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Call Centre Training Diploma

Gain A New Skill | Instant Access | Interactive Training Materials | FREE Exam


STUDY CRUISE PRIVATE LTD

Summary

Price
£12 inc VAT
Study method
Online, On Demand What's this?
Duration
1.4 hours
Qualification
No formal qualification
CPD
4 CPD hours / points
Additional info
  • Tutor is available to students
  • Certificate of completion available and is included in the price

3 students purchased this course

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Overview

Our Call Centre Training Diploma course will let you know the secret techniques of becoming a perfect call centre employee. With an addition to this, this course will help the employees to build soft skills, thus getting an edge over others. This Call Centre Training Diploma course will also help the company to get super-skilled staff members who will be more passionate and dedicated to their area of expertise. From the learnings of this Call Centre Training Diploma course, you will be thrilled to grab this golden opportunity of becoming a call centre agent and get amazing versatile experiences in your day to day life!

Call Centre Training Diploma course will let you know the techniques of verbal communication and how to serve and delight properly. You will be enabled to figure out the right question at the right time and learn the extraordinary benefits of telemarketing. This Call Centre Training Diploma course will also teach you the mystery to handle the cold and warm phone calls and get the best outcome. You will be able to create an emotional connection with the client resulting in boosting the productivity of your company. You should get this Call Centre Training Diploma course right now to get every knowledge you need to become an excellent call centre specialist.

Call Centre Training Diploma course will not only build your confidence but also help you to train others. This course will help you to attract talent as well as creating promotion opportunities. You will be enriched by learning how to perfect the script, handling objections and closing the sale. This Call Centre Training Diploma course will make you understand the concepts of taking messages and closing down the voice. Moreover, this course will provide you with the negotiation techniques, high impact moments and dealing with difficult customers as well. In a word, this Call Centre Training Diploma course will assist you in becoming an expert in the call centre sector!

Learning Outcomes

  • It's Not What You Say; It's How You Say It
  • In the Absence of Body Language
  • Being Yourself and Sounding Your Best
  • A Service Image
  • Define the Customer and Client
  • About Relationships
  • Adjust your speech

Why Choose Study Cruise?

  • 24/7 access to the Call Centre Training Diploma course for 12 months
  • High-quality Call Centre Training Diploma course e-learning study materials
  • Efficient exam system, assessment and instant results
  • The UK and globally prestigious certification on the Call Centre Training Diploma course
  • Developed by qualified professionals with updated resources
  • Get Hardcopy certificate With FREE SHIPPING on the Call Centre Training Diploma course
  • Available to students anywhere in the world

CPD

4 CPD hours / points
Accredited by The CPD Accreditation Group

Curriculum

1
section
28
lectures
1h 23m
total
    • 1: Module 01: What’s Missing in Telephone Communication? 04:00 PDF
    • 2: Module 02: Verbal Communication Techniques 09:00 PDF
    • 3: Module 03: Who are Your Customers? 03:00 PDF
    • 4: Module 04: To Serve and Delight 08:00 PDF
    • 5: Module 05: Did You Hear Me? 10:00 PDF
    • 6: Module 06: Asking the Right Questions 03:00 PDF
    • 7: Module 07: Saying No 01:00 PDF
    • 8: Module 08: Sales by Phone 02:00 PDF
    • 9: Module 09: Taking Messages 01:00 PDF
    • 10: Module 10: Staying Out of Voice Mail Jail 01:00 PDF
    • 11: Module 11: Closing Down the Voice 02:00 PDF
    • 12: Module 12: Cold and Warm Calls 04:00 PDF
    • 13: Module 13: Developing a Script 05:00 PDF
    • 14: Module 14: Perfecting the Script 04:00 PDF
    • 15: Module 15: Going Above and Beyond 01:00 PDF
    • 16: Module 16: Handling Objections 01:00 PDF
    • 17: Module 17: Closing the Sale 01:00 PDF
    • 18: Module 18: Feelings 01:00 PDF
    • 19: Module 19: Changes in the Customer 02:00 PDF
    • 20: Module 20: Negotiation Techniques 04:00 PDF
    • 21: Module 21: It’s More Than Just a Phase 06:00 PDF
    • 22: Module 22: High Impact Moments 01:00 PDF
    • 23: Module 23: Tips for Challenging Callers 01:00 PDF
    • 24: Module 24: Dealing with Difficult Customers 02:00 PDF
    • 25: Module 25: Phone Tag and Getting the Call Back 03:00 PDF
    • 26: Module 26: This is My Mentor 01:00 PDF
    • 27: Module 27: Stress Busting 01:00 PDF
    • 28: Module 28: News from Within 01:00 PDF

Course media

Description

Course Curriculum

Our Call Centre Training Diploma course is broken down into 28 flexible lessons, which we believe will help you to easily get the knowledge of each concept – from the fundamentals to the most advanced aspects of this skill. If you want to kickstart your career with the right knowledge of the industry, then this is a sure way to success.

