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Provided by: Contacts Plus AT&T Diploma for AgentsBusiness and Management Skills |
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Certificate Program
Provided by Contacts Plus
Even the best communicators in the world have their pitfalls. Through this course, you will gain the knowledge of how to better communicate with others as well as avoid misunderstanding. You will enhance your understanding people and know the power of empathy towards them.
This Course uncovers a new way of living, toward the excellence of life personally and professionally. It draws a new path toward our target, while providing the right spirit to face obstacles and failure in the way to achieve the pursued targets.
Customer Care and retention is increasingly becoming a key issue for most companies in today s competitive market place where customers demand immediate access to information and efficiency of response. Call centers are one of the most powerful tools for improving the quality of customer contact. The advent of Computer Telephony due to the convergence of Computing and Telecommunications has created new avenues for companies to provide better service to customers by leveraging the interaction of customer calls with the company s customer databases providing access to rich customer data helping the call center agent provide better support to the customer.
Exploring this flourishing industry, we will take you through a thorough tour introducing the world, concepts, philosophy, technology, ergonomics, components & terminologies of the revolutionary industry.
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AT&T Diploma for Agents
By the end of this program, participants will be able to:
Avoid conflicts resulting from of miscommunication
Find out and eliminate weaknesses in their communication style
Master the power of the non-verbal communication & its enormous effects
fight the fear of communicating with others
Develop the right techniques of successful and effective communication
What is communication?
The communication process
Elements of communication between people
Psychology of communication
Perception and communication
Physical & Non-Physical barriers to communication
How to conquer barriers of communication
Techniques to add to our communications
The power of the non-verbal communication
By the end of this program, participants will be able to:
Embrace a new look to life by identifying Actions, Reactions, Beliefs & Thinking Patterns
Eliminate negative beliefs that obstruct achieving their goals
Replace negative by positive through learning the best out of their mistakes and re-adjusting their path to better effective ones
Have the ability to transfer the positive attitude to others in the surrounding environment
Master the skill of staying Positive
Acquire the right tools to have the 360 Degree thinking
Find new unlimited ways to achieve their targets "the impossible mind-set"
Enhance our lateral thinking
Learn to think outside the box
Move beyond fears & limiting beliefs & turning dreams into reality
What is attitude?
What shapes our attitude?
How to change our attitude?
Defining a wining attitude?
How to gain the wining attitude?
Power of Doing attitude
How to keep the right attitude?
Empower up positive thinking
Embracing creative thinking
By the end of this program, participants will be able to:
Understand the importance of call centers in the new era for future career
Acquire knowledge about the call center pillars " the radial organization"
Develop a healthy understanding to required tools to execute world class performance through call centers
Define the key elements of success in contact centers industry
Call center statistics and fact finding
What is call and contact centers? definitions
Why call centers? Benefits for corporate & customers
Types & functions of call centers
Call center terminology and jargon
Call Center routing strategy
Journey through call center technology
Call centers ergonomics
Call center core competencies " agents profile"
Call center key performance metrics
Call center cost distribution
Call centers simulation
By the end of this program, participants will be able to:
Build trust and credibility
Adapt to social styles
Utilize strategic questioning
Master business listing
Gain agreement
Handle objection
Use different of sales techniques
Letting Go of Fear
Practice and Technique
The Biggest Obstacle Is Attitude
Why So Many People Wrongly Believe They Can't Sell
Customer-Focused Selling Starts and Ends with Integrity
Customer-Focused Selling Is By Far the Easiest Sales Approach
But Few People Start Out with Customer-Focused Selling
Customers Really Don't Care About You
Customers Really Don't Even Care About Your Product or Service
Customer-Focused Selling Means Putting Yourself in the Customer's Shoes
Customer-Focused Selling Is Your Fastest Route to Sales Success
By the end of this program, participants will be able to:
Overcome natural public speaking fears
Shift their insight toward life by actualizing the power of customer service personality within themselves
Acquire the awareness of different points of view of the others & respect them
Revive the sleeping customer service giant inside us
Understand dynamics of relationships
Who is the customer?
Why Customer Service Matters?
Why do Customers Churn?
Moments of Truths.
Reason for Poor Services.
Impact of Bad Services.
What s Different about Good Service?
