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Call Centre & Customer Service Training
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Big Sale: Save 20%! Gift (Customer Service Executive) Course| Learn Anywhere, Anytime| Free Assessment| Lifetime Access

Summary

Price
£21 inc VAT
Study method
Online
Duration
5 hours · Self-paced
Access to content
Lifetime access
Qualification
No formal qualification
CPD
20 CPD hours / points
CPD What's this?
Certificates
  • Certificate of Completion - Digital Certificate - £5.99
  • Certificate of Completion - Hard copy Certificate - £12.99
Assessment details
  • Assessment Fees (included in price)
Additional info
  • Tutor is available to students
11 students purchased this course

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AI summary

This comprehensive Call Centre & Customer Service Training course equips learners with the essential skills and knowledge to excel in the dynamic customer service industry, covering call centre operations, customer service techniques, and the latest industry trends.

What you'll learn
  • Understand the basic concepts and operations of a call centre
  • Identify the key traits required to excel as a call centre agent
  • Build and maintain positive relationships with customers effectively
  • Apply proper telephone etiquette to enhance customer interactions
  • Develop strong communication skills for clear and empathetic conversations
  • Use negotiation techniques to resolve conflicts and solve problems
  • Manage difficult clients with strategies to improve their experience
  • Analyse call centre metrics and benchmarks to assess performance
  • Stay updated with the latest call centre technology and trends
  • Enhance customer service skills to deliver exceptional support
Who the course is for
  • Ideal for those aiming to begin or advance their career in the customer service sector, particularly in call centres
  • Suitable for both beginners and those with prior experience in the field
  • Beneficial for existing call centre agents looking to enhance their skills and progress in their careers
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 and expertise in call centre and customer service operations
  • Skills covered could be beneficial for roles such as Call Centre Agent, Customer Service Representative, Call Centre Team Leader, and more
  • Includes 20 CPD points

AI generated summary, may contain mistakes. Full details in course description.

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Overview

The call centre and customer service industry in the UK is a vital part of the economy, employing over 1.3 million people. With businesses increasingly prioritising customer satisfaction, the demand for skilled call centre agents and customer service professionals continues to grow. The industry is evolving with advancements in technology, such as AI and automation, creating new opportunities for those with the right skills.

This Call Centre & Customer Service Training course covers call centre operations, customer service techniques, and the latest industry trends. Whether you're starting your career or looking to enhance your skills, this Call Centre & Customer Service Training course provides the knowledge to excel in the call centre and customer service sector.

Take the first step towards a rewarding career in customer service. Gain accredited qualifications and unlock opportunities in call centres, customer support, and client management. Enrol today to build a future in this dynamic and essential industry.

★★★ Get An Additional Course as a Gift! ★★★

  • Gift Course: Customer Service Executive

In this Call Centre & Customer Service Training, you will:

  • Understand the basic concepts and operations of a call centre.
  • Identify the key traits required to excel as a call centre agent.
  • Build and maintain positive relationships with customers effectively.
  • Apply proper telephone etiquette to enhance customer interactions.
  • Develop strong communication skills for clear and empathetic conversations.
  • Use negotiation techniques to resolve conflicts and solve problems.
  • Manage difficult clients with strategies to improve their experience.
  • Analyse call centre metrics and benchmarks to assess performance.
  • Stay updated with the latest call centre technology and trends.
  • Enhance customer service skills to deliver exceptional support.

Why Prefer Us?

  • Earn CPD-Accredited Certificates – After Completion!
  • CPD-Accredited Courses – Sign Up for One, Get One Free!
  • Instant Access – Start Learning Right Away
  • 24/7 Expert Tutor Support – Help When You Need It
  • Budget-Friendly – High Quality, Low Cost
  • Learn at Your Own Pace – Anytime, Anywhere
  • Lifetime Access – Revisit the Course Anytime, Forever

Certificates

Certificate of Completion - Digital Certificate

Digital certificate - £5.99

  • You will immediately get your CPD Accredited Digital Certificate for £5.99 (each).

