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Call Centre Essentials and Telephone Etiquettes

CPD Accredited | Interactive Learning Materials | PDF Certificate Included | Tutor Support

Cambridge Open Academy

Summary

Price
£18 inc VAT
Study method
Online
Duration
5 hours · Self-paced
Access to content
Lifetime access
Qualification
No formal qualification
CPD
10 CPD hours / points
CPD What's this?
Certificates
  • Certificate of Completion (PDF) - Free
  • Certificate of Completion (Hard Copy) - £9.99
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
1 student purchased this course

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Overview

Master the art of exceptional customer service and enhance your communication skills with our Call Centre Essentials and Telephone Etiquettes course. From understanding the dynamics of a call centre to mastering telephone etiquettes and negotiation techniques, this course equips you with the essential knowledge to excel in the world of customer support.

Join us today and unlock the secrets to creating positive customer experiences that drive success.

Learning Outcomes:

  • Gain a comprehensive understanding of call centres and their role in customer service.
  • Develop the traits and qualities required to be an effective call centre agent.
  • Build strong relationships with customers and provide exceptional service.
  • Master telephone etiquettes and communicate effectively over the phone.
  • Acquire negotiation techniques and strategies to handle challenging situations.

CPD

10 CPD hours / points
Accredited by CPD Quality Standards

Course media

Description

Welcome to our Call Centre Essentials and Telephone Etiquettes course, where you will embark on a journey to becoming a skilled call centre professional. Through a series of carefully designed modules, you will explore the fundamentals of call centres, learning about their purpose, structure, and key responsibilities. Discover the traits and qualities that make a successful call centre agent, and understand the dynamics of building strong relationships with customers.

Learn the art of effective communication, both verbal and non-verbal, and gain insights into telephone etiquettes that create positive customer experiences. Develop negotiation techniques to handle difficult clients with confidence and professionalism. Additionally, explore call centre metrics and benchmarks, and stay updated with the latest technology trends shaping the industry.

This course is ideal for individuals aspiring to work in call centres or customer support roles, as well as professionals seeking to enhance their communication skills and customer service capabilities. Whether you are a fresh graduate or an experienced professional, this course will equip you with the essential knowledge and techniques to excel in the dynamic world of call centres.

Who is this course for?

  • Individuals aspiring to work in call centres or customer support roles.
  • Professionals seeking to enhance their communication skills in a customer-centric environment.
  • Fresh graduates looking to kickstart their career in the customer service industry.
  • Experienced professionals who want to expand their skill set and stay updated with industry trends.

Career path

  • Call Centre Agent: £17,000 - £25,000 per annum
  • Customer Service Representative: £18,000 - £28,000 per annum
  • Call Centre Team Leader: £22,000 - £35,000 per annum
  • Customer Experience Manager: £28,000 - £50,000 per annum
  • Call Centre Operations Manager: £35,000 - £60,000 per annum
  • Customer Service Director: £60,000 - £100,000+ per annum

Questions and answers

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Certificates

Certificate of Completion (PDF)

Digital certificate - Included

Certificate of Completion (Hard Copy)

Hard copy certificate - £9.99

Note: Delivery of hardcopy certificate is free within the United Kingdom. However, to obtain a hardcopy certificate, international students have to pay £19.99 for the shipment to their designated address.

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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