Dimensions of Quality Customer Service
Understand how projecting yourself positively benefits you and the customer
Key Learning Outcomes:
By the end of this programme, participants will have been able to:
Understand the new perspective on selling that will enable them to make confident and professional outbound calls.
Identify and respond to a range of customer buying motives when making outbound calls.
Identified ways of organizing themselves and their workspace to help them make professional calls.
Create primary and secondary objectives for their calls to customer
Identify their progress through the sales process and to match their pace to customers.
List and prioritize the different types of calls they would like to make.
Identified a range of techniques for managing what they say and how to say it this will help them project confidence.
Practice variety of techniques for identifying different customer needs
Identify the features and associated benefits of their products or services and practiced matching them to customer needs.
Gaining customer agreement on a need and linking this to products or services.
Quote prices and ask for an order in a way that encourages a positive response from a customer.
Practice ways of closing the call in a positive manner.
Answer the concerns and objections of the customer confidently.
Explore and practice techniques for successful cold calling.
Sure-fire techniques for adding more products and number to their purchase order.
Position Tele-sales team as an irreplaceable business ally.
How to sell multiple services to the same client.
Programme Outline:
Introduction To Customer Focus-Selling:
X Sales in the 21st century.
X What s Advertising, Marketing, Promotion, Public relations, and Sales .
X The changing face of selling
X Anyone can sell
What is selling?
Why Telesales is so tough?
Understanding buying motives.
Planning and preparation of calls.
Setting objective for your calls.
The structure of outbound calls.
Who to calls?
How to turn customer on to your proposition.
Quoting a price and place an order techniques.
Dealing successfully with customer objection.
Handling rejection in a positive way.
The cold calls definition
The outbound calls flow
What is Upselling?
Essential Upselling principles
What do the numbers mean?
What is Cross Selling?
An overview of the Best Selling Model?
Rewarding Cross Selling
Cross Selling Failures
Ethics and Cross Selling
ROLE-PLAYS:
X Call & visit Simulations
X Standard evaluation
X Open discussion and fine tune practice
X Recap and closing the session with action plan
Who should attend?
This program has been designed for all sales people, and those who aspire to join your sales force. The program addresses various sales techniques, and the material has been carefully selected to meet the needs of all frontlines sales team.
By the end of this program, participants will be able to:
Understand the meaning of cultural diversity and learning how to manage cultural differences
Develop analatical engagement with the world
Eplore issues of human diversity within cultures
Understanding of interactions among and between individuals and social systems
Aquiring both the cognitive knowledge and skill necessary to effectively interact with and/or serve culturally diverse populations
Understanding one's own culture as it relates to ones abilities and personal style and how to maximize the use of self in practice
What is culture?
What are the elements of culture?
Culture analysis skill
Power of dealing among diversified cultures
How to blast culture barriers?
culture diversity dynamics & effectively dealing with people
By the end of this program, participants will be able to:
Measure of their ability to show an interest in others, to listen to them and to feel their feelings .
Self-assess of their strengths, weaknesses, personal beliefs and feelings and learn how this links to their level of focus upon self-improvement
Enhancing their social skills by sharpened understanding the other people in the same environment
Identify triggers to negative emotions and learn how to develop positive alternative responses
Emphasizing on our desire to achieve, our ability to persist and the energy we have to see things through
What is emotional intelligence?
Why emotional intelligence is important?
Understanding emotional intelligence
Achieving self-awareness
Emotional intelligence competencies
Building up Social-awareness (Empathy)
Social Skills
Organizing Yourself to Handle an Incoming Call
How to Develop Your Telephone Personality
Who's Calling?
How Can You Tell? X Mental Images
Building Rapport with the Customer
It's Not What You Say; It's How You Say It
How to Project a Positive Attitude
Developing Strategies for Handling Difficult Customer Behavior
Using Your Voice to Communicate Your Message
Slang and Lazy Phrasing
The Power of Positive Language
How to Create a Word Picture
Using One Word Instead of Several
The Importance of Listening
How to Improve Your Listening Skills
Different Levels of Listening
How to Avoid Stereotyping Customers and Situations
How to Use Questions to Develop your Conversation
How to Avoid Interrogating Your Customer
Gathering Information
Leaving the Caller Satisfied
By the end of this program, participants will be able to:
Understand the psychology & reasons of stress
Identifying the different kinds of stressors in the workplace
Adapt themselves to different situations without going through stress
Build the big picture helping us relaxing to perform better
Achieve high relaxation level that results in a high level of performance & creativity
Crucial statistics about the stress
What are stress, cause & effects?
