Call Center Training: Sales and Customer
Service Training for Call Center Agents
Agenda: Day One
• Session One: Course Overview
• Session Two: What’s Missing in Telephone
Communication?
• Session Two: What’s Missing in Telephone
Communication?
• Session Three: Verbal Communication
Session One: Course Overview
• Develop an understanding of the nuances of body language and verbal skills,
which are so important in conversations that do not have a face-to-face element.
• Learn aspects of verbal communication such as tone, cadence, and pitch.
• Demonstrate an understanding of questioning and listening skills.
• Acquire comfort with delivering bad news and saying no.
• Learn effective ways to negotiate.
• Understand the importance of creating and delivering meaningful messages.
• Use tools to facilitate communication.
• Realize the value of personalizing interactions and developing relationships.
• Practice vocal techniques that enhance speech and communication ability.
• Personalize techniques for managing stress.
Session Two: What’s Missing in Telephone
?Communication
Spoken Word Voice Tone Body Language
Session Two: What’s Missing in Telephone
?Communication
while you might debate the exact numbers, the important points
are:
• A significant amount of communication is non-verbal.
• Without the chance to observe non-verbal aspects like your
facial expressions or body language, it is easier for your message
to be misunderstood.
• When we do not know the other person who is speaking, we do
not trust them and, therefore, our tendency is to rely on what
we can hear and see in order to enhance our understanding .
• Be cautions in your e-mail communication; things can be easily
misunderstood.
Session Two: What’s Missing in Telephone
?Communication
• Eyes, eyebrows, and mouth send out signals that can make a world
of difference.
• If you are speaking to someone in person, use their presence to
your advantage.
• People who smile are happier than those who don’t.
• Hang a small mirror at our face level or keep it in a drawer of your
desk. Each time you are about to answer a call, smile into the
mirror.
• Eye contact helps you carry your message to each person in the
audience. It builds trust. In the call center, make sure that you
maintain eye positions and posture that convey the same
message.
Session Two: What’s Missing in Telephone
?Communication
• In the call center, it is important to keep your
hands still.
• Work on appearing sincere and comfortable.
• If you are inputting responses on a keyboard
while on the phone, make sure that you type
quietly and that your keyboard does not have
noisy rattles that your caller can overhear.
Session Two: What’s Missing in Telephone
?Communication
Cues from people that you are making them
uncomfortable:
• Rocking
• Leg swinging
• Tapping
If it escalates, these signals are followed by:
• Intermittent closing of the eyes
• Slight tucking of the chin into the chest
• Shoulder hunching
Session Three: Verbal Communication
Your voice is a symphony created by:
• Breath control
• Tone
• Articulation
Tips:
• Be aware of accent and vocal patterns.
• It is not possible to speak clearly when you
have something in your mouth.
Session Three: Verbal Communication
The four E’s of an effective telephone voice:
• Expressive
• Enunciate
• Engage
• Energize
Session Three: Verbal Communication
Robertson and lewis. We have your windshield. How can I Service Provider
help you?
Uh, hello, is this the windshield shop? Caller
Ya this is robert windshield shop how can I help you? Service Provider
I have an appointment Saturday to replace my windshield. Caller
Uhuh Service Provider
I need to confirm the time. I cannot remember the time. Caller
Session Three: Verbal Communication
Robertson and lewis. We have your windshield. How can I help Service Provider
you?
I have an appointment on Saturday, but I cannot remember the Caller
time.
Let me pull up your record, sir. Can you please give me your Service Provider
telephone number?
