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Call Center Training and Operations

CPD Accredited | Free PDF & Hard Copy Certificate included | Free Retake Exam | Lifetime Access

Training Express Ltd

Summary

Price
£12 inc VAT
Study method
Online
Duration
2 hours · Self-paced
Access to content
Lifetime access
Qualification
No formal qualification
CPD
10 CPD hours / points
CPD What's this?
Certificates
  • Digital certificate - Free
  • Hard copy certificate - Free
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
2 students purchased this course

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Overview

Call centre operators often use a technique called "mirroring" to build rapport with customers. Mirroring involves subtly matching the customer's tone, speech patterns, and even their language. This can help put the customer at ease and create a more positive interaction. Our Call Center Training and Operations course is the key to unlocking your potential in the dynamic world of customer service. Delve into the essentials of call centre operations, master the art of effective communication, and learn to handle even the most challenging customers with finesse. You'll gain valuable insights into the latest call centre technology and trends, setting you on a path towards success in the industry. Join us and discover a world of opportunities in the call centre domain.

Key Features

  • CPD Accredited
  • FREE PDF + Hardcopy certificate
  • Fully online, interactive course
  • Self-paced learning and laptop, tablet and smartphone-friendly
  • 24/7 Learning Assistance
  • Discounts on bulk purchases

CPD

10 CPD hours / points
Accredited by CPD Quality Standards

Course media

Description

Course Curriculum

  • Module 01 : Introduction to Call Centre
  • Module 02 : Traits of a Call Centre Agent
  • Module 03 : Agent and Customer Relationship
  • Module 04 : Telephone Etiquettes
  • Module 05 : Communication Skills
  • Module 06 : Scripts and Negotiation Techniques
  • Module 07 : Managing Difficult Customers
  • Module 08 : Call Centre Metrics and Benchmarking
  • Module 09 : Call Centre Technology and Trends

Learning Outcomes:

  • Enhance your customer service abilities.
  • Develop strong communication skills.
  • Handle difficult customers with confidence.
  • Understand call centre metrics and benchmarks.
  • Stay updated with industry technology and trends.
  • Acquire negotiation techniques for successful interactions.

Accreditation

This course is CPD Quality Standards (CPD QS) accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field.

Who is this course for?

  • Aspiring Call Centre Agents
  • Customer Service Representatives
  • Entry-level Sales and Marketing Professionals
  • Individuals looking to improve their communication skills
  • Recent graduates seeking a career in customer service
  • Anyone interested in the call centre industry

Career path

  • Call Centre Agent
  • Customer Service Representative
  • Telemarketing Executive
  • Sales Support Specialist
  • Complaints Handler
  • Customer Relations Coordinator

Questions and answers

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Certificates

Digital certificate

Digital certificate - Included

Once you’ve successfully completed your course, you will immediately be sent a FREE digital certificate.

Hard copy certificate

Hard copy certificate - Included

Also, you can have your FREE printed certificate delivered by post (shipping cost £3.99 in the UK).
For all international addresses outside of the United Kingdom, the delivery fee for a hardcopy certificate will be only £10.
Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

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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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