Training Courses

The Call Centre Academy offers a wide variety of short training courses for all mediums within the call centre industry. All courses provided are highly participative, motivational and interactive utilising various exercises, self-analysis practical’s as well as video footage, to further bolster the learning process.

Listed below is the layout of the course offering. Each course differs slightly from client to client depending on each unique requirement and culture.

Course Content – Call Centre Agent Training

Module 1 – Introduction to Telesales- The Essentials

  • The Evolution Of The Call Centre Industry
  • Call Centre Concepts
  • Call Centre Components
  • People
  • Process
  • Customer Relationship Management
  • Call Centre Factors
  • The Culture of Call Centres
  • Developing & Maintaining Positive Call Centre Culture
  • The Benefits of Positive Call Centre Culture

Module 2 – Quality Customer Care Principles

  • Defining Quality and Quality Service
  • The Importance of Providing Quality Customer Service
  • Internal and External Customers
  • The Quality Service Connection
  • Quality Service Components
  • Customer Interaction – Moments of Truth

Module 3 – Debt Collection Training

  • Identifying the Customer needs and expectations
  • Empathising with the client
  • Assisting the client in reinstating payment commitments

Module 4 – Key Outbound Sales Training  

  • Identifying and Meeting Customer Needs and Expectations
  • Identifying financial standing
  • Needs based product explanation
  • Positive Attitude
  • The Seven Keys to Closing
  • Objection Handling Skills
  • Closing a call professionally

Module 5 - Communication Skills

  • Voice, Speech and Language
  • Be aware of your communication style and how it impacts on others
  • Understand the communication skills needed to be effective in a call centre
  • Effective Listening
  • How to become a better listener
  • Questioning Techniques
  • The Barriers to Effective Listening
  • Using your voice effectively
  • Using Language Professionally and Positively
  • Positive vs. Negative Language
  • Creating a positive image

Module 6 - 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 7 – Goal Setting and Motivation

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