Courses for Call Centres

Amber Development have developed a range of courses specifically for use in call centres.

Call Centre staff that are highly trained are more productive, more loyal to the organisation and generally more successful.

Some of the courses we offer are:

Effective Call Centre Communication

When we communicate with others, 55% of our communication comes from body language alone. Over the phone, things like facial expressions, hand gestures and body positioning offer us no assistance. So how do we communicate effectively on the telephone when over half of our resources are not available to us?

This course teaches the essential skills required to ensure that each communication achieves the desired outcome. It includes:

• Attention grabbing opening sentences
• Open and closed questioning techniques
• How to build rapport quickly
• The use of empathy
• How to successfully conclude each call

This course is specifically designed for a call centre environment where time pressures and call volumes are important, but effectiveness and success are essential.

Training grants of up to £10,500 may be available for this course. Contact Us for more information.

Effective Telephone Selling

Selling over the telephone can be just as effective as selling face to face. This course teaches methods and techniques that will make each call effective and increase rates of success.

Topics included are:

• Winning the Numbers Game
• Overcoming Objections
• Questioning Techniques
• Effective Follow Up Calls
• Effective Voice Mail Messages
• Sale Closing Techniques

Training grants of up to £10,500 may be available for this course. Contact Us for more information.

Effective Customer Service

Understanding the value of a single customer to your business is the first step to delivering the highest levels of customer service.

This course looks at:

• Real Customer Value
• Customer Retention Versus New Customer Wins
• Customer Relationship Development
• Making a CRM (Customer Relationship Management) system work for you
• Customer Development Ladder

Training grants of up to £10,500 may be available for this course. Contact Us for more information.

For more details on all the courses offered by Amber Development and how they can impact your organisation please Contact Us.