Call Center Skills and Sales Package
Duration: 3 training days, 15 hours
Package Description
A professional training package designed to enhance the efficiency of call center employees by developing skills in telephone communication, customer service, and effective sales. The package focuses on building a positive customer experience, turning calls into real success opportunities, and enabling participants to utilize best global practices in call management, handling angry customers, and measuring and improving performance to achieve the organization's operational and sales goals.
Overall Objective of the Package
Participants will acquire the practical skills and knowledge necessary to build, operate, and manage effective call centers, enabling them to improve customer service quality, increase satisfaction rates, and achieve sales and operational performance goals efficiently.
Package Objectives
• Introduce participants to the role of call centers within the organization and their impact on customer satisfaction.
• Differentiate between types of call centers, various operational models, and evaluate the most suitable ones for practical cases.
• Understand the technical and operational structure of call centers and design an integrated practical operational model.
• Apply call etiquette and the golden call structure (7 stages) to improve interaction quality.
• Use active listening techniques and effectively deal with different customer personality patterns.
• Implement models for handling angry customers, resolving complaints, and restoring customer trust.
• Design compensation policies and level matrices to professionally address operational errors.
• Analyze and utilize key performance indicators to measure and improve call center performance.
• Prepare a practical operational plan to improve customer service and measure its impact over specific periods.
Target Audience
• Current employees in call centers (the call center staff).
• Telephone customer service representatives.
• Telephone sales representatives (Telesales / Inside Sales).
• Technical support representatives via phone.
• Supervisors and direct team leaders in call centers.
General Topics of the Package
• Concept of call centers and their strategic role.
• Types of call centers and operational models.
• Technical and operational structure of call centers.
• Telephone communication skills and building the customer experience.
• Managing difficult calls and angry customers.
• Performance indicators and measuring service quality.
• Performance improvement and continuous development planning.
Features of the Package
• Practical content based on real scenarios.
• Models and tools ready for immediate application.
• Comprehensive development of service and sales skills.
• Increasing customer satisfaction and improving business results.
Application Mechanisms
• In-person training
• Remote training
• Practical workshops
