Call Centre Training - Sales and Customer Service Training for Call Centre Agents: - e-Learning CPD Accredited

Description

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This content will help call centre 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 throughout this energising and practical content

LEARNING OUTCOMES

• CSR: Customer Service Representative
• CCA: Call Center Agent
• 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 personalising their interactions and developing relationships
• Vocal techniques that will enhance their speech and communication ability
• Personalised techniques for managing stress

Duration

• Depends on your ability and time.

Assessment

• Assessment online – multiple choice questions designed to test learners’ understanding of the course.

Accreditation

· The CPD Accreditation Group, an independent body operating across all market sectors and in support of all professional institutions, bodies and societies. Its certified CPD ‘quality mark’ is a recognised symbol of quality-assured training.

• The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines

Certificate

• Once you have successful completed the course you will receive digital copy of your certificate which you must print yourself.