Call Center Training

Phone skills are a highly valuable tool to have in your skill-set and Call Center Training will help provide those skills. This course will help you improve your phone skills, make you more confident, improve sales, and help gain new customers while retaining your current clientele. Participants will learn the skills to improve productivity and performance.

Class Outline

Workshop Objectives
Defining Coaching and Mentoring

Module One: Motivation Theories
Using Reinforcement Theory
Using Expectancy Theory
Personality’s Role in Motivation
A Personal Toolbox
Motivation on the Job
Addressing Specific Morale Issues

Module Two: Setting Goals
Introducing the G.R.O.W. Model
Setting SMART Goals
Goals and Motivation
Evaluating and Adapting

Module Three: Understanding the Realities
Getting a Picture of Where You Are
Identifying Obstacles
Exploring the Past

Module Four: Developing Options
Identifying Paths
Choosing Your Final Approach
Structuring a Plan

Module Five: Wrapping it All Up
Creating the Final Plan
Identifying the First Step
Getting Motivated

Module Six: The Importance of Trust
What is Trust?
Trust and Coaching
Building Trust

Module Seven: Providing Feedback
The Feedback Sandwich
Encouraging Growth and Development
360 Degree Feedback

Module Eight: Overcoming
Common Obstacles
Re-evaluating Goals
Focusing on Progress

Module Nine: Reaching the End
How to Know When You’ve Achieved Success
Transitioning the Coachee
Wrapping it All Up

Module Ten: How Mentoring Differs from Coaching
The Basic Differences
Blending the Two Models
Adapting the GROW Model for Mentoring
Focusing on the Relationship
Wrapping it Up

  • Item #: ABT0024

Call Center Training

Price: $649.00
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