Call Center Training

The success of Call Centers depends on well-trained agents who understand the best ways to listen and be heard. Each customer interaction has elements of both sales and customer service skills, which trainers will explore in detail throughout this workshop.

This course will help participants 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 personalizing their interactions and developing relationships; vocal techniques that will enhance their speech and communication ability; and personalized techniques for managing stress.