{"product_id":"advanced-call-center-training","title":"Advanced Call Center Training","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Advanced Call Center Training.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThis course will provide an overview of Consumer Driven Healthcare Plans (CDHPs) and will detail the various types of plans that are offered. After completing this course, the learner will understand:\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eBuild a practical understanding of the key concepts covered in Advanced Call Center Training.\u003c\/li\u003e\n\u003cli\u003eRecognise where the topic applies in real workplace or business situations.\u003c\/li\u003e\n\u003cli\u003eApply the methods and good-practice approaches covered in the course with greater confidence.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for business professionals, administrators, managers and learners who want practical workplace skills they can apply immediately.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003e\u003cu\u003e\u003cstrong\u003eCourse\u003cspan\u003e Outline\u003c\/span\u003e\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003eSeat Time: 1.25hrs - Desc:\u003c\/p\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003eThis course will provide an overview of Consumer Driven Healthcare Plans (CDHPs) and will detail the various types of plans that are offered. After completing this course, the learner will understand:\u003c\/p\u003e\n\u003cul class=\"ng-scope\" data-mce-fragment=\"1\"\u003e\n\u003cli data-mce-fragment=\"1\"\u003eThe call script.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\"\u003eTypes of negotiations.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\"\u003eThe changing customer.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics: \u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT1. The Types of Calls:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of cold calls, overcoming call reluctance, dealing with gatekeepers, and warm calls.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT2. The Call Script:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of cold call scripting, the components of the cold call script, tips for developing an effective script, and cheat sheets.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT3. Customers and Change:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of changing customers, how to offer extraordinary service, customer wants, and up-selling.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT4. Negotiations:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of negotiation skills, the phases of negotiation, how to successfully prepare, exchanging information, bargaining, commitment and closing.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT5. Types of Negotiations:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of the types of negotiation, integrative\/distributive negotiations, inductive\/deductive negotiations, alternative dispute resolution, and non-negotiable positions and options.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/basic-call-center-training\"\u003eBasic Call Center Training\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e \u0026gt; Advanced Call Center Training\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e\n\u003cp\u003e\u003cstrong\u003eRelated eBSI learning pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e","brand":"Bankers Academy","offers":[{"title":"Individual Licence (EUR 60)","offer_id":39884408651954,"sku":"BA-005","price":66.0,"currency_code":"USD","in_stock":true},{"title":"5 Licences (EUR 50 each)","offer_id":59260492677468,"sku":null,"price":275.0,"currency_code":"USD","in_stock":true},{"title":"10 Licences (EUR 40 each)","offer_id":59260492710236,"sku":null,"price":440.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/BA-005AdvancedCallCenterTrainingCover.png?v=1619820400","url":"https:\/\/www.ebsiamericas.com\/products\/advanced-call-center-training","provider":"eBSI Export Academy","version":"1.0","type":"link"}