Your Call Centre/Customer Experience Implementation Partner

INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers


Outbound

The outbound skills course is essential for outbound agents but inbound agents also benefit from the advanced techniques in call control and contact management. The course is comprised of 6 modules

C-1 Telemarketing and Telesales
  • Inbound and outbound
  • Sales and marketing
  • Outbound models
C-2 Basic Outbound
  • Essential precall planning
  • Maintaining corporate identity
  • Calling schedules
C-3 Handling the Guard Dog
  • 4 Basic rules for getting through the security wall to speak to the person you need.
C-4 Wording & Call Structure
  • Psychographic words
  • Building a script
  • The essential steps
  • The pitfalls
  • Initial negative responses
C-5 Handling Objections
  • Objections - why and what
  • Types of objection
  • Preparing for objections
  • Using objections constructively
C-6 Closing the Sale
  • When and how to close
  • Different types of closes
  • Exiting the call


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