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Call Centre - Achieving Best Practice

Practical Training for Professionals

Summary

Price
£516 inc VAT
Study method
Classroom
Duration
Part-time
Qualification
No formal qualification
CPD
6 CPD hours / points
CPD What's this?
3 students enquired about this course

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Location & dates

Location

Address
Somerset House
Temple Street
BIRMINGHAM
West Midlands
B25DP
United Kingdom
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Address
EEF Venues
Clifton Down
Bristol
Avon
BS83NB
United Kingdom
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Address
Cheadle House
Cheadle Royal Business Park
Cheadle
Cheshire
SK83FS
United Kingdom
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Address
&Meetings
150 Minories
City of London
London
EC3N1LS
United Kingdom
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Overview

Call Centre - Achieving Best Practice - Overview

This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls to the company. Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service. They are constantly encouraged to look through the eyes of the customer and, by means of a series of role-plays are able to understand and implement a series of measures to ensure that their business is always seen in the best light.

This customer care training course is available throughout the UK.

CPD Value 5.5 Hours

Course Locations

Call Centre - Achieving Best Practice London
Call Centre - Achieving Best Practice Manchester
Call Centre - Achieving Best Practice Nottingham
Call Centre - Achieving Best Practice Birmingham
Call Centre - Achieving Best Practice Bristol
Call Centre - Achieving Best Practice Edinburgh
Call Centre - Achieving Best Practice Leeds

CPD

6 CPD hours / points
Accredited by Approved By Law society

Description

Call Centre - Achieving Best Practice - Timetable

09:30 - 09:45 Coffee & Introduction.

09:45 - 10:45 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates' personal experience of poor service.)

10:45 - 11:00 Incoming Calls - The Basics & Handling Complaints (First impressions, Answering the Telephone, The Correct Vocabulary)

11:00 - 11:15 Coffee Break

11:15 - 11:45 Task 2: What Are Your Objectives?

11:45 - 12:45 Delegates to Mark Pre-recorded Customer Complaints Calls (Here delegates use their own scoring systems and the whole group discusses whether these marking procedures can be improved.)

12:45 - 13:00 Review of Morning Activities

13:00 - 14:00 Lunch

14:00 - 14:30 Customer Care - Best Practice (Dealing with difficult situations, remaining calm under stress.)

14:30 - 15:30 Role Plays

15:30 - 16:30 Best Role Plays Repeated to Whole Group

16:30 Summary and Action Plans Agreed


Call Centre - Achieving Best Practice - Benefits

  • Greater confidence when taking incoming calls
  • Telephone 'etiquette' when answering, holding or transferring calls
  • Understand the importance of customer care in relation to incoming calls
  • How to handle complaints in a positive way Agreeing best practice methods
  • Agreeing best practice methods

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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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Similar subjects: Communication, Personal development