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Call Centre Agent Training
Janets

CPD Accredited Course | Advanced Study Materials | 100% Learning Satisfaction | 24/7 Expert Support

Summary

Price
£19 inc VAT
Study method
Online
Duration
5 hours · Self-paced
Access to content
Lifetime access
Qualification
No formal qualification
CPD
10 CPD hours / points
CPD What's this?
Certificates
  • Certificate of completion - Free
  • Certificate of completion - £15.99
Assessment details
  • Multiple Choice Questions (MCQ)/Assignment (included in price)
Additional info
  • Tutor is available to students
3 students purchased this course

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AI overview

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Unlock your potential as a call centre agent with our comprehensive training course. Gain essential communication skills, master effective telephone etiquette, and learn negotiation techniques to excel in this dynamic industry.

What you'll learn
  • Develop communication skills for effective call centre interactions
  • Build positive relationships with customers
  • Understand call centre metrics and benchmarks
  • Explore the latest call centre technology and trends
Who the course is for
  • Individuals interested in starting a career in the call centre industry
  • Existing call centre agents looking to enhance their skills and knowledge
  • Customer service representatives wanting to expand their skillset
Key features
  • Suitable for learners wanting flexibility
  • Perfect for learners needing maximum flexibility around commitments
Skills & outcomes
  • Skills-based course designed to build practical knowledge in call centre operations
  • Skills covered could be beneficial for roles such as call centre agent, customer service representative, and customer service team leader
  • 10 CPD points

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Overview

Welcome to the exciting world of call centres, where every day is an opportunity to provide exceptional customer service and make a difference. Our Call Centre Agent Training course is designed to help you become a valuable asset to any call centre by equipping you with the knowledge and skills necessary to excel in your role.

Throughout the course, you will learn about the various traits that define a successful call centre agent and how to develop these traits within yourself. From communication skills to negotiation techniques, we cover every aspect of customer interaction, ensuring you are equipped with the tools you need to make every customer feel valued.

Our course is designed to be accessible to anyone, regardless of their background or experience level. We know that every call centre is unique, which is why we provide an in-depth understanding of call centre metrics and benchmarks, so you can adapt your skills to any environment. We also explore the latest call centre technology and trends, giving you the knowledge you need to stay ahead of the curve.

By the end of this course, you will be a confident and capable call centre agent capable of providing exceptional service to any customer. Join us today and take the first step towards an exciting and rewarding career in the world of call centres.

Learning Outcomes:

  • Develop essential communication skills for call centre interactions
  • Learn the importance of building and maintaining positive relationships with customers
  • Gain knowledge of effective telephone etiquette to improve customer satisfaction
  • Acquire negotiation techniques to handle difficult clients and situations
  • Understand call centre metrics and benchmarks to evaluate performance and improve results
  • Explore the latest call centre technology and trends to stay ahead of the curve

Certificates

Certificate of completion

Digital certificate - Included

Certificate of completion

Hard copy certificate - £15.99

Hardcopy Certificate only at £15.99 with free delivery in the UK. International students have to pay an additional £9.99 as shipment fees.

Assessment details

Multiple Choice Questions (MCQ)/Assignment

Included in course price

CPD

10 CPD hours / points
Accredited by CPD Quality Standards

Course media

Description

Our Call Centre Agent Training course is a comprehensive course designed to equip individuals with the necessary skills and knowledge to excel in the world of call centres. Through interactive lessons and engaging activities, participants will learn how to develop essential communication skills, build positive relationships with customers, and master effective telephone etiquette. They will also gain valuable insights into negotiation techniques to handle difficult clients and situations, as well as an understanding of call centre metrics and benchmarks to evaluate performance and improve results.

Additionally, participants will explore the latest call centre technology and trends, ensuring that they stay ahead of the curve in this ever-evolving industry. Our course is designed to be accessible to anyone, regardless of their background or experience level, making it an ideal choice for those who are looking to start a career in the call centre industry or those who wish to enhance their skills and knowledge.

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: Negotiation Techniques
Module 07: Managing Difficult Clients
Module 08: Call Centre Metrics and Benchmarks
Module 09: Call Centre Technology and Trends

Method of Assessment

To complete the course, students will have to take an automated multiple-choice exam for all the courses. These exams will be online and you will need to score 60% or above to pass. After passing the exams, you will be able to apply for the certificates.

Who is this course for?

This course is ideal for:

  • Individuals interested in starting a career in the call centre industry
  • Existing call centre agents looking to enhance their skills and knowledge
  • Managers looking to improve the performance of their call centre team
  • Customer service representatives looking to expand their skillset
  • Anyone interested in developing effective communication skills

Career path

Our course will prepare you for a range of careers, including:

  • Call Centre Agent: £16,000 - £24,000
  • Customer Service Representative: £18,000 - £28,000
  • Customer Service Team Leader: £22,000 - £32,000
  • Call Centre Manager: £30,000 - £50,000
  • Operations Manager: £35,000 - £60,000
  • Customer Experience Manager: £40,000 - £70,000

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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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