Download a Course Outline 
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Outbound Call Centre (sales) Training Course
Sales over the phone can often be an intimidating and frustrating experience for everyone involved.
This Call Centre training course from pdtraining, teaches your employees to enter the call centre with confidence because they will be better equipped to answer questions, overcome objections and make the sale.
Dynamic, engaging courses like these are available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Canberra and Perth.
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OUTCOMES
By the end of this course, participants will:
- Define outbound call centre strategies
- Identify the different types of buying motivations
- Master strategic sales processes for your products, buying cycle and the buyer's motivations
- Learn strategies for effective communication
- Learn advanced phone etiquette skills
- Set benchmarks for help with managing individuals as well as teams
- Develop strategies for increasing team motivation & morale leading to a great company culture
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Course Length:
1-day
Certificates:
Certificates of Completion are issued to each participant
Also available for In-House courses:
Post-course assessment for validation of learning.
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Why our clients choose us:
- Receive practical tools to take away with you.
- Be involved all day. There are about 20 activities each day (10 lessons with 1-3 activities per lesson).
- Realistic and relevant. We take the time to learn about you, then tailor the training to your needs.
Looking for death by Powerpoint? You will need to call another training company!
New course just added:
Find out how our new course can benefit you! Talk to one of our friendly consultants now on
Ph: 1300 121 400.
Some of our recent/current Call Centre clients:
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OUTLINE
Call Centre Training Course Outline
Download a Course Outline
Foreword:
A well-trained Call Centre is the heart of any operation. Call Centre employees who possess skill and professionalism, who know how to handle a great variety of situations, will be an asset to any organisation. By presenting these attributes, call centre staff will also personally benefit in terms of salaries and performance bonuses. Call Centre training will allow the employee to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.
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Call Centre Training Course - Lesson 1
Getting Started
- Pre-Assignment Review
- Workshop Objectives
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Call Centre Training Course - Lesson 2
The Basics (Part I)
- Defining Buying Motives
- Establishing a Call Strategy
- Prospecting
- Qualifying
- Case Study
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Call Centre Training Course - Lesson 3
The Basics (Part II)
- Getting Beyond the Gate Keeper
- Controlling the Call
- Difficult Customers
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Call Centre Training Course - Lesson 4
Phone Etiquette
- Preparation
- Building Rapport
- Speaking Clearly- Tone of Voice
- Effective Listening
- Case Study
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Call Centre Training Course - Lesson 5
Tools
- Self-Assessments
- Utilising Sales Scripts
- Making the Script Your Own
- The Sales Dashboard
- Case Study
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Call Centre Training Course - Lesson 6
Speaking Like a Star
- S= Situation
- T= Task
- A= Action
- R=Result
- Case Study
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Call Centre Training Course - Lesson 7
Types of Questions
- Open Questions
- Closed Questions
- Ignorant Redirection
- Positive Redirection
- Negative Redirection
- Multiple Choice Redirection
- Case Study
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Call Centre Training Course - Lesson 8
Benchmarking
- Benchmark Metrics
- Performance Breakdown
- Implementing Improvements
- Benefits
- Case Study
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Call Centre Training Course - Lesson 9
Goal Setting
- The Importance of Goals
- SMART Goals
- Staying Committed
- Motivation
- Overcoming Limitations
- Case Study
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Call Centre Training Course - Lesson 10
Key Steps
- Six Success Factors
- Staying Customer Focused
- The Art of Telephone Persuasion
- Telephone Selling Techniques
- Case Study
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Call Centre Training Course – Lesson 11
Closing
- Knowing when it's Time to Close
- Closing Techniques
- Maintaining the Relationship
- After the Sale
- Case Study
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Call Centre Training Course - Lesson 12
Wrapping Up
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Public training courses in Brisbane now include: lunch, a games room, unlimited espresso coffee and WiFi.
