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Call Centre Essentials Skills

Flash Sale Now On | 11-in-1 Bundle | CPD Certified | 120 CPD Points | Gifts: Hardcopy + PDF Certificate + SID-Worth 180

Apex Learning


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£51 inc VAT (was £53)
Or £17.00/mo. for 3 months...
Offer ends 03 July 2024
Study method
Course format What's this?
29 hours · Self-paced
Access to content
Lifetime access
No formal qualification
120 CPD hours / points
  • CPDQS Accredited e-Certificate - Free
  • CPDQS Accredited Hard-Copy Certificate - Free
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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In today's fast-paced business world, Call Centre roles have evolved into a pivotal element of customer service and business operations.

This comprehensive Call Centre Essentials Skills course is meticulously designed to equip you with a profound understanding of the full spectrum of Call Centre operations and customer engagement strategies. With a focus on honing your ability to manage diverse customer interactions, this course stands as a beacon of knowledge for those aspiring to excel in the dynamic environment of Call Centres.

By delving into the nuances of customer relationship management, communication strategies, and effective problem-solving, this course offers a rich blend of theoretical insights that are crucial for mastering the art of Call Centre excellence.

Elevate your understanding of how to handle inbound and outbound calls, foster impactful customer relationships, and navigate through challenging scenarios with professionalism and tact.

Learning Outcomes:

  • Gain an in-depth understanding of the core principles and functions of customer service in a Call Centre setting.
  • Develop effective communication strategies tailored for phone-based customer interactions.
  • Master the art of phone etiquette and building rapport to enhance customer relationships.
  • Learn sophisticated techniques for handling both inbound and outbound calls efficiently.
  • Acquire skills in active listening and managing difficult callers with professionalism.
  • Understand the significance of measuring and improving customer service within a Call Centre.

This Call Centre Training Bundle Consists of the following Premium courses:

  • ⇒ Course 01: Phone-Based Customer Service
  • ⇒ Course 02: Customer Relationship Management
  • ⇒ Course 03: Retail Strategy
  • ⇒ Course 04: Sales: Psychology of Customers
  • ⇒ Course 05: Telesales Executive Training
  • ⇒ Course 06: Facilities Management Level 3
  • ⇒ Course 07: Data Protection and Data Security Level 2
  • ⇒ Course 08: Effective Communication Skills Diploma
  • ⇒ Course 09: Public Speaking and Presentation Skill Course
  • ⇒ Course 10: The Formula to Talk with Strangers
  • ⇒ Course 11: Touch Typing Essential Skills Level 3

Key features of this Call Centre Essentials Skills bundle:

  • This Call Centre Essentials Skills bundle is CPD QS Accredited
  • Learn from anywhere in the world
  • Lifetime access
  • Our Call Centre Essentials Skills is entirely online
  • 24/7 Learner support

Enrol now in Call Centre Training to advance your career, and use the premium study materials from Apex Learning.


CPDQS Accredited e-Certificate

Digital certificate - Included

CPDQS Accredited Hard-Copy Certificate

Hard copy certificate - Included

You will get the Hard Copy certificate for the title course (Phone-Based Customer Service) absolutely Free! Other Hard Copy certificates are available for £10 each.

Please Note: The delivery charge inside the UK is £3.99, and the international students must pay a £9.99 shipping cost.


120 CPD hours / points
Accredited by CPD Quality Standards

Course media



This Call Centre Essentials Skills course doesn't just enhance your skill set; it transforms you into a Call Centre virtuoso, capable of elevating customer experiences and driving business success. Every module is crafted to deepen your comprehension of the Call Centre realm, ensuring that your journey through this course leaves you with an enriched perspective and a robust skill set tailored for the Call Centre industry.

The Curriculum of Call Centre Essentials Skills Bundle

⇒ Course 01: Phone-Based Customer Service

  • Module 1: Introduction to Customer Service
  • Module 2: What’s Different about Good Customer Service?
  • Module 3: Customer Relationship Management
  • Module 4: Customer Service Communication Strategies
  • Module 5: Aspects of Phone Etiquette
  • Module 6: Building Rapport Over the Phone
  • Module 7: Inbound and Outbound Calls
  • Module 8: Active Listening and Managing Tough Callers
  • Module 9: Managing Interoffice Calls and Voicemail
  • Module 10: Problem Solving over the Phone
  • Module 11: Intra Organisation Dealings
  • Module 12: Measuring Customer Service

=========>>>>> And 10 More Courses <<<<<=========

How will I get my Call Centre Essentials Skills Bundle Certificate?

After completing the Call Centre Essentials Skills Bundle, you will be able to order your CPD Accredited Certificates (PDF + Hard Copy) as proof of your achievement.

  • PDF Certificate: Free (Previously it was £10 * 11 = £110)
  • Hard Copy Certificate: Free (For The Title Course)

P.S. The delivery charge inside the U.K. is £3.99 and international students have to pay £9.99.

Who is this course for?

  • Individuals aspiring to start a career in Call Centre and customer support roles.
  • Current Call Centre professionals aiming to refine and upgrade their skill set.
  • Managers and team leaders seeking theoretical knowledge to enhance team performance.
  • Anyone interested in understanding the intricacies of Call Centre operations and customer service.


Our Call Centre Essentials Skills Bundle is fully compatible with PC’s, Mac’s, laptops, tablets, and Smartphone devices. This course has been designed to be fully compatible with tablets and smartphones, so you can access your course on Wi-Fi, 3G or 4G.

There is no time limit for completing this Call Centre Essentials Skills Bundle; it can be studied in your own time at your own pace.

Career path

Job Titles with UK-Based Salaries:

  • Call Centre Agent - £20,000 to £25,000 per annum
  • Customer Service Representative - £22,000 to £28,000 per annum
  • Call Centre Team Leader - £25,000 to £30,000 per annum
  • Customer Relationship Manager - £28,000 to £35,000 per annum
  • Call Centre Operations Manager - £30,000 to £40,000 per annum

Questions and answers

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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.