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Call Centre Agent Training
Cambridge Open Academy

Big Sale Event | CPD Accredited | Interactive Learning Materials | Free PDF Certificate | Tutor Support | Updated 2025

Summary

Price
£21 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 (PDF) - Free
  • Certificate of Completion (Hard Copy) - £9.99
Assessment details
  • Mock Exam & Final Exam (included in price)
Additional info
  • Tutor is available to students
2 students purchased this course

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Overview

Welcome to the comprehensive 'Call Centre Agent Training' course, brought to you by Cambridge Open Academy. This dynamic online program is meticulously designed to equip aspiring call centre agents with the essential skills and strategies to excel in the fast-paced world of customer interactions.

Our expertly curated curriculum covers a spectrum of topics, including effective communication techniques, active listening, problem-solving, objection handling, and time management. Dive into modules that focus on building rapport, empathy, and professionalism while navigating challenging scenarios.

Through interactive simulations, real-life case studies, and role-playing exercises, learners will gain hands-on experience in managing calls, addressing customer concerns, and converting inquiries into sales opportunities. Our industry-seasoned instructors will share insights on utilizing cutting-edge CRM tools and leveraging persuasive language to drive successful sales outcomes.

Embark on a journey towards becoming a confident and skilled call centre agent, ready to meet targets and exceed customer expectations. Join Cambridge Open Academy today and unlock a future of rewarding sales achievements.

Learning Outcomes:

  • Acquire a solid understanding of call centre operations and their importance.
  • Develop key traits contributing to an effective and successful call centre agent.
  • Establish and maintain positive relationships with customers for better client satisfaction.
  • Hone telephone etiquette and refine communication skills to deliver exceptional service.
  • Master negotiation techniques to address client concerns and achieve desired outcomes.
  • Learn strategies for handling demanding clients and resolving challenging situations.
  • Knowledge of call centre metrics, benchmarks, and technology trends for overall efficiency.

Certificates

Certificate of Completion (PDF)

Digital certificate - Included

Once you have successfully completed the course, you will receive a CPD Accredited PDF certificate completely free of cost as a proof of your accomplishment.

Certificate of Completion (Hard Copy)

Hard copy certificate - £9.99

Note: Delivery of hardcopy certificate is free within the United Kingdom. However, to obtain a hardcopy certificate, international students have to pay £19.99 for the shipment to their designated address.

Assessment details

Mock Exam & Final Exam

Included in course price

Mock Exam

  • You may attempt the Mock Exam up to 3 times
  • Mock exams are for practice and do not affect your final certification

Final Exam

  • You are allowed 1 attempt at the Final Exam
  • A passing score is needed to receive your course certificate

Reattempt Policy

  • If you don't pass the Final Exam, you may retake it by paying a £3.99 reassessment fee.

CPD

10 CPD hours / points
Accredited by CPD Quality Standards

Course media

Description

Our Call Centre Agent Training course is designed to instil the theoretical foundations necessary for success in the customer service industry. This course will provide you with the knowledge and tools to navigate the dynamic world of call centres, focusing on effective communication, customer relationship management, and conflict resolution.

This comprehensive Call Centre Agent Training course provides in-depth training on the key responsibilities of a call centre agent. You'll learn how to handle customer inquiries, manage difficult calls, and maintain high levels of customer satisfaction. The course covers essential topics such as call handling techniques, effective communication, and problem-solving skills. With practical exercises and real-world scenarios, you'll gain the confidence and expertise to thrive in a call centre role.

You'll delve into the latest call centre technology trends, metrics, and benchmarks to ensure you're well-equipped to excel in your role. Elevate your career by enrolling in this comprehensive course and unlock the potential to become a sought-after call centre agent.

Here is the curriculum breakdown of the Call Centre Agent Training course below:

  • 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

Who is this course for?

Call Centre Agent Training course is perfect for anyone looking to start a career as a call centre agent or for those already in the field who want to enhance their skills. It's ideal for individuals seeking to improve their customer service abilities, learn call handling strategies, and increase their effectiveness in a call centre environment. Whether you're new to the industry or looking to advance your career, this course provides valuable insights and practical knowledge.

Call Centre Agent Training course Course is also beneficial for:

  • Aspiring call centre agents seeking a robust theoretical background.
  • Customer service professionals wanting to enhance their skills and knowledge.
  • Team leaders or supervisors aiming to understand call centre operations better.
  • Business owners looking to improve their customer support strategies.
  • Individuals interested in learning about call centre dynamics and customer communication.

Requirements

Our Call Centre Agent Training course course does not require any pre-knowledge to pursue the course. And it is compatible with any kind of device. You will get the same experience in learning whether you are using Windows, Mac, a smartphone or tablet. You can access the course materials with any kind of connection, from anywhere, without any limitation!

Career path

  • Call Centre Agent – £18,000 to £28,000 per year
  • Customer Service Advisor – £20,000 to £30,000 per year
  • Client Support Coordinator – £22,000 to £32,000 per year
  • Customer Experience Specialist – £25,000 to £35,000 per year
  • Call Centre Supervisor – £28,000 to £40,000 per year
  • Customer Relations Manager – £35,000 to £50,000 per year

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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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