Call Center Training

Overview

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center 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 course.

This course is provided by AION Academy, an e-Learning community offering online courses in Languages and Professional Development Skills. CTS College is a partner of AION Academy and has been granted exclusive distributorship of the AION Academy courses in Trinidad and Tobago.

Benefits

Upon completion of this programme, students would be able to understand:

• The nuances of body language and verbal skills
• Aspects of verbal communication such as tone, cadence and pitch
• Questioning and listening skills
• How to deliver bad news and say “no”
• Effective ways to negotiate
• The importance of creating and delivering meaningful messages
• Tools to facilitate their communication
• The value of personalising their interactions and developing relationships
• Vocal techniques that will enhance their speech and communication ability
• Personalised techniques for managing stress

Target Audience

This course is perfect for:

• Administrative employees
• Team leaders, supervisors and managers
• Business owners and executives
• Call center employees
• Customer service representatives

Entry Requirements

No prior experience or qualifications are required for enrolment in this course – all are welcome to join and learn.

Course Content

This course consists of the following 31 modules containing a variety of text, videos and quizzes:

• Course Overview
• What’s Missing in Telephone Communication?
• Verbal Communication Techniques
• Who are Your Customers?
• To Serve and Delight
• Did You Hear Me?
• Asking the Right Questions
• Saying No
• Sales by Phone
• Taking Messages
• Staying Out of Voice Mail Jail
• Closing Down the Voice
• Cold and Warm Calls
• Developing a Script
• Perfecting the Script
• Going Above and Beyond
• Handling Objections
• Closing the Sale
• Feelings
• Changes in the Customer
• Negotiation Techniques
• It’s More Than Just a Phase
• High Impact Moments
• Tips for Challenging Callers
• Dealing with Difficult Customers
• Phone Tag and Getting the Call Back
• This is My Mentor
• Stress Busting
• News from Within
• Wrapping Up
• Close with Vocals

Schedule

This course is a self-paced online training programme available 24/7, allowing students to learn at their own pace, anytime, anywhere and on any device. The estimated course duration is 48 hours.

Delivery Mode

Online Classes

This course will be delivered via online classes.

Additional Info

Certification

A certificate of participation will be issued by AION Academy.

Fees & Payment

Cost

TTD $490.00 (USD $70.00)

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Student Support

Please contact AION Academy for additional information or support related to this course.