Certificate of Completion - Hard copy Certificate

Hard copy certificate - £12.99

  • You can get the CPD Accredited Hard Copy Certificate for £12.99. (Each)

Shipping Charges:

  • Inside the UK: £3.99
  • International: £10.99

Assessment details

Assessment Fees

Included in course price

CPD

20 CPD hours / points
Accredited by CPD Quality Standards

Course media

Description

This Call Centre & Customer Service Training course has several modules; each module is easy to understand and delivers to-the-point content. If you need any help with any module or have any questions while studying the course, your designated tutor will provide you with continuous assistance so that you can complete each lesson in the Call Centre & Customer Service Training course successfully and swiftly.

Call Centre & Customer Service Training Course Curriculum:

  • Module 01: Introduction to Call Centre - Explore a call centre's basic concepts and operations, understanding its key components and roles.
  • Module 02: Traits of a Call Centre Agent - Identify the qualities and attributes necessary to excel as a call centre agent.
  • Module 03: Agent and Customer Relationship - Learn to build and maintain beneficial customer relationships, enhancing their overall experience.
  • Module 04: Telephone Etiquettes - Understand the importance of telephone etiquette and learn effective ways to interact with customers over the phone.
  • Module 05: Communication Skills - Discover key communication techniques to express yourself effectively and empathetically with customers.
  • Module 06: Negotiation Techniques - Gain insights into effective negotiation techniques that help in problem-solving and conflict resolution.
  • Module 07: Managing Difficult Clients - Learn strategies to handle challenging customers, mitigating negative experiences and turning them into positive ones.
  • Module 08: Call Centre Metrics and Benchmarks - Delve into the critical metrics and benchmarks used in call centres to assess performance and productivity.
  • Module 09: Call Centre Technology and Trends - Get up to speed with the latest technological trends in the call centre industry to stay competitive and efficient.

Process of Evaluation

After studying the Call Centre & Customer Service Training course, your skills and knowledge will be tested with an MCQ exam or assignment. You have to get a score of 60% to pass the test and get your certificate.

Certificate of Achievement

Certificate of Completion - Digital / PDF Certificate

After completing the Call Centre & Customer Service Training Course, you can order your CPD Accredited Digital / PDF Certificate for £5.99. (Each)

Certificate of Completion - Hard copy Certificate

  • You can get the CPD Accredited Hard Copy Certificate for £12.99. (Each)

Shipping Charges:

  • Inside the UK: £3.99
  • International: £10.99

Who is this course for?

This Call Centre & Customer Service Training course is ideal for those aiming to begin or advance their career in the customer service sector. It's particularly beneficial for individuals interested in working within call centres, as it provides an in-depth understanding of the functions and dynamics of this environment. The Call Centre & Customer Service Training course material is suitable for beginners and those with prior experience. This course will give you the necessary skills to become a valuable asset to any customer service team. It's also a good fit for existing call centre agents who wish to enhance their skills and broaden their knowledge in order to progress in their careers.

Please be informed that this Call Centre & Customer Service Training course doesn't provide any formal qualification. To get qualified, you have to join programs such as -

  • Level 1 Award in Customer Service (RQF)
  • Level 1 Certificate in Customer Service (RQF)
  • Level 2 Award in Customer Service (RQF)
  • Level 2 Certificate in Customer Service (RQF)
  • Level 2 Certificate in Principles of Customer Service
  • Level 2 Diploma in Customer Service (RQF)
  • Level 2 NVQ Certificate in Customer Service (RQF)
  • Level 3 Certificate in Principles of Customer Service
  • Level 3 Certificate in Principles of Customer Service (RQF)

Requirements

Therefore, you don’t need any educational qualification or experience to enrol on this course.

Career path

  • Call Centre Agent
  • Customer Service Representative
  • Call Centre Team Leader
  • Customer Support Specialist
  • Call Centre Manager
  • Customer Experience Manager
  • Technical Support Agent
  • Sales Advisor
  • Helpdesk Support
  • Client Relationship Manager

Questions and answers

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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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