Stress symptoms; psychological & physical signs
Behavior patterns and stress
Self-defense formula
Ways to conquer stress
Relaxation Techniques
Making use of stress as a positive tool
Avoid conflicts resulting from of miscommunication
Find out and eliminate weaknesses in their communication style
Master the power of the non-verbal communication & its enormous effects
fight the fear of communicating with others
Develop the right techniques of successful and effective communication
What is communication?
The communication process
Elements of communication between people
Psychology of communication
Perception and communication
Physical & Non-Physical barriers to communication
How to conquer barriers of communication
Techniques to add to our communications
The power of the non-verbal communication
By the end of this program, participants will be able to:
Embrace a new look to life by identifying Actions, Reactions, Beliefs & Thinking Patterns
Eliminate negative beliefs that obstruct achieving their goals
Replace negative by positive through learning the best out of their mistakes and re-adjusting their path to better effective ones
Have the ability to transfer the positive attitude to others in the surrounding environment
Master the skill of staying Positive
Acquire the right tools to have the 360 Degree thinking
Find new unlimited ways to achieve their targets "the impossible mind-set"
Enhance our lateral thinking
Learn to think outside the box
Move beyond fears & limiting beliefs & turning dreams into reality
What is attitude?
What shapes our attitude?
How to change our attitude?
Defining a wining attitude?
How to gain the wining attitude?
Power of Doing attitude
How to keep the right attitude?
Empower up positive thinking
Embracing creative thinking
By the end of this program, participants will be able to:
Understand the importance of call centers in the new era for future career
Acquire knowledge about the call center pillars " the radial organization"
Develop a healthy understanding to required tools to execute world class performance through call centers
Define the key elements of success in contact centers industry
Call center statistics and fact finding
What is call and contact centers? definitions
Why call centers? Benefits for corporate & customers
Types & functions of call centers
Call center terminology and jargon
Call Center routing strategy
Journey through call center technology
Call centers ergonomics
Call center core competencies " agents profile"
Call center key performance metrics
Call center cost distribution
Call centers simulation
By the end of this program, participants will be able to:
Build trust and credibility
Adapt to social styles
Utilize strategic questioning
Master business listing
Gain agreement
Handle objection
Use different of sales techniques
Letting Go of Fear
Practice and Technique
The Biggest Obstacle Is Attitude
Why So Many People Wrongly Believe They Can't Sell
Customer-Focused Selling Starts and Ends with Integrity
Customer-Focused Selling Is By Far the Easiest Sales Approach
But Few People Start Out with Customer-Focused Selling
Customers Really Don't Care About You
Customers Really Don't Even Care About Your Product or Service
Customer-Focused Selling Means Putting Yourself in the Customer's Shoes
Customer-Focused Selling Is Your Fastest Route to Sales Success
By the end of this program, participants will be able to:
Overcome natural public speaking fears
Shift their insight toward life by actualizing the power of customer service personality within themselves
Acquire the awareness of different points of view of the others & respect them
Revive the sleeping customer service giant inside us
Understand dynamics of relationships
Who is the customer?
Why Customer Service Matters?
Why do Customers Churn?
Moments of Truths.
Reason for Poor Services.
Impact of Bad Services.
What s Different about Good Service?
Dimensions of Quality Customer Service
Understand how projecting yourself positively benefits you and the customer
Key Learning Outcomes:
By the end of this programme, participants will have been able to:
Understand the new perspective on selling that will enable them to make confident and professional outbound calls.
Identify and respond to a range of customer buying motives when making outbound calls.
Identified ways of organizing themselves and their workspace to help them make professional calls.
Create primary and secondary objectives for their calls to customer
Identify their progress through the sales process and to match their pace to customers.
List and prioritize the different types of calls they would like to make.
Identified a range of techniques for managing what they say and how to say it this will help them project confidence.
Practice variety of techniques for identifying different customer needs
Identify the features and associated benefits of their products or services and practiced matching them to customer needs.
Gaining customer agreement on a need and linking this to products or services.
Quote prices and ask for an order in a way that encourages a positive response from a customer.
