Outbound Calling that Counts

Workshop Overview

Outbound calling can be one of the most challenging functions in an organization. Callers have a very small window of opportunity to make a positive impression on the client. It can, however, be the most intrinsically rewarding position for people with a positive understanding of the importance of their role in forming and reinforcing client relationships. An outbound calling team in a customer contact center can be your most energetic and influential of groups, provided the foundation is strong. This course provides the tools to build that foundation.

Who Should Attend

All employees involved in a customer care center’s outbound calling/selling area, including all leaders and frontline officers.

What You will Learn

Participants will:

• Understand the importance of the outbound call.
• Overcome facing the challenges inherent in the outbound call.
• Identify the challenges of supporting a national client base.
• Learn how to engage customers quickly.
• Practice grabbing listener interest quickly.
• Getting conversation commitments from the contact.
• Learn the power of scripting in an effective outbound call.
• Practice dealing with objections and running ‘objection clinics’.
• Practice questioning strategies and building ‘Yes Momentum’.
• Understand the value of client segmentation.
• Understand the impact of volume, inflection, tone, articulation, language, and speed on telephone communication.
• Appreciate the power of the pipeline – understanding the equation between “quantity” and “quality” of conversations.
  
  

After the Workshop, You'll Be Able To:

• Communicate effectively using the telephone.
• Alter your approach for demographic & geographical differences.
• Capture a contact’s attention in the first 10 seconds.
• Use effective benefits and value statements.
• Gain permission to ask questions.
• Script an effective outbound call.
• Deal effectively with objections.
• Ask valuable questions and build “Yes Momentum”.
• Maintain motivation through ups and downs of outbound calling.
  

Other Features

This enjoyable, valuable, interactive seminar is facilitated using large and small group exercises, fun activities, skills practices, and individual work.

Because of the emphasis on hands-on skills practice with the program, class size is limited to a maximum of 14 participants.

Contact Us

If you have a question or would like to talk with us about your training project, please contact us.