Without external support from Neil Young, we would not have completed our accreditation on schedule as the process is more intensive than anticipated. Having external assistance preparing our accreditation provided the ideal challenge ahead of the audit, and as a sense check interpreting the standards. We would have no hesitation in using Neil's services again. 
Steve Orton - FSA Manager, Learning & Community Affairs
Call Centre Training
Objectives
- To understand the differences between inbound and outbound call centres
- To define and apply a structured approach to call handling
- To demonstrate objection handling skills
- To identify customer needs
- To "close the call and secure the sale"
Who should attend
Trainers within call centres and new recruits into call centres.
Summary of content
- Defining the distinction between "inbound and outbound" call centres
- What is the desired outcome of your call centre
- Formulating a structures approach to call handling
- Handling objections
- Questioning techniques
- Providing solutions
- Closing the call or sale
Duration
2 days
