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Communication and Call Center Agent Skills

Get a Free:(Workplace Productivity) Course! Updated Materials | CPD Certified | 24/7 Tutor Support | Lifetime Access

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Summary

Price
£14 inc VAT
Study method
Online
Duration
5 hours · Self-paced
Access to content
Lifetime access
Qualification
No formal qualification
CPD
20 CPD hours / points
CPD What's this?
Certificates
  • Certificate of Completion - Digital Certificate - £5.99
  • Certificate of Completion - Hard copy Certificate - £12.99
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Overview

Call centre agents are the unsung heroes of the business world. They are the ones who answer customer inquiries, resolve problems, and provide support. They are the first point of contact for many customers, and their interactions can make or break a company's reputation.

If you are interested in a career in call centre, then the Call Center Agent course is the perfect place to start.

Learning Outcome:

  • Understand the fundamentals of call centres and their importance in customer service.
  • Develop the traits and qualities of an exceptional Call Centre Agent.
  • Cultivate effective communication skills and telephone etiquette.
  • Acquire negotiation techniques to handle challenging situations with finesse.
  • Gain knowledge of call centre metrics, technology, and industry trends.

Certificates

Certificate of Completion - Digital Certificate

Digital certificate - £5.99

  • You will immediately get your CPD-accreditedDigital Certificate for £5.99 (each).

Certificate of Completion - Hard copy Certificate

Hard copy certificate - £12.99

You can get the CPD Accredited Hard Copy Certificate for £12.99. Also, you'll have to pay the shipping charge of just £3.99 (inside the UK) and £10.99 (International).

CPD

20 CPD hours / points
Accredited by CPD Quality Standards

Course media

Description

The Call Centre Agent course immerses you in a comprehensive journey through the world of customer service. Begin with Module 01, "Introduction to Call Centre," where you'll explore the vital role call centres play in delivering exceptional customer experiences. Discover the key traits and qualities that define an outstanding Call Centre Agent in Module 02, and learn how to build strong relationships with customers in Module 03.

In Module 04, master the art of telephone etiquette, ensuring every interaction is professional and engaging. Enhance your communication skills in Module 05 as you delve into the power of effective words, tone, and non-verbal cues. Module 06 equips you with negotiation techniques to navigate difficult client interactions gracefully, while Module 07 prepares you to handle challenging situations with poise and empathy.

Process of Evaluation

After studying the Communication and Call Center Agent Skills Course, your skills and knowledge will be tested with an MCQ exam or assignment. You have to get a score of 60% to pass the test and get your certificate.

Certificate of Achievement

After completing the Communication and Call Center Agent SkillsCourse, you will immediately get your CPD-accredited digital certificate for £5.99 (each). To get the hardcopy certificate for £12.99 (each), you also have to pay the shipping charge of just £3.99 (UK) and £10.99 (International).

Who is this course for?

  • Individuals aspiring to become Call Centre Agents.
  • Customer service professionals seeking to enhance their skills.
  • Business owners or managers aiming to improve their call centre operations.

Career path

  • Call Centre Agent: £17,000 - £25,000 per annum.
  • Senior Call Centre Agent: £22,000 - £30,000 per annum.
  • Call Centre Team Leader: £25,000 - £35,000 per annum.
  • Call Centre Manager: £30,000 - £45,000 per annum.
  • Customer Service Manager: £35,000 - £55,000 per annum.

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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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