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Certificate In Call Centre Training Online Course

Lift Your Confidence & Your Sales Numbers To New Heights


Lift Your Confidence & Your Sales Numbers To New Heights 

A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

By studying this course you will gain practical skills and confidence to lift your sales numbers or even improve the value of a sales team once you move into a management position, all of this contributing to the growth and success of your workplace. 

By the end of this course, you will be able to:

  • Define and understand call centre strategies
  • Identify different types of buying motivations
  • Creat SMART Goals
  • Familiarise yourself with strategies to sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks

Course Fast Facts:

  1. Easy to follow and understand
  2. Only 6 to 8 hours of study is required
  3. Unlimited, lifetime access to online course
  4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  5. You can study from home or at work, at your own pace, in your own time
  6. Certificate (IAOTS Accredited)

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

This course is internationally recognized and accredited by the International Association of Online Training Standards (IAOTS). The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Sales and Marketing Courses

You can never learn too much when working in sales and marketing, so if you’d like to hone your skills, browse through our range of sales and marketing soft skills courses!

Module One - Getting Started

Module Two - The Basics (Part 1)

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

Module Three - The Basics (Part 2)

  • Getting beyond the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting

Module Four - Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly - tone of voice
  • Effective listening

Module Five - Tools

  • Self - Assessments
  • Utilizing sales scripts
  • Making the script your own
  • The sales dashboard

Module Six - Speaking like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result

Module Seven - Types of Questions

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

Module Eight - Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits

Module Nine - Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • Motivation
  • Overcoming limitations

Module Ten - Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques

Module Eleven - Closing

  • Knowing when it's time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale

Module Twelve - Wrapping Up

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

Customer Reviews

5 star
61%
4 star
35%
3 star
4%
2 star
0%
1 star
0%
(49)
Average rating 4 out of 5 stars

6 February 2017 05:18:23 PM

interesting module

23 February 2016 09:26:47 PM

call center work requires multiskilling and committement to completing what the customer wants or expects.

1 June 2017 09:30:46 PM

Great online course.

17 January 2017 04:21:27 AM

Great subject to cover. Very informative

9 June 2016 03:03:44 PM

Informative and helpful, gained a better outlook on customers needs and how to address situations in difficult times.

9 January 2017 07:58:45 AM

Do the course!

23 February 2017 10:11:12 PM

in depth

7 February 2016 10:05:01 AM

This course really going to help me long way.

1 September 2017 10:16:46 PM

Good

5 August 2017 12:06:33 PM

Great

9 January 2017 12:31:41 PM

Great!

17 August 2017 08:28:05 AM

GReat and interesting course. Well laid out and lots of information.

16 May 2017 07:34:10 AM

Easy to learn

30 April 2017 11:31:35 PM

achieve with excellence

16 July 2017 06:06:51 AM

very good course

13 August 2017 11:16:55 PM

Excellent Understanding of the different areas covering customer service and hints and tips of how to be better and deliver more.

13 May 2016 12:48:51 AM

perfect material

5 February 2017 05:18:19 AM

Very Informative. Would recommend

28 June 2016 01:17:17 PM

I've been in the customer service industry for over a decade and this module definitely covers a ton of the ideology around excellent customer service. Highly recommend this module to anyone.

17 April 2017 12:24:23 PM

Many information

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Delivery Method Online

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The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
Benefits:
  • How to layout a Success Plan.
  • Get where you want to be in life.
  • How to unclutter your mind to succeed.
  • Achieve your dreams using your imagination.
  • How to have faith in yourself.
Features:
  • 12 month online access,  24/7 anywhere.
  • Complement your individual course purchase.
  • Internationally recognized by the IAOTS.
  • Thousands of positive reviews.
  • Limited Time Offer - Ends Soon.
 

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Course Summary

Course ID No.: 020CCT
Delivery Mode: Online
Course Access: Lifetime Course Access
Time required: Study at your own pace
Course Duration: 6-8 Hours
Qualification: Certificate (IAOTS Accredited)