Call Center Training

  • $499.00
    Unit price per 


Call Center Training

Phone skills are a highly valuable tool to have in an employee"s skill-set, and Call Center Training will help provide those skills. This course will help your participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.


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Everything you need to teach a one-day workshop for Call Center Training:

  • Training Manuals
  • PowerPoint Slides
  • Instructor's Guide
  • Quick Reference Job Aids
  • Icebreakers, Activities,
     & Exercise Files
  • Pre-Assignments,
    Pre-/Post-Assessments
  • Promotional Advertorials
  • Lesson Plans with Flip Chart Notes


Also available: training video clips, editable books, audiobook workshops, e-learning, and cloud-based LMS.

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Free Sample

Call Center Training Course Outline:

Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Module Two: The Basics (I)
  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
  • Review Questions
Module Three: The Basics (II)
  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Review Questions
Module Four: Phone Etiquette
  • Preparation
  • Building Rapport
  • Speaking Clearly - Tone of Voice
  • Effective Listening
  • Case Study
  • Review Questions
Module Five: Tools
  • Self Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
  • Review Questions
Module Six: Speaking Like a Star
  • S = Situation
  • T= Task
  • A= Action
  • R = Result
  • Case Study
  • Review Questions
                                Module Seven: Types of Questions
                                • Open Questions
                                • Closed Question
                                • Ignorant Redirection
                                • Positive Redirection
                                • Negative Redirection
                                • Multiple Choice Redirection
                                • Case Study
                                • Review Questions
                                Module Eight: Benchmarking
                                • Benchmark Metrics
                                • Performance Breakdown
                                • Implementing Improvements
                                • Benefits
                                • Case Study
                                • Review Questions
                                Module Nine: Goal Setting
                                • The Importance of Goals
                                • SMART Goals
                                • Staying Committed
                                • Motivation
                                • Overcoming Limitations
                                • Case Study
                                • Review Questions
                                Module Ten: Key Steps
                                • Six Success Factors
                                • Staying Customer Focused
                                • The Art of Telephone Persuasion
                                • Telephone Selling Techniques
                                • Case Study
                                • Review Questions
                                Module Eleven: Closing
                                • Knowing When it"s Time to Close
                                • Closing Techniques
                                • Maintaining the Relationship
                                • After the Sale
                                • Case Study
                                • Review Questions
                                Module Twelve: Wrapping Up
                                • Words from the Wise
                                • Review of Parking Lot
                                • Lessons Learned
                                • Completion of Action Plans and Evaluations

                                                            Administrative Skills

                                                            1. Administrative Office Procedures
                                                            2. Administrative Support
                                                            3. Archiving and Records Management
                                                            4. Basic Bookkeeping
                                                            5. Business Writing
                                                            6. Collaborative Business Writing
                                                            7. Executive and Personal Assistants
                                                            8. Meeting Management
                                                            9. Organizational Skills
                                                            10. Social Media In The Workplace
                                                            11. Supply Chain Management

                                                            Career Development

                                                            1. Assertiveness And Self-Confidence
                                                            2. Communication Strategies
                                                            3. Creative Problem Solving
                                                            4. Developing Creativity
                                                            5. Digital Citizenship
                                                            6. Entrepreneurship
                                                            7. Interpersonal Skills
                                                            8. mLearning Essentials
                                                            9. Negotiation Skills
                                                            10. Personal Branding
                                                            11. Project Management
                                                            12. Telework And Telecommuting
                                                            13. Ten Soft Skills You Need
                                                            14. The Cloud and Business
                                                            15. Time Management
                                                            16. Women in Leadership

                                                            Human Resources

                                                            1. Business Succession Planning
                                                            2. Contract Management
                                                            3. Crisis Management
                                                            4. Developing a Lunch and Learn
                                                            5. Diversity and Inclusion
                                                            6. Employee Onboarding
                                                            7. Employee Recruitment
                                                            8. Employee Termination Processes
                                                            9. Generation Gaps
                                                            10. Health and Wellness at Work
                                                            11. Hiring Strategies
                                                            12. Human Resource Management
                                                            13. Managing Workplace Harassment
                                                            14. Measuring Results From Training
                                                            15. Millennial Onboarding
                                                            16. Office Health And Safety
                                                            17. Talent Management
                                                            18. Train-The-Trainer
                                                            19. Universal Safety Practices
                                                            20. Workplace Diversity
                                                            21. Workplace Harassment
                                                            22. Workplace Violence

