Call Center Skills Training Level 2 - CPD Certified & IAO Accredited

Call Center Agent is the representative of the whole company. By handling the incoming and outgoing calls, she plays an important in the overall images of the call centre business. The proper customer care will not only increase the number of clients but also spreads the reputation of the company. Advanced Call Centre Training Course provides highly interactive and practical techniques and strategies of call centre etiquette for the customer care professionals. The course will help you to improve the service levels of your call centre by engaging the employees with lively presentation and perfect attitudes. In the course, you will learn how to handle the customer queries, complaints, or any other support issues over the phone. Throughout the training course, you will be familiar with the proper call centre etiquettes.

Why Should You Choose Call Center Skills Training Level 2

• Internationally recognised accredited qualification
• 1 year accessibility to the course
• Free e-Certificate
• Instant certificate validation facility
• Properly curated course with comprehensive syllabus
• Full-time tutor support on working days (Monday – Friday)
• Efficient exam system, assessment and instant results
• Access to the course content on mobile, tablet or desktop from anywhere anytime
• Eligible for **NUS Extra** card which gives you 1000’s of discounts from biggest companies.

COURSE CURRICULUM

Understanding Customer Service

Understanding Customer Service

Identifying Customer Expectations

Providing Excellent Customer Service

Focusing on the Customer

Customer Service and the Telephone

Handling Complaints

Enduring Stress

Call Centre and Customer Service Basics

Module One – Getting Started

Module Two – The Basics (I)

Module Three – The Basics (II)

Module Four – Phone Etiquette

Module Five – Tools

Module Six – Speaking Like a Star

Module Seven – Types of Questions

Module Eight – Bench marking

Module Nine – Goal Setting

Module Ten – Key Steps

Module Eleven – Closing

Module Twelve – Wrapping Up

Call Centre & Customer Service Training Level 2- Activities

Telephone Etiquette

Module One – Getting Started

Module Two – Aspects of Phone Etiquette

Module Three – Using Proper Phone Language

Module Four – Eliminate Phone Distractions

Module Five – Inbound Calls

Module Six – Outbound Calls

Module Seven – Handling Rude or Angry Callers

Module Eight – Handling Interoffice Calls

Module Nine – Handling Voicemail Messages

Module Ten – Methods of Training Employees

Module Eleven – Correcting Poor Telephone Etiquette

Module Twelve – Wrapping Up

FAQs

Who is this course for?

• There is no experience or previous qualifications required for enrolment on this course. It is available to all students of all academic backgrounds.

Is this course accredited?

• Yes, this course is accredited by IAO and CPD Qualification Standards.

If I take the course, how will I be assessed?

• Once you complete all the lessons/units, you are required to sit an exam which is multiple-choice. Pass mark is 60%.

Does this course include exams?

• Yes, this course includes exams.

How can I achieve my certificate?

• Once you successfully pass your exam you can obtain your certificate of achievement either in PDF or hard copy format, or both, for an additional fee. Certificates are also available as e-certificates.

Is there any charge for certification?

• Yes, there is an additional charge for the certification service. Certificates are £4 each for PDFs and £8 each for hard copies. If both PDF and hard copy certificates are ordered at the same time, the cost is £10. E-certificates are available from your learning portal completely free of charge.

Can anyone validate my certificate through your website?

• Yes, there is a unique code issued for every certificate and anyone can validate your certificate by using this code through our website.

Are there any prerequisites for the course?

• There are no prerequisites for this course and it is open to everyone.

How long until I receive the course confirmation details?

• Once you purchase a course your account will be set up within 48 hours and you will receive an email with your account details.

For how long do I have access to the course?

• You will have access to the course for one year following purchase.

What support do you offer?

• We provide 24 hours live chat support and our customer service team is available during working hours to answer your phone calls.

This course opens a new door for you to enter the relevant job market and also gives you the opportunity to acquire extensive knowledge along with required skills to become successful in no time. You will be able to stand out in the crowd after completing this course. You will also be able to add our qualifications to your Resume and make yourself worthy in the competitive job industry.

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