Certified Call Centre Manager (CCCM)

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 clientele. A more confident employee is also one who 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.

• Learn how to win over customers in the first 30 seconds on the phone
• Identify how to manage your own state and reflect your positive state on customers
• Master questioning and listening skills to make clients feel safe and ensure satisfaction
• Obtain linguistic tools and vocal techniques to build common ground and rapport
• Explore ways to tap the motives and hidden psychological needs of customers
• Identify ways to negotiate effectively for win-win outcomes
• Master objection handling and deal skilfully with difficult or challenging customers.