Call Center Training Training

Having a call centre gives your customers access to your business, almost around the clock. The experience each customer has can make a huge difference to their engagement and your business’s bottom line.

This training helps call centre agents to make the most of their phone-based work. It shares the best ways to listen and be heard, and incorporates elements of sales and customer service in detail. Practical and energising, this three-day workshop is interactive, engaging and fun. We encourage participation to make the training dynamic and enjoyable for all attendees.

Learning outcomes

• The nuances of body language and verbal skills and how they apply in a call centre environment
• Aspects of verbal communication such as tone, cadence, and pitch which can guide the result of your call
• Questioning and listening skills which are missing in modern telephone communication
• How to deliver bad news and say “no” without losing a customer
• Effective ways to negotiate with customers over the phone
• The importance of creating and delivering meaningful messages over the phone and via voicemail
• The value of personalising interactions and developing relationships with customers
• Vocal techniques that will enhance speech and communication abilities
• Personalised techniques for managing the stress of working in a call centre