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


Title: Online Course

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Call Centers are here to stay, although their livelihood depends on sophisticated operations and well trained agents who can get through to people. This three day, comprehensive sales training 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 trainers will present explore in detail throughout this energizing and practical workshop.

This online course will help you teach participants:

  • The nuances of body language and verbal skills
  • Aspects of verbal communication such as tone, cadence, and pitch
  • Questioning and listening skills
  • How to deliver bad news and say “no”
  • Effective ways to negotiate
  • The importance of creating and delivering meaningful messages
  • Tools to facilitate their communication
  • The value of personalizing their interactions and developing relationships
  • Vocal techniques that will enhance their speech and communication ability
  • Personalized techniques for managing stress
Just $50 for instant access to your course
  • Enrol now and start today!
  • Easy to follow, interactive learning
  • 365 days access to your course
  • Printable certificate of completion to hang on your wall and take to your next job interview
  • Learn on your PC, Smart Phone, Tablet and iPad

Course Outline

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

Learning online

This course is 100% online. Once enrolling you will receive INSTANT online access to the learning materials, activities and quizz's.

Entry requirements

No prior knowledge is needed to complete this course, however basic computing skills is recommended. You will need access to the Internet. Our courses are compatible with most modern browsers.

Frequently Asked Questions

Q. Do I get a certificate for completing the course? A. You will receive a certificate of completion that you can download instantly once you have successfully complete the course..
Q. Can I do the course on my smart phone or tablet? A. The learning material can be accessed from your smart phone or tablet or a PC.
Q. What happens after I click enrol? A. After clicking the enrol button at the top of this page, you will set up your account and password and then you can pay for the course through our secure checkout system or through PayPal. You can then log in and have INSTANT access to the course.
Q. What if I need help while doing the course online? A. Our courses are self paced, user driven courses and are easy to follow and understand. Our support team will be available to assist you should you have trouble accessing your course but are not trained experts on the content of the course and can only provide limited support in course content.
Q. How long do I have to complete the course? A. Each LearnMe online course is available for 365 days from the time of enrolment. Even after you have completed the course you can still go back review the the course as many times as you like within your access period.
Q. What if I have other questions? A. Contact our Support Team.