The opening course module begins by introducing candidates to effective verbal communication techniques and crucial characteristics. Along with an overview of the power and importance of professional-quality communication, candidates explore “Expressive, Enunciate, Engage, Energize” – aka the ‘Four Es of Effective Telephone Manner’.

Identifying and understanding the needs of a target audience follows as the primary focus of Module 2. The role the call centre worker plays in both defining and meeting customer needs/expectations is explored, along with the importance of effective audience/market analysis.

Course content in Module 3 moves onto an investigation of the power of precise and planned question-asking, from the perspective of a call centre employee. Along with an overview of the impact the word ‘no’ can have during specific conversations, candidates explore a series of effective probing techniques, the characteristics/effects of open and close questions and more.

A series of important telesales teachings follow in Module 4, which focuses primarily on efficient and effective sales-call strategies. Candidates investigate the role of telesales and telemarketing from a modern business perspective, along with the specifics and value of both cold-calling and warm-calling.

The following course module focuses primarily on script-development, guiding candidates through the process of planning and creating a powerful call centre script. Along with the core elements that make up the successful script, candidates also investigate the importance of continuous scripts maintenance/modification and how ‘cheat sheets’ can be used productively in telesales/customer service.

The basics of telephone negotiations follow in Module 6, in which several effective negotiation techniques and core principles are outlined and explored. Candidates discover several approaches for influencing customer opinion, proactive techniques for handling objections and how to maximize sale-closure rates.

In the closing course module, course content outlines a number of workable techniques and strategies for dealing with challenging customers and situations. Along with learning how to turn negative scenarios around in favour of the business, candidates also discover several helpful techniques for managing stress and anxiety.