Practice ways of closing the call in a positive manner.
Answer the concerns and objections of the customer confidently.
Explore and practice techniques for successful cold calling.
Sure-fire techniques for adding more products and number to their purchase order.
Position Tele-sales team as an irreplaceable business ally.
How to sell multiple services to the same client.
Programme Outline:
Introduction To Customer Focus-Selling:
X Sales in the 21st century.
X What s Advertising, Marketing, Promotion, Public relations, and Sales .
X The changing face of selling
X Anyone can sell
What is selling?
Why Telesales is so tough?
Understanding buying motives.
Planning and preparation of calls.
Setting objective for your calls.
The structure of outbound calls.
Who to calls?
How to turn customer on to your proposition.
Quoting a price and place an order techniques.
Dealing successfully with customer objection.
Handling rejection in a positive way.
The cold calls definition
The outbound calls flow
What is Upselling?
Essential Upselling principles
What do the numbers mean?
What is Cross Selling?
An overview of the Best Selling Model?
Rewarding Cross Selling
Cross Selling Failures
Ethics and Cross Selling
ROLE-PLAYS:
X Call & visit Simulations
X Standard evaluation
X Open discussion and fine tune practice
X Recap and closing the session with action plan
Who should attend?
This program has been designed for all sales people, and those who aspire to join your sales force. The program addresses various sales techniques, and the material has been carefully selected to meet the needs of all frontlines sales team.
By the end of this program, participants will be able to:
Understand the meaning of cultural diversity and learning how to manage cultural differences
Develop analatical engagement with the world
Eplore issues of human diversity within cultures
Understanding of interactions among and between individuals and social systems
Aquiring both the cognitive knowledge and skill necessary to effectively interact with and/or serve culturally diverse populations
Understanding one's own culture as it relates to ones abilities and personal style and how to maximize the use of self in practice
What is culture?
What are the elements of culture?
Culture analysis skill
Power of dealing among diversified cultures
How to blast culture barriers?
culture diversity dynamics & effectively dealing with people
By the end of this program, participants will be able to:
Measure of their ability to show an interest in others, to listen to them and to feel their feelings .
Self-assess of their strengths, weaknesses, personal beliefs and feelings and learn how this links to their level of focus upon self-improvement
Enhancing their social skills by sharpened understanding the other people in the same environment
Identify triggers to negative emotions and learn how to develop positive alternative responses
Emphasizing on our desire to achieve, our ability to persist and the energy we have to see things through
What is emotional intelligence?
Why emotional intelligence is important?
Understanding emotional intelligence
Achieving self-awareness
Emotional intelligence competencies
Building up Social-awareness (Empathy)
Social Skills
Organizing Yourself to Handle an Incoming Call
How to Develop Your Telephone Personality
Who's Calling?
How Can You Tell? X Mental Images
Building Rapport with the Customer
It's Not What You Say; It's How You Say It
How to Project a Positive Attitude
Developing Strategies for Handling Difficult Customer Behavior
Using Your Voice to Communicate Your Message
Slang and Lazy Phrasing
The Power of Positive Language
How to Create a Word Picture
Using One Word Instead of Several
The Importance of Listening
How to Improve Your Listening Skills
Different Levels of Listening
How to Avoid Stereotyping Customers and Situations
How to Use Questions to Develop your Conversation
How to Avoid Interrogating Your Customer
Gathering Information
Leaving the Caller Satisfied
By the end of this program, participants will be able to:
Understand the psychology & reasons of stress
Identifying the different kinds of stressors in the workplace
Adapt themselves to different situations without going through stress
Build the big picture helping us relaxing to perform better
Achieve high relaxation level that results in a high level of performance & creativity
Crucial statistics about the stress
What are stress, cause & effects?
Stress symptoms; psychological & physical signs
Behavior patterns and stress
Self-defense formula
Ways to conquer stress
Relaxation Techniques
Making use of stress as a positive tool
About The Training Provider: Contacts Plus
Contacts Plus - Contacts Plus is a young -spirited organization in Egypt with an ultimate goal to serve the Middle East North Africa (MENA) and Gulf Regions markets.
Since it was established in 2004, the company has adopted a strategic vision of deploying & applying the World Best Practices methodologies and Models in the Arab world.
Our edge is to integrate and harmonize the three business pillars:...
