Call Centre Agents

Taylor Mason Training

Course

Online

£ 949 VAT inc.

The best Customer Management courses

See all

See all

Description

  • Type

    Course

  • Level

    Intermediate

  • Methodology

    Online

  • Duration

    1 Day

  • Start date

    Different dates available

  • Online campus

    Yes

  • Delivery of study materials

    Yes

  • Support service

    Yes

  • Virtual classes

    Yes

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 course 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 three-day workshop.

Facilities

Location

Start date

Online

Start date

Different dates availableEnrolment now open

About this course

The nuances of body language and verbal skills.
Aspects of verbal communication such as tone, cadence, and pitch.
Questioning and listening skills.
Ways of delivering bad news and saying no.
Effective ways to negotiate.
The importance of creating and delivering meaningful messages.
Tools to facilitate communication.
The value of personalising interactions and developing relationships.
Vocal techniques that enhance speech and communication ability.
Techniques for managing stress.

Questions & Answers

Add your question

Our advisors and other users will be able to reply to you

Who would you like to address this question to?

Fill in your details to get a reply

We will only publish your name and question

Reviews

Subjects

  • Negotiation Skills
  • Influencing Skills
  • Call Centre
  • Customer Service Skills
  • Customer Care
  • Communication Training
  • Effective Communication
  • Improve Communication
  • Articulation
  • Call Handling

Teachers and trainers (1)

Taylor Mason

Taylor Mason

Very Experienced Trainers

All our trainers are experts in their field, most of which have worked for us for some time. From 1-1 coaching to complex change programmes we have the skills and experinece. We cover, Human Resouces, Communicaton Skills, Leadership and Supervision, Microsoft & IT, Sales & Marketing, Personal Development, Health & Safety, Project Management, PA & Office Skills,

Course programme

Course Outline During this interactive, linked and practical call centre agents training course, you will learn about:

  • Verbal communication techniques
  • Who are your customers?
  • Listening skills
  • Asking the right questions and saying no
  • Taking messages and using voice mail effectively
  • Vocal exercises
  • Cold and warm calls, including developing a script
  • Going above and beyond and high impact moments
  • Handling objections and closing the sale
  • Negotiation techniques
  • Tips for challenging callers
  • Phone tag and getting the call back
  • Stress busting
  • Call centre trends

See related categories

Call Centre Agents

£ 949 VAT inc.

The best Customer Management courses

See all

See all