ELEV-MW 003: Call Center Training

ELEV-MW 003: Call Center Training

Course Number: ELEV-MW 003

Duration: One day

Price: $499.00

Course Description:

Strong phone skills are a critical asset in any call center environment. Effective communication over the phone builds confidence, strengthens customer relationships, improves sales outcomes, and supports customer retention. When learners understand how to manage calls professionally and confidently, they contribute to a more positive customer experience and a stronger organizational culture. Well-trained call center staff are also more engaged, which helps reduce turnover and improve overall performance.

The Call Center Training course focuses on developing essential communication, etiquette, and performance skills required for success in a call center setting. Learners will explore buying motivations, call strategies, questioning techniques, benchmarking, and goal setting. The course also emphasizes evaluating performance metrics and using coaching strategies to sustain high levels of productivity and professionalism.

By the end of this course, learners should be able to:

• Define and understand call center operations
• Identify different types of buying motivations
• Create and apply SMART goals
• Use strategies that strengthen effective communication
• Demonstrate proper phone etiquette
• Establish and measure performance benchmarks

Course Modules:

Module One: The Basics (I)

• Defining buying motives
• Establishing a call strategy
• Prospecting
• Qualifying

Module Two: The Basics (II)

• Getting beyond the gatekeeper
• Controlling the call
• Managing difficult customers
• Reporting

Module Three: Phone Etiquette

• Preparation
• Building rapport
• Speaking clearly and managing tone of voice
• Effective listening

Module Four: Tools

• Self-assessments
• Utilizing sales scripts
• Personalizing scripts
• The sales dashboard

Module Five: Speaking Like a Star

• Situation
• Task
• Action
• Result

Module Six: Types of Questions

• Open questions
• Closed questions
• Ignorant redirection
• Positive redirection
• Negative redirection
• Multiple-choice redirection

Module Seven: Benchmarking

• Benchmark metrics
• Performance breakdown
• Implementing improvements
• Benefits of benchmarking

Module Eight: Goal Setting

• Importance of goals
• SMART goals
• Staying committed
• Motivation
• Overcoming limitations

Module Nine: Key Steps

• Six success factors
• Staying customer-focused
• Telephone persuasion
• Telephone selling techniques

Module Ten: Closing

• Knowing when to close
• Closing techniques
• Maintaining relationships
• After-the-sale practices

The Call Center Training course helps organizations improve customer interactions, strengthen staff confidence, and increase performance through practical, skill-focused learning. Strengthen communication, reduce turnover, and improve results by enrolling your team today and join now.