Many of today’s contact centers have evolved from customer service centers to operations handling both service and sales. However, many centers miss much of the revenue opportunity hiding in customer calls. Ensure you’re making the most of sales opportunities with The Call Center School’s classes for frontline staff, supervisors, and managers.

The Call Center School provides four classes to help everyone in your call center perform their roles with confidence.

Frontline Classes

- Selling Through Service: Increasing Revenues with Customer-Focused Selling

-  Anatomy of a Sales Call: Four Steps to Successful Selling

Supervision Class

- Sales Coaching for Supervisors: Techniques for Maximizing Sales Management Team

- Building a Sales Operation: Ten Essential Elements for Telephone Sales Success

Learning Bundles

- 2-Part Frontline Telephone Sales Curriculum

- 4-Part Telephone Sales Curriculum

Telephone Sales Curriculum:

Selling through Service: Increasing Revenues by Customer-Focused Selling
Mar 1, Jul 12, Oct 25 – 2012

Selling isn’t just for sales reps anymore. As more call centers move toward up-selling and cross-selling, yesterday’s customer service agent needs to be today’s all-round service and sales representative with the knowledge and skills to develop and close sales and ensure a quality experience for each customer. This session will provide the basics of how to make the most of inbound sales opportunities, both in pure sales and service/sales environments. You’ll gain new perspectives on how upselling can benefit the customer and learn  upselling techniques that maximize the customer relationship as well as the company’s bottom line.

Seminar attendees will learn to:

• Identify sales opportunities in the everyday service environment.
• Identify up-sell opportunities at the end of a regular sales transaction.
• Overcome fear and reluctance to making the additional offer.
• Position the sale from the buyer’s perspective.
• Select the right words to support a “relationship selling” interaction.

Anatomy of a Sales Call:  Four Steps to Successful Selling
Mar 15, Jul 19, Nov 1 – 2012

Whether your calls are purely sales or order-taking opportunities or a potential sale at the end of a service or technical support transaction, there are still just four general components of a call. In this seminar, we’ll explore the four components of a sales call and what to say and do at each stage to best support the customer and make the sale. Learn how to make the most of the Engagement stage in the first few moments of a call and progress through a successful Discovery process. Once customer needs have been identified, learn how to present a Solution that is all about the customer and reach a Commitment that is a win-win scenario for the  center and the customer.

Seminar attendees will learn to:

• Identify the various types of sales opportunities and how they’re similar.
• Identify strategies to develop trust, confidence, and rapport in the Engagement stage.
• Outline questioning techniques and sharpen listening skills for the Discovery process.
• Position the Solution in a positive way from the customer’s perspective.
• Reach the Commitment level of the call and close the sale successfully.

Sales Coaching for Supervisors: Techniques for Maximizing Sales
Mar 22, Jul 26, Nov 15 – 2012

Most sales training programs have a very short-term effect on performance because new skills and capabilities are not consistently applied and reinforced. Training for frontline staff should ideally be accompanied by ongoing sales coaching in order to achieve consistent sales results. However, while many call center supervisors are equipped to coach a basic customer service call, they’re missing some skills for coaching and fine-tuning sales
behaviors on a call. This seminar will provide the needed skills and techniques to help supervisors guide and direct behaviors to maximize sales success.

Seminar attendees will learn to:

• Define sales goals and desirable call behaviors.
• Identify motivation factors and factors in getting agent buy-in for the sales process.
• Describe ways to establish and support a selling mindset for calls.
• Identify gaps in all four stages of a sales call and ways to direct change.
• Describe strategies for reinforcing successful sales behaviors.

Building a Sales Operation: Ten Essential Elements
Mar 29, Aug 2, Nov 8 – 2012

Creating a high-performance sales center is not just about teaching frontline staff to sell. It’s about creating a sales culture – an environment in which the tools, technologies, processes, and incentives all support maximum sales performance. This session provides a foundation for creating and sustaining a high-performance sales center. You’ll learn how to uncover hidden revenue opportunities and build a business case for implementing the needed systems and incentives for making those revenues a reality. You’ll also hear proven practices for setting performance criteria, selecting the best sales staff and training them effectively, coaching for sustained improvement, and proving incentives that reward the right behaviors.

Seminar attendees will learn to:

• Uncover hidden revenue opportunities, along with maximizing current revenue streams.
• Identify traits of the most successful sales people and how to interview and screen for these when interviewing.
• Outline the critical factors in the sales training curriculum.
• Define the most effective performance criteria and eliminate what is not working.
• Redesign the sales incentive plan to reward the right behaviors.

2-Part Frontline Telephone Sales Curriculum

Customer service agents in today’s world are increasingly becoming both service and sales agents. These two sessions, Selling Through Service and Anatomy of a Sales Call,  will help frontline staff make the most of inbound sales opportunities in both pure sales as well as service/sales environments.

Web Seminars – Price: $500 ( a $100 savings compared to single seminar pricing)

e-Learning – Price: $100

4-Part Telephone Sales Curriculum

Increase the effectiveness of your telephone selling program with these 4 web seminars. The 4 courses
include: Selling Through Service and Anatomy of a Sales Call for frontline staff, Sales Coaching for Supervisors, and Building a Sales Operation for the call center management team.

Web Seminars – Price: $1000 ( a $200 savings compared to single seminar pricing)

e-Learning – Price: $400