Call Centre Telesales and Outbound Skills Training

Group Structure

This highly practical programme is facilitated to groups of not greater than twelve (12) people. This allows each delegate the opportunity to practically implement what is covered in the training programme and develop processes, tools and templates that can be used on an ongoing basis customised to specific needs.

Programme Purpose

Each of the thirteen primary modules making up the 2 part World Class for Outbound Sales Call Centre Agent Training suite has been designed specifically to teach trainees the essential skills necessary to excel as an individual performer yet to play his or her role as a key member of an integrated team.

The training programme targets key outbound disciplines such assertiveness, proactivity, communication and persuasiveness. Learners are equipped with the skills and knowledge to effectively overcome objections and irate, difficult clients.
A further objective of the training is to drive customer satisfaction by addressing their specific needs and service expectations, demonstrating the organisations proactivity through well constructed and appropriate calls, giving the customer quick & easy access to new products and services and lastly by reaching people who historically had limited or no access to certain products or services

On completion of the 3 day training programme and the assignments that will be set after each module, delegates will have the knowledge, the skills and the abilities that will qualify them as ‘World Class’ Outbound Call Centre Agents.

Course Title: Outbound Sales Skills

The 3 day training programme is targeted at:

• New recruits
• Agents with less than six months operational experience
• Coaches and Trainers
• Supervisors and Team Leaders
• Quality Assurors
• Tenured inbound agents with no prior outbound experience

Course Content

Module 1 - The Principles of Successful Selling

• Identify Client Types and Needs
• Recognising Customer Triggers
• How Customers Buy
• Six Steps to Selling

Module 2 - Closing Sales

• Offering Features, Advantages and Benefits
• Opening a Sale Successfully
• Applying Closing Techniques to Sell Products or Services

Module 3 - Handling Objections

• The Eight Main Reasons Customers Raise Objections
• The Seven Best Ways to Deal Effectively with Customers Objections

Module 4 - Communication Skills

• The Consequences of Poor Communication
• Effective Persuasive Communication
• Tact and Courtesy
• Quality vs. Quantity in Communication
• Culture in Communication

Module 5 - Creating a Service Quality Culture

• Effective Listening
• How to Become a Better Listener
• Questioning Techniques
• Acknowledging
• The Barriers to Effective Listening

Module 6 - Communication Skills in Providing Quality Service

• Voice, Speech and Language
• Using your voice effectively
• Using Language Professionally and Positively
• Positive vs. Negative Language
• Creating and positive image

Module 7 - Meeting Performance Standards

• Who Sets the Standards and Measures
• Who Owns the Standards and Measures
• Using Statistical Performance Indicators to Measure Performance and Service
• The Purpose of KPI’s
• Qualitative vs. Quantitative Measures

Module 8 – Performance Management

• Identifying areas for development
• Appling skills and knowledge gained to improve performance
• Setting goals and objectives
• Assigning time frames for completion

Module 9 - Telephone Skills

• Preparing for an Outbound Call
• Making and Opening an Outbound Call Professionally
• Transferring a Call
• Placing a Caller on Hold
• Closing a Call Professionally

Module 10 - Dealing With Irate Customers

• Understanding Why Customers Get Upset
• Being Aware of Your Own Emotions (Emotional Intelligence)
• Dealing with Irate Customers—The Procedure
• The Importance of Service Recovery and Customer Retention

Module 11 - Dealing With Stress

• Sources of Stress within the Customer Service Environment
• Identifying Personal Sources of Stress
• Stress Management Techniques
• Anti-Stress Methods

Module 12 - Telemarketing

• Industry Overview
• Reasons for Outbound Telemarketing
• Organisational Benefits of Having an Effective Outbound Team
• Benefits that Outbound Telemarketing Provide to Clients and Customers
• Career Pathing and Opportunities for Outbound Agents

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