Certificate in Contact Centre Training - Online CPD Accredited Training Course
Octrac consulting
Summary
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Overview
Certificate in Contact Centre Training - Online CPD Accredited Training Course
For many people, the term Contact Centre relates to sales calls and telemarketers. There are so many avenues that a contact centre can be of assistance within a company that do not pertain to sales calls. A contact centre can provide customer support, information technology support, and much more.
Study method - Online, self-paced (4-6 study hours)
Course format - Online (24/7 access), modular
Course Duration - Part-time (1 year access)
Qualification - Certificate of completion
Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones
Course accreditation
The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.
CPD
Description
Course aims
With our “Contact Centre Training” e-learning course, participants will discover the basic elements of being an effective employee of a contact centre.
The key to having a great customer experience using a contact centre is in the training. A well-trained contact centre can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.
Course objectives
The objectives of this contact centre training online course are to:
- How to get management involved in training.
- Why peer training works.
- That manners are important with a contact center.
- How to build rapport with the callers.
- How to deal with difficult customers.
What’s covered in this course?
This contact centre training e-learning course covers the following:
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: It Starts at the Top
- Create an Open Culture
- Understand Goals
- Understand Agents’ Responsibilities
- Identify Education Opportunities
- Case Study
- Module Two: Review Questions
Module Three: Peer Training
- Top Performing Employees
- Discuss Role with Company
- Critique Previously Recorded Calls
- Cross Training
- Case Study
- Module Three: Review Questions
Module Four: How to Build Rapport
- Smile in Your Voice
- Engage in Small Talk
- Listen, Acknowledge, and Empathize
- Be Yourself
- Case Study
- Module Four: Review Questions
Module Five: Learn to Listen
- Allow Customer to Talk
- Avoid Judgment
- Take Notes
- Recap the Call
- Case Study
- Module Five: Review Questions
Module Six: Manners Matter - Etiquette & Customer Service (I)
- Scripting
- Dead Air
- Tone & Inflection
- Saying it the Right Way
- Case Study
- Module Six: Review Questions
Module Seven: Manners Matter - Etiquette & Customer Service (II)
- “Reading” Your Customers
- Properly Transferring Calls
- Going the Extra Mile
- Limit Information
- Case Study
- Module Seven: Review Questions
Module Eight: Handling Difficult Customers
- Keep Calm
- Listen, Repeat, and
- Avoid Placing Blame
- Solve the Problem
- Case Study
- Module Eight: Review Questions
Module Nine: Getting the Necessary Information
- Have a Checklist
- Linear Thinking
- Open-Ended Questions
- Close-Ended Questions
- Case Study
- Module Nine: Review Questions
Module Ten: Performance Evaluations
- Consistent Service
- Abandoned Calls
- Speed of the Answer
- Length of Call
- Case Study
- Module Ten: Review Questions
Module Eleven: Training Doesn’t Stop
- Evaluate Progress
- Get Feedback on Training
- Kudos to Deserving Employees
- Have Monthly Meetings
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
What is a contact centre?
"A contact centre, also called call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone"
Why choose our online training courses?
All our e-learning courses can be accessed on any electronic/computerised device. You can study at work or at home, in your own time and at your own pace!
- Easy to follow and understand
- Only 4 to 6 hours recommended study time
- 1 year access to course & learning materials
- Access your course anytime, anywhere & on any device
- Complete course on desktop computer, laptop, tablet or smartphone
- Additional references and downloadable materials available
Certificate in Contact Centre Training - Online CPD Accredited Training Course
Who is this course for?
Our leadership, management and soft skills e-learning courses are suitable for those looking to improve their skills and advance their career.
Requirements
Access to desktop, laptop, tablet or smartphone device.
Career path
Our management, leadership and online courses range from introductory modules at Level 1 to advanced and expert modules up to Level 6
All our e-learning modules count towards CPD hours for professionals in various sectors to meet mandatory and statutory requirements
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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.
