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Call Centre Training

Sharpen your customer service skills with “Comprehensive Call Centre Training”, covering agent traits to managing challenging customers.

★ ★ ★ ★ ★

4.6 (34 reviews)

85 enrolled on this course

GET THIS COURSE AND 3000+ OTHERS FOR ONLY £49 PER YEAR. FIND OUT MORE

What Will I Learn?

Understanding of the structure, roles, and functions of a call centre.

Mastery in delivering clear, concise, and courteous verbal and non-verbal messages.

Ability to adapt scripts and employ negotiation skills in customer interactions.

Capability to manage difficult customer scenarios, using empathy and problem-solving.

Proficiency in the use of call centre metrics for benchmarking and continuous improvement.

Course Overview

Call Centre Training is a comprehensive course designed to provide you with the skills and knowledge to thrive in a customer-centric environment. The course explores the fundamentals of call centre operations and the nuances of the agent-customer relationship. It offers in-depth insights into telephone etiquette, effective communication strategies and negotiation techniques. Call Centre Training also covers the management of difficult customers and introduces key performance indicators essential for benchmarking performance. With a unique blend of theoretical knowledge, this course sets the stage for you to excel in the dynamic world of call centres.

Preview

Career Path

Call Centre Agent: Start as a front-line agent, handling customer inquiries and providing service.

Customer Service Supervisor: Progress to overseeing a team of agents and ensuring top-notch customer service.

Quality Assurance Analyst: Utilise the skills to evaluate and improve the call centre's service quality.

Call Centre Manager: Advance to managing all aspects of the call centre's operation, from staffing to strategic planning.

Customer Experience Manager: With in-depth understanding of customer interaction, strategise to enhance customer satisfaction and overall experience.

Certification

After successfully completing the course, you will be able to get the UK and internationally accepted certificate to share your achievement with potential employers or include it in your CV.

Course Curriculum

Module 1: Introduction to Call Centre
	Module 1: Introduction to Call Centre	00:14:00
Module 2: Traits of a Call Centre Agent
	Module 2: Traits of a Call Centre Agent	00:13:00
Module 3: Agent and Customer Relationship
	Module 3: Agent and Customer Relationship	00:15:00
Module 4: Telephone Etiquettes
	Module 4: Telephone Etiquettes	00:10:00
Module 5: Communication Skills
	Module 5: Communication Skills	00:13:00
Module 6: Scripts and Negotiation Techniques
	Module 6: Scripts and Negotiation Techniques	00:13:00
Module 7: Managing Difficult Customers
	Module 7: Managing Difficult Customers	00:09:00
Module 8: Call Centre Metrics and Benchmarking
	Module 8: Call Centre Metrics and Benchmarking	00:16:00

Course Cloud Endorsed

Benefits:

Accredited and Endorsed
Professional Credibility
Evidence of Achievement
Certification Validation
Skill Development

CPD QS Accredited

Benefits:

Recognised Internationally
Awarded CPD Hours & Points
Free Additional Transcript
Employer Recognised
Competitive Edge

~~£ 50~~

£ 25

( 50% Off Limited Time )

TAKE THIS COURSE

ALL COURSES FOR £49

This Course Includes

8 Units
1 Year Access
1 hour, 43 minutes
Intermediate
Accredited Certificate

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Which courses will I be able to study?

As a Lifetime Prime Member, you will receive lifetime access to our entire course library and a student ID card. You will also receive a PDF certificate with every course you complete. Furthermore, you can get unlimited PDF transcripts and 5 hardcopy certificates.

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Welcome to

Course Cloud

Call Centre Training

GET THIS COURSE AND 3000+ OTHERS FOR ONLY £49 PER YEAR. FIND OUT MORE

What Will I Learn?

Course Overview

Preview

Career Path

Certification

Course Curriculum

Course Cloud Endorsed

Benefits:

CPD QS Accredited

Benefits:

This Course Includes

Share this Course:

Frequently asked questions

Frequently Bought Together

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Certificate Validator

Important Links

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