Call Centre Agent Training

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

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.

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

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

Currently there are no Q&As for this course. Be the first to ask a question.

Certificate of completion

Digital certificate - Included

Certificate of completion

Hard copy certificate - £15.99