying No
When We Say “No”
Delivering Bad News

Session Nine: Sales by Phone
Benefits of Telemarketing
Rapport Building

Session Ten: Taking Messages
Pen in Hand
Effective Messages

Session Eleven: Staying Out of Voice Mail Jail

Session Twelve: Closing Down the Voice

Session Thirteen: Cold and Warm Calls
The Cold Call
The Warm Call

Session Fourteen: Developing a Script
Scripting Techniques
Sample Script

Session Fifteen: Perfecting the Script
Making the Script Yours
Using Cheat Sheets

Session Sixteen: Going Above and Beyond
Fifteen Techniques for CCA Success
Customize Your Service

Session Seventeen: Handling Objections

Session Eighteen: Closing the Sale

Session Nineteen: Feelings

Session Twenty: Changes in the Customer
The Changing Customer
What the Customer Wants

Session Twenty-One: Negotiation Techniques
Mastering Negotiation Skills
Practicing Negotiation

Session Twenty-Two: It’s More Than Just a Phase
Phases of Negotiation
Negotiation Made Easier

Session Twenty-Three: High Impact Moments
Make It Count
Creating Case Studies

Session Twenty-Four: Tips for Challenging Callers
Tips and Tricks
Caller Behaviors
Up the Mountain

Session Twenty-Five: Dealing with Difficult Customers
Dealing with Problems
Dealing with Vulgarity

Session Twenty-Six: Phone Tag and Getting the Call Back
Phone Tag
Following Up

Session Twenty-Seven: This is My Mentor

Session Twenty-Eight: Stress Busting

Session Twenty-Nine: News from Within
Management Reports
Pre-Assignment Review
CCA Reports

Session Thirty: Wrapping Up
It’s a Wrap – Just About!
Debrief

Session Thirty-One: Close with Vocals

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

Course Length

9 Weeks

Course Effort

4-5 Hours per Week

Total Course Hours

24

Languages

English, Spanish

Video Transcripts

Yes

Internet Connection

  • Broadband or High-Speed – DSL, Cable, and Wireless Connections

*Dial-Up internet connections will result in a diminished online experience. Classroom pages may load slowly and viewing large audio and video files may not be possible.

 

Hardware Requirements

  • Processor – 2GHz Processor or Higher
  • Memory – 1 GB RAM Minimum Recommended

While our courses are accessible through multiple mobile learning platforms, some courses may include a CD or DVD with the Textbook, so you may need access to a computer with CD-ROM or DVD Drive.

 

PC Software Requirements

  • Operating Systems – Windows 7 or higher
  • Microsoft Office 2007 or higher. Also, you could use a general Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
  • Internet Browsers – Google Chrome is highly recommended
    • Cookies MUST be enabled
    • Pop-ups MUST be allowed (Pop-up Blocker disabled)
  • Kindle Reader App is needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
  • PowerPoint Viewer (if you do not have PowerPoint)
  • Adobe PDF Reader
  • QuickTime, Windows Media Player &/or Real Player

 

MAC Software Requirements

  • Operating Systems – Mac OS x 10 or higher with Windows
  • Mac office programs or a Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
  • Internet Browsers- Google Chrome is highly recommended
    • Cookies MUST be enabled
    • Pop-ups MUST be allowed (Pop-up Blocker disabled)
  • Kindle Reader App is needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
  • PowerPoint Viewer (if you do not have PowerPoint)
  • Adobe PDF Reader
  • Apple QuickTime Media Player
  • Courses that include a CD-ROM or DVD may require an external drive and Parallels software to view.

How long does it take to complete a course?

When you register for a course(s), you will receive a start date and the time frame it takes to complete the program.  Once the course begins, each course is self-paced, so you can start and stop each learning module at your own pace. However, you must complete the course within the time frame to receive a certification.

What happens if I do not have enough time to complete the course within the time frame provided?

If you don’t finish the course in the time frame, you will not receive a certification. The time frame allotted to complete each course has been based on each learner giving a concerted effort to complete the course, plus the number of hours it takes to learn the information and obtain the certification.  Therefore, the time frame for each course has been calculated to ensure successful completion of the course. However, if for some reason a learner is unable to complete the course, you will have to re-enroll in the course and you will be required to pay the course price in effect at the time of re-enrollment.

Once enrolled in the course, and I realize that I can’t complete the course can I get a refund?

There are NO REFUNDS once you enroll in a course. However, if you are suddenly deployed while pursuing a certification course, we will work with you to ensure you complete your studies.  Learners who need to delay their course for medical reasons, may be eligible to transfer their course(s) to a future term.  A medical withdrawal will be considered only if accompanied by:

A written verification and phone verification from a medical doctor stating the student cannot complete the course due to illness or disability.  Please not the doctor’s note must be in English to be considered.

You can contact our office at: info@aperionglobalinstitute.com

Are there any additional materials and/or books I am required to buy for a course?

No, everything you need is included in the course.  Some courses will suggest additional materials/books that can help you grasp the information better, or expand your knowledge about a topic. However, you are not required to purchase the additional information.

 Are there exams I will have to take in a course?

Yes, there are exams in each course to access your knowledge of the material. You will be required to pass those exams to successful complete the course. The type of exams you will take vary. They can range from multiple choice questions, essays, short answers, and/or video/audio submissions. If you diligently study and complete the assignments for each course, you will be prepared to pass the exams in the course(s).

Can I get financial assistance?

Aperion Global Institute (AGI) courses are non-credit courses, so they do not qualify for federal assistance in the United States, and AGI does not provide financial assistance.  In some states, a vocational program, military program, or workforce development program will pay for qualified learners to take courses. You will be responsible for qualifying for financial assistance through those agencies and/or programs.  For international students, you will also have to follow the guidelines and requirements regarding financial assistance at your institution or program.

What happens when I complete a course?

Upon successful completion of a course, within three (3) days you will receive a certification by email. You are free to save and print the certification for your educational and career needs. If for some reason you do not receive the certification, or can’t save or print the certification please contact our office at:  info@aperionglobalinstitute.com

Once I provide an employer with the certification, am I guaranteed a job?

AGI does not provide direct job placement services after successfully completing a course. However, the certification you receive informs a potential employer that you have acquired the skills and knowledge to obtain employment, in most cases.  We recommend that learners conduct research on the job market to make sure you have the required job skills and expertise.

What software or hardware do I need, and what are the system requirements to take courses?

To take our courses, you must have access to a computer and the internet.  You can use a Mac and/or PC., tablet, phone.  You don’t have to use the same device to log-in for the course(s).  We recommend that you have a word-processing program (Microsoft Word is the best), Abode Player, and the latest version of a free web browser such as Chrome, Firefox, Internet Explorer, Microsoft Edge, etc.

When can I start the courses?

You can start the courses on the start date only. Once the course starts, you are free to access the course anytime, anywhere, and as many times as you want with an internet connection. Please note: There are no refunds once you enroll in a course(s).

Can I receive CEU credit for courses that I successfully complete?

Please do not assume that all courses that you take and successfully complete are eligible for CEU certification. If you are seeking CEU certification for a course, we strongly recommend that you contact your institution and establish eligibility for the courses you plan to take BEFORE you enroll in a course.  Although we provide you with a certificate for successfully completing a course, it is solely your responsibility to ensure that the course you enroll in and the certificate meets CEU requirements for your profession.