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It's Your Call

Your call-center personnel will learn from this program how to maintain ownership of a call while still staying friendly, interested and providing excellent customer service. The techniques guarantee a healthy call rate without sacrificing customer service.

  • Teaches CSRs how to stay focused
  • Maintains high service levels
  • Improves call center results
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This program's producer has chosen CRM Learning to manage its US distribution. You can feel confident that it meets the same quality guidelines as our own products. All CRM Learning discounts apply.

This product does not have:
  • Sample Training Guide

It's Your Call

Run time: 14 Minutes

Part of the Just A Call Away Series on telephone skills.

Lena works as a customer service agent in a busy call center. When she receives her quota sheet for the month, she is horrified to see that the company wants her to keep up her number of calls while increasing the number of sales on a value-added package. From her point of view, she's already going as fast as she can.

To add to her frustration, the very next call is from a delightful old man who is completely inexperienced with using their service. He also believes that everyone must have plenty of time to listen to his stories.

Our story follows Lena as she finds ways to shave precious minutes off her call times, and increase her sales, without compromising service.

Participants will learn to:
  • Give the caller full attention
  • Keep control with “back-on-track” questions
  • Listen for clues to cross-sell and up-sell
  • Use product knowledge to offer choices
  • Overcome objections

A New Media Now Title


  • DVD
  • Leader's Guide PDF
  • (Support materials will be emailed to buyers)


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Cage Code: 3Q5F1, Status: Active, Expiration 01/20/2021

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