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Call Centre Training – Online Training Course & Certification – UK CPD Accredited

Instant Access | Includes Assessment & Certificate| UK CPD Accredited | Instant Certificate Download


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Summary

Price
Save 39%
£12 inc VAT (was £19.99)
Offer ends 31 October 2020
Study method
Online, self-paced
Duration
4 Hours
Qualification
No formal qualification
CPD
4 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

7 students purchased this course

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Overview

Call Centre Training – Online Training Course & Certification – UK CPD Accredited.

Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Centre Training will help provide those skills. This online course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientel. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Study method - Online, self-paced (4-6 study hours)

Course format - Online (24/7 access), modular

Course Duration - Part-time (1 year access)

Qualification - Certificate of completion

Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones

Accreditations

The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

Call Centre Training – Online Training Course & Certification – UK CPD Accredited.

CPD

4 CPD hours / points
Accredited by The CPD Certification Service

Description

Course aims

Call Centre Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organisation. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

Course objectives

The objectives of this Call Centre Training online course are to:

  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Familiarize myself with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.

What’s covered in this course?

This Call Centre Training e-learning course covers the following:

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
  • Review Questions

Module Three: The Basics (II)

  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Review Questions

Module Four: Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly - Tone of Voice
  • Effective Listening
  • Case Study
  • Review Questions

Module Five: Tools

  • Self Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
  • Review Questions

Module Six: Speaking Like a Star

  • S = Situation
  • T= Task
  • A= Action
  • R = Result
  • Case Study
  • Review Questions

Module Seven: Types of Questions

  • Open Questions
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study
  • Review Questions

Module Eight: Benchmarking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Case Study
  • Review Questions

Module Nine: Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study
  • Review Questions

Module Ten: Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study
  • Review Questions

Module Eleven: Closing

  • Knowing When it"s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
  • Case Study
  • Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

What does call centre work involve?

A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.

A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.

The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management. The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).

Why choose our online training courses?

All our e-learning courses can be accessed on any electronic/computerised device. You can study at work or at home, in your own time and at your own pace!

  1. Easy to follow and understand
  2. Only 4-6 hours recommended study time
  3. 1 year access to course & learning materials
  4. Access your course anytime, anywhere & on any device
  5. Complete course on desktop computer, laptop, tablet or smartphone
  6. Additional references and downloadable materials available

Course accreditation

The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

Call Centre Training – Online Training Course & Certification – UK CPD Accredited.

Who is this course for?

Our leadership, management and soft skills e-learning courses are suitable for those looking to improve their skills and advance their career.

Call Centre Training – Online Training Course & Certification – UK CPD Accredited.

Requirements

Access to desktop, laptop, tablet or smartphone device.

Call Centre Training – Online Training Course & Certification – UK CPD Accredited.

Career path

Our management, leadership and online courses range from introductory modules at Level 1 to advanced and expert modules up to Level 6

All our e-learning modules count towards CPD hours for professionals in various sectors to meet mandatory and statutory requirements.

Call Centre Training – Online Training Course & Certification – UK CPD Accredited.

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FAQs

What does study method mean?

Study method describes the format in which the course will be delivered. At reed.co.uk 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.co.uk, 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 ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.

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