Contact Centres across the globe have fundamentally strived to maintain the highest level of performance within the organisation.  Call handling times, sales targets, dealing with rejection, all of these affecting the high staff attrition rates

Most sales training programs have a very short-term effect on performance because new skills and capabilities are not consistently applied and reinforced. Training for call centre staff should ideally be accompanied by on-going sales coaching in order to achieve consistent sales results, define sales goals and desirable call behaviours.

Capability HR’s explosive contact centre training focuses on the individual and is customised for their particular role within the organisation.   

 

A selection of topics include:

 

• Identifying motivation factors and factors in getting agent buy-in for the sales process.
• Describing ways to establish and support a selling mind set for calls.
• Identifying gaps in all stages of a sales call and ways to direct change.
• Describing strategies for reinforcing successful sales behaviours.
• Optimizing Outbound Calling
• Scriptwriting for Effective marketing
• Effective telephone techniques
• Prospecting, cold-calling and referral usage