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Team Leader/Supervisor Training
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Recent INSIGHTS Course Feedback
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The main thing that I can say about INSIGHTS is that they always exceed my expectations. They are the only truly specialised call centre training/consultancy in the region and focus on what I need to develop, improving my business quality and my own personal career.
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INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers
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The outbound skills course is essential for outbound agents but inbound agents also benefit from the advanced techniques in call control and contact management. The course is comprised of 6 modules
C-1 Telemarketing and Telesales
Inbound and outbound
Sales and marketing
Outbound models
C-2 Basic Outbound
Essential precall planning
Maintaining corporate identity
Calling schedules
C-3 Handling the Guard Dog
4 Basic rules for getting through the security wall to speak to the person you need.
C-4 Wording & Call Structure
Psychographic words
Building a script
The essential steps
The pitfalls
Initial negative responses
C-5 Handling Objections
Objections - why and what
Types of objection
Preparing for objections
Using objections constructively
C-6 Closing the Sale
When and how to close
Different types of closes
Exiting the call
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