Call and Contact Centre Training

Don’t think about pursuing contacts anymore, but pursuing people. People have hopes, fears and dreams and more to them than just telephone numbers and e-mail addresses. (@insideview)

This training will allow your call centre employees to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.

Who should attend?

  • Call Centre agents
  • Contact Centre agents
  • Team leaders

After completion of the course the delegates will be able to:

  • Understand the importance of dealing effectively with customers
  • Understand the customer’s real needs
  • Learn key service attitudes and behaviours
  • Learn professional telephone etiquette
  • Understand and overcome the communication barriers of the telephone
  • Understand the best ways to listen and to be heard
  • Learn how to deliver bad news
  • Learn how to overcome objections
  • Understand how to deal with difficult customers

Training Outline

The importance of customers to our business

  • Why is customer service important?
  • What do customers really need from us?
  • Top tips to enable you to delight your customer
  • Managing customer expectations
  • Key behaviours you can adopt to attract and retain customers
  • Ways You Can Use Service to Increase Sales and Lower Costs in Your Contact Centre
  • The Top 10 Errors that Lead to Repeat Calls

Mastering the Call

  • Sales at our fingertips
  • The communication barriers of the telephone
  • Opening and closing the call
  • Perfecting your script
  • Prepare your own script – Classroom Exercise
  • How to listen actively on the phone
  • How to be heard effectively
  • How to deliver bad news
  • Expressing empathy and understanding
  • List of Customer Service Empathy Words
  • How to say “no” without losing the customer
  • Let’s negotiate, how to overcome objections
  • How to deal with difficult customers


Additional Info

  • Course Duration:1 Day
  • Includes:
    Comprehensive manual
    Framed certificate of attendance
    Notepad & Pen
    Superior training venue with delicious lunch, teas and refreshments
  • In-house Training:
  • Public Courses:Book 4 or more delegates from the same company and receive 10% discount.

Why Prosam Training and Consulting?

We help the world’s leading companies drive predictable revenue and profitability growth by optimising organization employees skills performance.