                                                            Personal Development

                                                            1. Adult Learning - Mental Skills
                                                            2. Adult Learning - Physical Skills
                                                            3. Anger Management
                                                            4. Attention Management
                                                            5. Being A Likeable Boss
                                                            6. Critical Thinking
                                                            7. Emotional Intelligence
                                                            8. Goal Setting and Getting Things Done
                                                            9. Improving Mindfulness
                                                            10. Improving Self-Awareness
                                                            11. Increasing Your Happiness
                                                            12. Job Search Skills
                                                            13. Life Coaching Essentials
                                                            14. Managing Personal Finances
                                                            15. Managing Workplace Anxiety
                                                            16. Personal Productivity
                                                            17. Public Speaking
                                                            18. Social Intelligence
                                                            19. Social Learning
                                                            20. Stress Management
                                                            21. Taking Initiative
                                                            22. Work-Life Balance

                                                            Sales And Marketing

                                                            1. Body Language Basics
                                                            2. Call Center Training
                                                            3. Coaching Salespeople
                                                            4. Contact Center Training
                                                            5. Creating a Great Webinar
                                                            6. Employee Recognition
                                                            7. Event Planning
                                                            8. High Performance Teams Inside the Company
                                                            9. High Performance Teams Remote Workforce
                                                            10. In Person Sales
                                                            11. Internet Marketing Fundamentals
                                                            12. Marketing Basics
                                                            13. Media And Public Relations
                                                            14. Motivating Your Sales Team
                                                            15. Multi-Level Marketing
                                                            16. Overcoming Sales Objections
                                                            17. Presentation Skills
                                                            18. Proposal Writing
                                                            19. Prospecting and Lead Generation
                                                            20. Sales Fundamentals
                                                            21. Servant Leadership
                                                            22. Social Media Marketing
                                                            23. Telephone Etiquette
                                                            24. Top 10 Sales Secrets
                                                            25. Trade Show Staff Training

                                                            Supervisors And Managers

                                                            1. Budgets And Financial Reports
                                                            2. Coaching And Mentoring
                                                            3. Conducting Annual Employee Reviews
                                                            4. Developing New Managers
                                                            5. Employee Motivation
                                                            6. Facilitation Skills
                                                            7. Knowledge Management
                                                            8. Leadership And Influence
                                                            9. Lean Process And Six Sigma
                                                            10. Manager Management
                                                            11. Middle Manager
                                                            12. Office Politics For Managers
                                                            13. Performance Management
                                                            14. Self-Leadership
                                                            15. Supervising Others
                                                            16. Team Building Through Chemistry
                                                            17. Virtual Team Building And Management

                                                            Workplace Essentials

                                                            1. Appreciative Inquiry
                                                            2. Business Acumen
                                                            3. Business Ethics
                                                            4. Business Etiquette
                                                            5. Change Management
                                                            6. Civility In The Workplace
                                                            7. Conflict Resolution
                                                            8. Customer Service
                                                            9. Customer Support
                                                            10. Cyber Security
                                                            11. Delivering Constructive Criticism
                                                            12. Developing Corporate Behavior
                                                            13. Handling a Difficult Customer
                                                            14. Networking Outside the Company
                                                            15. Networking Within the Company
                                                            16. Respect in the Workplace
                                                            17. Risk Assessment and Management
                                                            18. Safety In The Workplace
                                                            19. Team Building For Managers
                                                            20. Teamwork And Team Building

                                                            Microsoft Office Specialist (MOS)

                                                            1. Access 2016 Essentials
                                                            2. Excel 2016 Essentials
                                                            3. Outlook 2016 Essentials
                                                            4. PowerPoint 2016 Essentials
                                                            5. Word 2016 Essentials
                                                            6. Excel 2016 Expert
                                                            7. Word 2016 Expert