by Stone River eLearning | Publisher: Stone River eLearning | Release Date: March 2019 | ISBN: 1000000ESS0112

Phone skills are a highly valuable tool to have in an employee"s skill-set, and Call Center Training will help provide those skills. This course will help your participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers. Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

1. Call Center Training 00:00:36
2. Getting Started 00:01:12
3. The Basics (I) 00:04:30
4. The Basics (I) Case Study 00:00:38
5. The Basics (II) 00:03:59
6. The Basics (II) Case Study 00:00:36
7. Phone Etiquette 00:04:09
8. Phone Etiquette Case Study 00:00:39
9. Tools 00:02:42
10. Tools Case Study 00:00:35
11. Speaking Like a Star 00:02:56
12. Speaking Like a Star Case Study 00:00:40
13. Types of Questions 00:04:32
14. Types of Questions Case Study 00:00:40
15. Benchmarking 00:03:36
16. Benchmarking Case Study 00:00:49
17. Goal Setting 00:05:14
18. Goal Setting Case Study 00:00:47
19. Key Steps 00:04:53
20. Key Steps Case Study 00:00:43
21. Closing 00:04:12
22. Closing Case Study 00:00:43
23. Conclusion 00:00:21