Courseware.co.uk

Call Center Training: Sales and Customer Service Training for Call Center Agents Training Materials

Fully Customizable

Call centers, whether we choose to embrace them or cannot stand being interrupted by their calls, are a business element that is here to stay. This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard. Each phone interaction also has elements of sales and customer service skills, which will be explored in detail throughout this energizing and practical three-day workshop.

This workshop will help you teach participants:
- 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 or 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
- Personalized techniques for managing stress

Learn more... Course Outline 

Target Audience

Our courseware is primarily purchased by five types of trainer; HR managers, corporate trainers, private training firms, educational institutions, or private consultants. The target audience varies on the instructor and the type of training required by a particular organization.

The students for this course are usually call center staff or managers involved in customer service training.

Prerequisites

No previous experience or training in customer service is required, though students should possess basic numeracy and literacy and ideally have a basic understanding of using computers and software applications, such as Microsoft Word.

What You Actually Receive

• Student Workbook Customizable. Can be opened in Word and you can make any change you like. 1
• Instructor Guide Customizable. Offers additional instructor information. 2
• Ice Breakers and Activities Customizable. Choose from a folder filled with with activities to use in the classroom. 3
• Pre-Assignment Customizable. Evaluate your participants prior to the training and gain valuable insight to their expectations,   needs and current understanding of the subject matter. 4
• Course Outline Customizable. Detailed course outlines help you stay on track. 5
• PowerPoint Slides Customizable. We’ve even done your presentation slides for you. 6
• Recommended Reading Lists Customizable. Provide you students with a summary of additional materials on the subject matter. 7
• Promotional Advertorial Customizable. Advertise your training internally or externally with these detailed sell sheets. 8

Courseware.co.uk is the only European organization authorized to sell Velsoft courseware. Velsoft Courseware offers training material as a customizable product and does so in a way that differentiates it in the workplace learning and performance market. Velsoft sells ‘courseware’. The term courseware has been around for years but, because of the Internet, courseware as a product has become a growing, preferred method of purchasing instructor-led training material. Courseware (short for course material in a software format) is considered software. In particular, it is software designed to eliminate prep time by providing proven, pre-written courses in an electronic format. The electronic aspect offers several key advantages such as instant access and customizable flexibility so the trainer can ‘localize’ the content.
 
As an instructor, you simply open this Call Center Training: Sales and Customer Service Training for Call Center Agents course material in Microsoft Word (or any word processing program). You have the rights (for your location) to edit the content to suite you or your students’ needs. Instantly you have your course… we have saved you hundreds of hours, thousands of dollars and given you the confidence to walk into the classroom. All you do is simply print-on-demand as many course workbooks as you need – when you need them.

You Also Receive

• Customizable Rights are given on a per site location to edit the content to suit the training needs or corporate environment. 1
• Instantly Available Courses are instantly available as a download or can be shipped on CD. 2
• Proven Velsoft courses are used every day by thousands of trainers in countries all over the world.
  
  Before release, each Velsoft course is tested in the classroom and sent to beta testers. Some courses are also tested at St. Mary’s University via Kay Parker (for more detail see the last step in section titled How Courseware is Created). 3
• Easy to use All courses and materials are easily opened in Microsoft Word or any word processing program. 4
• Print-on-demand Instructors only print what they need, when they need it. 5
• Flexible Instructors can easily remove sections, combine courses, ‘localize’ examples, add new content, etc. 6
• Unlimited number of users Rights are sold on a per location basis. Each location is permitted to use the material with as many staff at the location as they like (including future training). 7
• No annual renewal fees Organizations are not required to pay renewal fees. 8
• Unlimited re-printing rights Ongoing use means organizations are not limited to the number of times they can reprint the course material. 9

Download a sample courseware title for FREE

Includes Instructor Guide, Student Workbook, PowerPoint Slides, Course Timings, Review Questions, plus more...

Soft Skills, Business Skills and Computer Training Courseware by The Couseware Company

The UK’s Number One choice for customizable Soft Skills, Business Skills and Computer Training courseware

Want to deliver the best Business Skills or Computer Training courses to your students? The Courseware Company is the UK’s leading supplier of fully customizable business skills courseware licences.

Content is available for many business disciplines as well as Microsoft Office, Adobe and many other training products. Essentially, we’ve packaged the classroom   prep time into an affordable, effective product.

Bundle and Save

This course can be purchased individually or as part of the Sales and Marketing Bundle. Also included in this bundle are: