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Price: $199.00  $149.95

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Retail excelllence series training package   collection
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PRICE: $ 429.95 $ 299.95

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ico-spritesDuration: 1 Day 

 price tagPrice: $199.95  $149.95

  Audience: Call center customer service agents and support staff who wish to improve their control over calls and reduce average call handling time.

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For Trainers and Call Center Managers

  Do your agents have a high call handling time?

  Do you want to improve the service level?

  Do you need agents to control calls better & decrease AHT?

  Do you want agents to be more efficient & reduce call times?

Deliver a fun, engaging and effective training easily with this instant download professionally designed training package.

 

Slides

Slides

Exercise sheets

Exercise sheets

Trainer's Guide

Trainer's Guide

Workbook

Workbook

Job aids and useful forms

Job aids and useful forms

 
Follow the well-structured format & Deliver a powerful training
 
Enliven your training with numerous activities to tackle fundamental key points
 
Logically structured standalone modules
 
Take charge of developing your agents
 
Pick out key learning points & Energize team meetings or huddles to stress on & develop specific skills.
 
Easily customize & tailor further to match your specific training objectives

Overview

call control and average call handling timeThe main focus of this one day tailored training program is to help call center agents reduce their AHT - Average call handling time by equipping them with the required call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more structured call flow resulting in a swift and professional answers and resolution of customer issues without compromising customer experience/customer satisfaction.

AHT is one of the most important operational metrics and an important indicator for any call center and a key input in scheduling and calculating required staffing. This program will help reduce agents overall AHT by helping them optimize their call handling skills enhancing the overall contact center performance to ensure quality of customer service is not diminished but better yet improved.


  Course objectives:

By the end of this training course participants will be able to:

 Understand the importance of controlling each call with each customer.

 Follow a 3 step process to regain control of calls with angry and talkative callers.

 Explore 9 different techniques to control calls more effectively.

 Utilize the power of questions for better call control.


 Outline of topics

Importance of controlling each call

bullet Why is High AHT (Average Handling time) a problem?
bullet What is call control and why do calls go out of control?
bullet Are you an expert?
bullet Keeping callers focused on the issue.

Using the power of questions:

bullet Importance of questions (Battleship activity).
bullet Effectively using open and closed questions to control calls.
bullet 
Types of questions to use.
bullet The call control process.

Call control techniques:

bullet Beginning the call and taking control – Clarifying the call purpose.
bullet Creating an opening questions & establishing call control.
bullet Following a pre-defined call structure.
 
bullet Using the caller’s name.
bullet Bridging – tactfully redirecting the conversation (4 step process).
bullet Doing your after call work during the call.

Additional call control tips and skill practice activities:

bullet Call control tips.

bullet Recorded calls critique session (5 actual good calls + 5 actual bad calls).
bullet why are you calling? (Role play activity).


Competitive review game - An Exciting review challenge (Power Point Game) to end your training on a high note!


The Fully Customizable Training Package includes:

Fully scripted Trainer Guide:

 Best practice theory exploration

 Facilitator-led group discussions

 Role playing

 Practice exercises

Participant Reference Workbook

PowerPoint Slide Presentation

Bonus Materials:

Buy now..! download instantly and get an additional bonus:
  22 games and activities you can use to enrich your trainings.
  Useful training forms (Evaluation forms, certificates).
  All you need to run a great training program.
  A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a competitive challenge designed to be the grand finale of your training program.

Training material samples

Random trainer's guide samples

trainers guide

Random slide deck samples

course slide

Random student workbook samples

student book


What do I get exactly?
You receive a zipped file instantly upon purchase that includes the following in MS office format:

 Trainer Guide (45 Pages).
 Student workbook (38 Pages).
 Slide deck (41 slides).
 Bonus activities ( 22 activities ).
 Training support documents (Training evaluation forms, 5 certificate templates, program outline).

 

Plus a great bonus!

A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.
The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds...etc. Save as a new file & create 100's of other review games for any training materials or program to always end your training program on a high note.

 

Get it all now!

price tagPrice: $199.95  $149.95Great value courseware and training materials

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CONSIDER GETTING THE COMPLETE Call center EXCELLENCE SERIES

4 Complete courseware packages
 Call center agent training customer care  

     In ONE

Get the full Call Center excellence series and receive all Three courses Handling angry and difficult callers + Find a way to say yes! + Call Control + Successful telephone dept collection for one low price of $349.95


Why buy our training course material packages?

 
invest Great value for a small investment

Receive a package of extensive and well structured training course materials complete with comprehensive trainer guides, delegate workbooks, power point slides, activities and exercises as well as several support documents from evaluation sheets to attendance certificates so you have all you need to run a successful training program. 

 custo 100% customizable

You can easily customize, personalize and tailor each training course material package to match your training objectives and the training needs of your audience. You even have full rights to brand it with your own brand name. (We only do NOT allow re-sale of our training course material packages) 

 customiz Standalone modules can easily be added to enliven your training material

Each training program is logically structured into standalone modules each focusing on a specific topic for ease of customization, addition  or incorporation into your own existing course materials.

idea Get new ideas for activities, exercises and games

Each of our training course material packages includes a plethora of  self discovery exercises, activities and games addressing specific key learning points giving you more ideas for activities and interaction to enliven  your existing course materials.

 Fun, competitive review game to end on a high note!

An exciting and competitive review game (In Power Point) to easily review the content, enhance retention and ensure your participants stay engaged till the very end. (The Power Point game is fully customizable and can be used to create similar review games for other training materials and courses).

down Download and get it immediately

All our course material packages are instantly downloaded so you get it immediately after successfully completing your purchase.

