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Call Centre Agent Training

CPD Accredited | Interactive Learning Materials | Free PDF Certificate | Tutor Support | Lifetime Access

Cambridge Open Academy


£14 inc VAT
Study method
5 hours · Self-paced
Access to content
Lifetime access
No formal qualification
10 CPD hours / points
  • Certificate of Completion (PDF) - Free
  • Certificate of Completion (Hard Copy) - £9.99
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

1 student purchased this course

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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.


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.


10 CPD hours / points
Accredited by CPD Quality Standards

Course media


Embark on a transformative learning experience with our Call Centre Agent Training course, 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.

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?

  • 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.

Career path

  • Call Centre Agent (Salary range: £18,000 - £24,000)
  • Customer Service Representative (Salary range: £18,000 - £25,000)
  • Team Leader (Salary range: £25,000 - £35,000)
  • Call Centre Supervisor (Salary range: £27,000 - £40,000)
  • Quality Assurance Analyst (Salary range: £23,000 - £35,000)
  • Call Centre Manager (Salary range: £30,000 - £50,000)

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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.