| IN-HOUSE TRAINING |
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'your place or ours'
In-House training benefits:
- tailored to your needs and goals
- cost effective - from $140 per person (full day)
- you choose the day, place and time
- greatest impact in the shortest time
- tailoring ensures practical tools directly applicable to your workplace
- great team building opportunity
- more convenient, people don't need to go off-site
You'll be surprised at the price - check now! |
Ph: 1300 121 400
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Tailored Delivery - standard
We will always tailor the delivery of your In-House Training course to ensure it is relevant to your team, and targeted at your learning goals. We can incorporate your company's examples and terminology to ensure you the training can be directly related back to your workplace. This is standard, and included in the price.
Your delivery options
We offer a range of different class types to suit your operational needs.
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The "1-hour Motivator" training sessions
These 60-90 minute sessions are highly motivating and thought provoking - ideal for those people who need to fit training in around a busy work schedule - great as an early morning kick-start or lunch time boost! Read more...
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The "3-hour Power" sessions
3-hour power sessions – are a great solution when you have very specific outcomes you are targeting, or scheduling the team to be off the job for a whole day is proving to be a challenge Read more...
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Full-day short courses
1-2 day short courses delivered with a unique focus on 80% activities 20% content – just the way learning should be!
Read more...
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Conferences and workshops
Do you want your conference to be memorable, fun, interactive and have a real highlight? pdtraining's dynamic trainers can add that flair, excitement and much much more!
Read more...
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1. We really listen
We take the time to understand your needs and goals
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2. Flexible delivery
We always tailor the course to suit your needs
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3. The best trainers
We only provide the best trainers and the best courseware
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Most importantly the participants 'love' pdtraining courses because our courses are:
- Practical - 20% theory:80% practical - everyone will be constantly involved and engaged.
- Very interactive - our trainers facilitate people sharing and learning from each other's experience
- Applicable on the job - we are all about skills and techniques you can actually use!
- Fun - we help people enjoy learning because courses should be fun! Also people are more likely to implement what they learn if they enjoyed the learning experience.
- Delivered by a fantastic trainer - we only use the best, engaging expert trainers
We believe you learn more when you're having fun!
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Q: Who else uses Professional Development Training?
A: Take a look at some of our recent clients
Q: Are they Happy?
A: This is what they say about us testimonials
 Questions?
Email:
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or
Phone: 1300 121 400
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The top 5 reasons participants 'love' pdtraining
- 20% theory:80% practical - everyone will be constantly involved and engaged.
- Lots of collaboration - our trainers facilitate people sharing and learning from each other's experience
- Applicable on the job - we are all about skills and techniques you can actually use!
- Fun - we help people enjoy learning because courses should be fun! Also people are more likely to implement what they learn if they enjoyed the learning experience.
- Delivered by a fantastic trainer - we only use the best, engaging expert trainers
Yes! this is the right choice for me! 
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Don't take our word for it: testimonials
Cost:
$495 inc gst per person
Length
1 - day high-energy class
Course venues:
Sydney
Level 1
111 Harrington Street
Sydney
NSW 2000
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Melbourne
123 Queen Street
Melbourne
VIC 3000
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Brisbane
Unit 11
121 Newmarket Road
Windsor Brisbane
QLD 4030
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Adelaide
International Visualisation Centre
19 Young Street
Adelaide
SA 5000
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Perth
Perron House
61 Kitchener Avenue
Victoria Park Perth
WA 6000
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Canberra
Manuka Oval
Manuka Circle
Canberra
ACT 2603
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 Times
Public classes start at 9.00am and finish around 4.30pm.
Class Size
Public classes will be a small relaxed group of between 4 and 12 people.
The small group helps ensure that everyone will gets a chance to ask questions and learn at their own pace.
What is provided?
All participants will be provided with morning tea, afternoon tea, printed bound courseware to keep and a Call Centre Certificate of Completion. Public training courses in Brisbane now include: lunch, a games room, unlimited espresso coffee and WiFi.
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