 

Deliver fun, effective and professional trainings easily!

Even if you are delivering training for the first time, our training materials will guide you step by step. Our materials have an easy to follow format and instructions that explains all key points, models, and concepts. We also provide directions for all activities/exercises and debriefing instructions about which key points to stress in each activity/exercise. As a manager, it will be easy for you to take charge of developing your team and deliver the training program yourself or through a professional trainer.

Our tabular formatted Trainer's Guide makes delivery easy. We provide clear directions and suggestions on what to do and what to say with each slide. We also provide a high impact PowerPoint slide deck and a comprehensive Reference Workbook for participants. Trainers who used our courseware and training materials were able to provide accelerated learning solutions that engaged all types of learners. Read some of our testimonials.

We provide niche courseware packages and training materials that are highly effective and interactive. For example, we have courses specific to the retail industry such as retail selling skills and retail sales forecasting and planning and call center specific training like controlling calls, handling angry callers and telephone debt collection. Unlike many other internet sites who have hundreds of ineffective canned packaged courses, our targeted soft skills topics have been very carefully developed targeting specific skills and attitudes using innovative training models and hands-on activities. Most of our training materials and courseware packages have been tried and tested and successfully delivered to professionals from senior managers to frontline employees.

For Trainers

Save yourself hours of development and research time. You can use our affordable, content rich training materials to deliver an exceptional training program. Or, you can use our modules to enhance and enrich your current course materials with fresh, new, and proven models, concepts, interactive games, activities, and exercises. That way, you can focus all your effort on the delivery of your program and ensure the maximum return on your training investment.

For People Managers

Discover the trainer in you and take charge of developing your people; after all as a leader, developing your team should be your number one priority. Our affordable courseware packages and training course materials will allow you to do just that. Our courseware materials are well structured, organized, and easy to use. Anyone with good presentation skills can follow the well structured format and deliver our training content comfortably.

Enliven your team meetings, pick out key learning points from our easy to use and professionally designed training course material packages and provide your team with a short powerful session during team meetings or huddles to stress on a specific key skill/s that serves key development area/s. Remember as a people manager, you are the one who is ultimately responsible for developing your team.

To find out more about our course material packages , please take a few minutes to read our frequently asked questions or take a look at our testimonials page and read what trainers, consultants, leaders and business professionals who used our training materials said.

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How it works?

 

Choose your training package

 

Add to shopping cart

 

Pay using any major debit or credit card or using paypal

 

You will be taken to a download page to instantly download your purchase (You will also receive your download links by email)

 

Unzip the file/s and get all your documents in MS office format



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Testimonials

What some of the trainers, consultants and business professionals who used our training course materials and courseware packages said:

TrainingCourseMaterial.com's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun.

Jeanne Parks Jeanne Parks, Trainer & Business consultant, San Francisco, USA

The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research. Ultimately a fantastic workshop to either deliver or participate in.

Nige O'Shea FIMI Nige O'Shea FIMI, Professional Inspirations Ltd. UK

I just completed a three-day program ,using one of your two day packages. I was able to customize this program quite easily. The thorough work done by your team saved me a lot of time-and money. I am an experienced speaker/trainer with over 20 years in the field. Your programs provide the blueprint for what I need for my corporate and government training clients. I have seen similar programs advertised elsewhere for triple the price!
I will return to your website as needed and will recommend your products and services to fellow consultants.

Angela Walton, Atlanta, Georgia USA

TrainingCourseMaterial.com have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of multi media visuals and activities, trainers were able to provide an accelerated learning solution that grasped the imagination of all types of learners and ensured the maximum return on training investment in this fast paced industry. Even the most seasoned sales professionals found something new and useable from their high energy training sessions and the course feedback was fantastic - consistently!

Craig Hines Craig Hines, innov8 Performance Limited, UK

I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality. The programmes follow a logical sequence and are very comprehensive. As they are produced in MS Office formats, not password protected pdfs, they are very customisable and it has been easy to change the materials to UK spelling. The additional activities provided are very extensive and should prove useful once I have had time to explore them fully. The materials are going to save me hours of work as I prepare new training courses.

Alan Lloyd Alan Lloyd, Team Leader,EU Support to Civil Society Project

In Sales training, TrainingCourseMaterial.com’s ability to identify the specific areas of skill gap and build a program that directly addressed those gaps is very professional. That, coupled with the dynamic training events, has helped customers to drastically impact the skill level of their sales force and make a measurable impact on bottom line results .

Tarek Fahmy Tarek Fahmy, Trainer & Consultant, Dubai, UAE

Just a short note to say that since purchasing a course from yourselves, I tried 2 other vendors' courses (from U.K.) and regret wasting money on them, as their materials seemed as if a ten year old had cobbled them together in terms of format and content. From now on, I shall be sticking with yourselves, as I enjoy your clean formats and more advanced content. Well done.

Kevin Lawrence Kevin Lawrence, Dubai, UAE

I was looking for training material to enrich our current program in customer service. I am so glad i found the materials in this website. They are the complete package, and the bonus activities really helped me design a few new modules to incorporate in our training. The workbook is really clear, and participants liked it. The presentation is not boring, or a pile of words. They are designed with the audience in mind. The supporting materials are complete to implement a full training program. We are looking to expand into sales training, and will most probably buy from them again.

Jon Kristo Jon Kristo, Training Manager,ISN Albania

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