$397beginner

Call Center Training: Sales and Customer Service Training for Call Center Agents

Name: Call Center Training: Sales and Customer Service Training for Call Center Agents
Price: 397.00 USD
Availability: InStock

A comprehensive, practical course designed for Call Center Agents (CCAs) and Customer Service Representatives (CSRs) who want to maximize their telephone-based work. Over the equivalent of a three-day workshop, you will develop essential skills in verbal communication, active listening, questioning techniques, sales scripting, objection handling, negotiation, and stress management — all tailored to the unique demands of the call center environment.

15 lessons4 modules1080 minutes

What you'll learn

Understand the nuances of body language and verbal skills in telephone-only conversations.
Apply verbal communication techniques including tone, cadence, pitch, and the Four E's of an effective telephone voice.
Demonstrate active listening and effective questioning skills, including open, closed, and probing questions.
Deliver bad news and say no professionally while maintaining positive customer relationships.
Identify internal and external customers and tailor service approaches accordingly.
Develop, practice, and refine cold and warm call scripts with attention, identification, benefit, and objection-response elements.
Apply negotiation techniques using principled negotiation strategies for win-win outcomes.
Handle difficult callers, vulgar language, and challenging situations with composure and professionalism.

What's Missing in Telephone Communication? When you work in a call center, you are operating without one of the most powerful communication tools available — body language. Research by Albert Mehrabian suggests that in face-to-face communication, words alone account for roughly **7%** of the listener's understanding, while **38%** comes from vocal tone and **55%** from body language. Even if you debate the exact percentages, the core message is clear: a significant portion of communication is non-verbal, and the absence of visual cues makes misunderstanding far more likely. As a call center agent, you cannot rely on your facial expressions or gestures to reinforce your message. However, you have **complete control over your vocal tone**, and you can use body language strategically even though the caller cannot see you. Using Body Language to Your Advantage on the Phone **Smile before you answer.** Smiling releases feel-good chemicals in your brain and that warmth travels through your voice. Keep a small mirror at desk level and smile into it before each call. **Sit up straight.** Good posture improves breath control, projects confidence, and keeps your voice from sounding flat or distant. **Keep your hands still.** Gesturing while on the phone can pull your head away from the microphone, creating noise and reducing audio clarity. **Eliminate distractions.** Background noise — a rattling keyboard, a

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Call Center Training: Sales and Customer Service Training for Call Center Agents

What you'll learn

Preview a lesson

Curriculum

Module 1: Communication Foundations for the Call Center

Module 2: Customers, Listening, and Asking the Right Questions

Module 3: Delivering Difficult Messages and Sales Fundamentals

Module 4: Negotiation, Difficult Customers, and Well-Being

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