Why People love our Training Materials?
Transformative training materials that elevate team performance!
Save time with ready-to-use materials, no prep needed.
Clear objectives help trainees know what they’ll achieve.
Adapt to any format: in-person, virtual, or hybrid.
Get high-quality solutions at a budget-friendly price.
Flexible modules let you easily customize the course if needed.
$199.95
$179.95
Your training Package is instantly downloaded after purchase
Implement strategies to help agents decrease their average handling time (AHT) without compromising service quality.
Equip your agents with the tools and techniques to handle calls more effectively, leading to enhanced customer satisfaction.
Empower your team with the skills to handle inquiries faster, improving productivity and call resolution rates.
Transformative training materials that elevate team performance!
Trainer Guide (45 Pages).
Student workbook (38 Pages).
Slide deck (41 slides).
Activity sheets (Pass the blocks, Rate my NPS).
Training support documents (Evaluation sheets, 5 Certificate templates, Training outline document)
22 Bonus activities
Power Point Review Game – An Exciting review challenge to end your training on a high note!
Mastering Effective Communication and Call Handling
The 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 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 rather improved.
Our Call Control training course equips participants with essential skills to manage customer interactions professionally and efficiently. This course focuses on call control techniques that improve customer satisfaction and reduce call handling time while ensuring difficult calls are de-escalated effectively.
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.
Detailed Outline of Topics included in this instant download training materials package
– Why is High AHT (Average Handling time) a problem?
– What is call control and why do calls go out of control?
– Are you an expert?
– Keeping callers focused on the issue.
– Importance of questions (Battleship activity).
– Effectively using open and closed questions to control calls.
– Types of questions to use.
-The call control process.
– Beginning the call and taking control – Clarifying the call purpose.
– Creating an opening questions & establishing call control.
– Following a pre-defined call structure.
– Using the caller’s name.
– Bridging – tactfully redirecting the conversation (4 step process).
– Doing your after call work during the call.
-Call control tips.
-Recorded calls critique session (5 actual good calls + 5 actual bad calls).
-why are you calling? (Role play activity).
Review Game – Power point Jeopardy style review game to end your class on a high note
1. Understand the Principles of Controlling calls
Participants will learn the fundamentals of controlling calls and have the skill to handle challenging conversations confidently. This module covers techniques for controlling and managing the flow of a call while maintaining customer satisfaction.
2. Handling Difficult Callers Confidently
Excel in utilizing strategies for dealing with difficult callers, handle complaints in a professional manner and learn to use specific de-escalation techniques to calm down customers showing strong emotions over the phone.
3. Proper Telephone Etiquette and Effective communication
Improve customer service/call center teams telephone etiquette skills by enhancing both their verbal and non-verbal communication skills. This module highlights the importance of active listening and empathy in any successful customer interaction.
4. Managing Long/Complex Calls
Equip call center teams with techniques to professionally handle and control long and complex calls in an efficient manner.
5. Resolving conflict on Calls
Give your teams the needed guidance to resolve disputes in a swift and effective manner by using a simple process for resolving conflict with callers swiftly and avoiding further escalations.
What You Get:
• A fully customizable training materials package including: Power Point slide deck, Trainer guide, Workbook, Exercise/activity sheets, additional training support documents and more.
• Practical tools for enhancing your call center agents ability to better control calls and handle customer interactions over the phone in a professional manner.
• Instantly downloadable and ready to use immediately.
Benefits:
• Enhance customer satisfaction by training your call center agents and customer service teams how to better control calls and keep conversations professional
• Give your employees the skills needed to handle difficult callers and teach them how to de-escalate calls professionally.
• Start implementing these skills quickly by getting these ready-to-use training materials instantly.
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This short video highlights a key concept from our training package, offering actionable insights and a taste of what our training materials can help you achieve.
Struggling to keep participants engaged until the very end of your training session?
A dry or monotonous wrap-up can leave your attendees disengaged and forgetful of the key concepts you’ve worked so hard to teach.
Our customizable PowerPoint review game transforms the end of your training into an exciting, competitive experience! Participants will compete to answer questions in fun, interactive rounds, ensuring they leave energized and with the knowledge firmly reinforced.
Fully customizable—adjust questions, images, and more.
Create countless review games for any training program.
Keep your participants engaged and excited until the very last minute.
Lifetime access means you can reuse and adapt training materials anytime.
Expertly crafted programs ensure professional-quality training.
Engage with hands-on exercises and real-world scenarios.
Access complete trainer guides, workbooks, and slides.
Start training right away with no extra formatting needed.
$199.95
$179.95
Your training Package is instantly downloaded after purchase
How it works?
Instantly downloadable packages with everything you need—guides, workbooks, slides, interactive activities, and a customizable review game to boost engagement.
Easily adapt materials to fit your goals, with modular structures allowing seamless integration into your existing content.
Developed by experts with over 20 years of experience, these materials deliver measurable results across industries and organizational levels.
Includes a variety of self-discovery exercises, activities, and games designed to enhance engagement, boost retention, and promote hands-on learning.
The most frequently asked questions around our training materials, for more faq's click the link below
How soon will I receive my training materials?
Immediately! Upon payment confirmation, you’ll get an email with download links.
In what format are the training materials provided?
All files come in MS Office format for easy editing.
Q: Can I get an invoice in my company’s name?
Absolutely! Contact us for an invoice, or modify it through our support team.
Can I view samples of the training materials?
Yes! Samples are available on each program’s page. Just scroll to the “Training Material Samples” section above.
Can I modify the course materials?
Yes! You can fully customize, copy, and adjust our materials for your training sessions. However, resale in any format is not permitted.
Is there support after purchase?
Yes, we provide ongoing support. Reach out anytime, or call our 24/7 toll-free number 1- 800- 561-9405 for assistance.
For more questions, feel free to contact us or click here for our full list of FAQs.
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