Advanced Call Center Training

Course Outline

Seat Time: 1.25hrs - Desc:

This 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:

• The call script.
• Types of negotiations.
• The changing customer.

Course Topics: 

T1. The Types of Calls: This topic will provide an overview of cold calls, overcoming call reluctance, dealing with gatekeepers, and warm calls.

T2. The Call Script: This 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.

T3. Customers and Change: This topic will provide an overview of changing customers, how to offer extraordinary service, customer wants, and up-selling.

T4. Negotiations: This topic will provide an overview of negotiation skills, the phases of negotiation, how to successfully prepare, exchanging information, bargaining, commitment and closing.

T5. Types of Negotiations: This 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.