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Call Centre Metrics, Benchmarks and Technology
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Advanced Learning Materials | Certificate Accredited by CPD | Lifetime Access | 24/7 Expert Tutor Support

Summary

Price
£19 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
  • Digital certificate - £4.99
  • Hard copy certificate - £9.99
Assessment details
  • Call Centre Metrics, Benchmarks and Technology (included in price)
Additional info
  • Tutor is available to students

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Overview

In the fast-paced world of customer service, call centres play a vital role in ensuring smooth and efficient communication between businesses and their customers. Welcome to the Call Centre Metrics, Benchmarks and Technology course, where you'll earn the art of telephone etiquettes, master effective communication skills, and develop negotiation techniques to handle challenging situations with finesse.

Learning outcomes:

  • Gain a solid understanding of call centre operations, metrics, and benchmarks.
  • Identify and cultivate the essential traits required for success as a call centre agent.
  • Develop effective communication and negotiation skills for improved customer interactions.
  • Acquire knowledge of telephone etiquettes and techniques for managing difficult clients.
  • Stay up-to-date with the latest call centre technology and industry trends.
  • Apply your learnings to enhance call centre performance and elevate customer satisfaction.

Certificates

Digital certificate

Digital certificate - £4.99

Hard copy certificate

Hard copy certificate - £9.99

Hardcopy Certificate for International Students: £14.99

For students outside of the United Kingdom, this option ensures delivery of a high-quality, professionally printed certificate to your international address for only £14.99.

Assessment details

Call Centre Metrics, Benchmarks and Technology

Included in course price

To simplify the evaluation and accreditation procedure for students, we offer an automated assessment system. You'll have immediate access to a custom-created MCQ test or assignment after completing this course. The results will be immediately evaluated, and the score will be shown for your assessment. Each test will have a passing mark of 60%.

CPD

10 CPD hours / points
Accredited by CPD Quality Standards

Course media

Description

Throughout this Call Centre Metrics, Benchmarks and Technology course, you'll explore various modules, including understanding the fundamentals of call centres, discovering the essential traits of a successful call centre agent, and building strong relationships between agents and customers. You'll also learn the art of telephone etiquettes, master effective communication skills, and develop negotiation techniques to handle challenging situations with finesse. Additionally, you'll delve into the metrics and benchmarks used to measure call centre performance, as well as explore the latest technology and trends shaping the industry.

By the end of this course, you will gain in-depth knowledge of call centre operations, enabling you to make informed decisions, optimize performance, and enhance customer satisfaction. Join us on this engaging journey and become well-versed in the intricacies of call centre management and technology.

Refine your skills, and stay ahead of the industry curve. Join us now and embark on a transformative learning journey that will empower you to excel in the dynamic world of call centres.

Certification

Upon successful completion of the course, you have the option to receive a certificate titled Call Centre Training. The following prices apply for the certificates:

  • PDF Certificate: £4.99

You will receive an email with your certificate in PDF format that you can print or share For only £4.99.

  • Hardcopy Certificate for Students in the UK: £9.99

This option provides you with a high-quality, professionally printed certificate delivered to you anywhere in the UK for only £9.99

  • Hardcopy Certificate for International Students: £14.99

For students outside of the United Kingdom, this option ensures delivery of a high-quality, professionally printed certificate to your international address for only £14.99.

Who is this course for?

  • Individuals aspiring to work in call centre environments.
  • Call centre agents looking to enhance their skills and knowledge.
  • Team leaders or supervisors seeking a comprehensive understanding of call centre management.
  • Business professionals involved in customer service or call centre operations.

Career path

  • Call Centre Agent: £18,000 - £24,000 per year
  • Call Centre Supervisor: £25,000 - £35,000 per year
  • Call Centre Manager: £35,000 - £50,000 per year
  • Customer Service Manager: £30,000 - £45,000 per year
  • Operations Manager: £40,000 - £60,000 per year
  • Call Centre Director: £60,000 - £100,000 per year

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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