Telesales & Contact Centre Excellence: Practical Workshop

Course Introduction

Whether you are new to Telesales & Contact Centre Excellence or refining existing skills, this workshop-based course gives you a structured path through the subject as it applies to customer accounts, pipelines and service teams, guided by instructors who have worked in the field.

Training Objectives

• 01Describe how Telesales & Contact Centre Excellence is defined, governed and measured in international practice
• 02Work through typical situations in customer accounts, pipelines and service teams using structured Telesales & Contact Centre Excellence techniques
• 03Recognise common risks, errors and non-conformities linked to Telesales & Contact Centre Excellence — and how to prevent them
• 04Choose the right indicators and records to monitor Telesales & Contact Centre Excellence over time
• 05Translate the course learning into a realistic plan agreed with your line manager

What You Will Take Away

• Benchmarks and KPIs to track your own results
• A negotiation and communication cheat-sheet
• Worked examples using realistic regional scenarios

Who Should Attend

• Sales Managers & Executives
• Account Managers
• Customer Service Teams
• Business Development Officers

Prerequisites: Open to all levels; participants are encouraged to bring a real work challenge.

Training Methodology

Learning happens by doing — teams work through practical tasks, present their results and receive immediate feedback. Case material and examples are drawn from customer accounts, pipelines and service teams.

Day-by-Day Programme (5 Days)

• Day 1
  Getting oriented: the landscape of Telesales & Contact Centre Excellence

  Scope, terminology and the standards and regulations that shape Telesales & Contact Centre Excellence in customer accounts, pipelines and service teams.

• Day 2
  Core concepts and methods

  The principles, codes and best-practice approaches that leading organisations rely on for Telesales & Contact Centre Excellence.

• Day 3
  Applying it on the job

  Hands-on exercises using tools and templates for Telesales & Contact Centre Excellence, built around realistic situations in customer accounts, pipelines and service teams.

• Day 4
  Cases, risks and lessons learned

  Case studies, typical pitfalls and the risk and compliance issues that arise with Telesales & Contact Centre Excellence.

• Day 5
  Bringing it together

  Consolidation workshop, personal action planning and a closing knowledge check on Telesales & Contact Centre Excellence.

Upcoming Sessions