Call Center Outbound

call center outbound

The Call Center is the organized telephone hub where most inbound and outbound calls are made by different teams. It is the stage on which the outbound agent performs his or her daily work. Often the Outbound agents work with targets or a bonus system; sometimes as an individual and/or sometimes as an Outbound Team.

Agents who make outbound telephone calls in a Call Center are armed with their headsets and their telephone call list, or the screens on their computers. They are active the whole day calling customers (for example to sell more to existing customers) or calling companies and organizations that cannot yet be considered as customers in order to make commercial contact. In both situations this really is TOP Sport. In every call, every contact, the Outbound agent must attack and go for results.

Approach

During the training the participants will work with the telephone script for making appointments with the customer or prospect. The participants will learn from best practice tips and experience learning through practical exercises. The exercise sessions will be recorded on sound cassettes and/or videotapes.

Topics

Making appointments over the telephone using a telephone script

Selling via the telephone: conversation structure

Greeting, introducing oneself, and the “hook” (reason for calling)

Qualifying the customer and the customer’s requirements

Overcoming initial resistance

Interest generators and how to address the customer (the “you”-approach)

The Perfect Price Presentation

Talking the “Same” Language

Overcoming Objections

How to Recognize Buying Signals and How to Take Advantage of Them

Ending the conversation

Training Objectives

At the end of this training you will be able to:

Conduct calls with greater self-confidence
Approach existing and prospective customers more actively
Conduct structured result-oriented calls
Overcome objections successfully
Make appointments over the phone

Duration: Two Days

Programme Schedule

Day One

Introduction & Welcome

Programme Objectives

Personal Objectives

Why do Customers Leave?

Making Appointments by Telephone

Tips for making appointments by telephone

The Steps in an (Outbound) Telephone

Sales Conversation

Be prepared when you call!

Working with Scripts

Objections from the receptionist/secretary

Opening the conversation (Steps 1 and 2)

Qualifying (Step 3)

Presentation (Step 4)

Providing customer-specific added value

From script to presentation

Overcoming objections

Closing (Step 6)

Handling Complaints

Personal Action Planning

Day Two

Welcome Back