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Call Centre & Customer Service Training

Get a Free:(Workplace Productivity) Course! Updated Materials | CPD Certified | 24/7 Tutor Support | Lifetime Access


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Summary

Price
£14 inc VAT
Study method
Online
Duration
5 hours · Self-paced
Access to content
Lifetime access
Qualification
No formal qualification
CPD
20 CPD hours / points
Certificates
  • Certificate of Completion - Digital Certificate - £5.99
  • Certificate of Completion - Hard copy Certificate - £12.99
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Overview

Welcome to the world of customer service, an industry brimming with potential and opportunities. Our Call Centre & Customer Service Training course provides the tools you need to impact this thriving field positively. With over 1.3 million people employed in the customer service industry in the UK alone, this sector offers diverse career paths for individuals with the right skill set. This Call Centre & Customer Service Training course will guide you on the path to becoming an indispensable part of any customer service team, mastering the call centre environment, and navigating the rapidly evolving technologies and trends. So, why wait? Enrol today and kickstart your customer service journey!

This Call Centre & Customer Service Training course covers the following topics:

  • Gain a foundational understanding of call centre operations.
  • Develop key characteristics required for a call centre agent.
  • Foster effective agent-customer relationships for positive interactions.
  • Master telephone etiquette to enhance communication.
  • Acquire negotiation skills for resolving customer issues.
  • Learn about modern call centre technologies and trends.

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

After completing this Call Centre & Customer Service Training course, you will immediately get your CPD-accredited digital certificate for £5.99 (each). To get the hardcopy certificate for £12.99 (each), you also have to pay the shipping charge of just £3.99 (UK) and £10.99 (International).

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 Call Centre & Customer Service Training 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

This course has no prerequisite. Therefore, you don’t need any educational qualification or experience to enrol on this Call Centre & Customer Service Training course.

Career path

  • Call Centre Agent - £18K to £23K/year
  • Customer Service Representative - £20K to £25K/year
  • Customer Relationship Manager - £27K to £35K/year
  • Call Centre Team Leader - £25K to £30K/year
  • Call Centre Operations Manager - £35K to £45K/year

Questions and answers

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

Certificates

Certificate of Completion - Digital Certificate

Digital certificate - £5.99

  • You will immediately get your CPD-accreditedDigital 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. Also, you'll have to pay the shipping charge of just £3.99 (inside the UK) and £10.99 (International).

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FAQs

What does study method mean?

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.

What are CPD hours/points?

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.

What is a ‘regulated qualification’?

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.

What is an ‘endorsed’ course?

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.