This Call Centre Training Diploma course is designed with the following modules:

Module 01: What's Missing in Telephone Communication?

This Call Centre Training Diploma module discusses it's not what you say; it's how you say it and in the absence of body language.

Module 02: Verbal Communication Techniques

This Call Centre Training Diploma module narrates being yourself and sounding your best and a service image.

Module 03: Who are Your Customers?

This Call Centre Training Diploma module defines the customer and client and about relationships.

Module 04: To Serve and Delight

This Call Centre Training Diploma module talks about adjusting your speech.

Module 05: Did You Hear Me?

This Call Centre Training Diploma module discusses listening skills and the mission: to listen.

Module 06: Asking the Right Questions

This Call Centre Training Diploma module details open questions vs closed questions and probing techniques.

Module 07: Saying No

This Call Centre Training Diploma module talks about when we say "no."

Module 08: Sales by Phone

This Call Centre Training Diploma module elaborates the benefits of telemarketing and rapport building.

Module 09: Taking Messages

This Call Centre Training Diploma module explains pen in hand and effective messages.

Module 10: Staying Out of Voice Mail Jail

This Call Centre Training Diploma module covers tips for leaving effective messages.

Module 11: Closing Down the Voice

This Call Centre Training Diploma module describes hyoid limbering, hum, sighing and the diaphragmatic breath.

Module 12: Cold and Warm Calls

This Call Centre Training Diploma module covers the cold call and the warm call.

Module 13: Developing a Script

This Call Centre Training Diploma module discusses scripting techniques and sample script.

Module 14: Perfecting the Script

This Call Centre Training Diploma module enlightens making the script yours and using cheat sheets.

Module 15: Going Above and Beyond

This Call Centre Training Diploma module talks about customising your service.

Module 16: Handling Objections

This Call Centre Training Diploma module talks about objections.

Module 17: Closing the Sale

This Call Centre Training Diploma module talks about closing the sale.

Module 18: Feelings

This Call Centre Training Diploma module narrates connecting with other people.

Module 19: Changes in the Customer

This Call Centre Training Diploma module discusses the changing customer and what the customer wants.

Module 20: Negotiation Techniques

This Call Centre Training Diploma module depicts mastering negotiation skills and practising negotiation.

Module 21: It's More Than Just a Phase

This Call Centre Training Diploma module outlines phases of negotiation and negotiation made easier.

Module 22: High Impact Moments

This Call Centre Training Diploma module talks about make it count.

Module 23: Tips for Challenging Callers

This Call Centre Training Diploma module covers tips and tricks.

Module 24: Dealing with Difficult Customers

This Call Centre Training Diploma module discusses dealing with problems and vulgarity.

Module 25: Phone Tag and Getting the Call Back

This Call Centre Training Diploma module details phone tag and following up.

Module 26: This is My Mentor

This Call Centre Training Diploma module covers the scenario.

Module 27: Stress Busting

This Call Centre Training Diploma module elaborates managing the things that we can manage, and things that we have less influence over should have less influence over us.

Module 28: News from Within

This Call Centre Training Diploma module introduces management reports.

Assessment

After finishing the Call Centre Training Diploma course thoroughly, you will need to pass an automated, multiple-choice questions exam, which will give you the immediate result once you complete the test. To make the deal sweeter, we offer you all of these in a one-time payment!

Certification

After finishing the Call Centre Training Diploma course, the learner will instantly receive an E-Certificate, which will cost £2.99. You can also have your printed certificate delivered via post. Although there is no expiry date on the certificate, we do recommend our learners to renew the certificate every twelve months.

Who is this course for?

This Call Centre Training Diploma course is for those who want to gain knowledge about call centre training. This course will be favourable to people who are willing to build a career related to call centre training.

Requirements

The Call Centre Training Diploma course is accessible for all, and no academic qualification is required. If you want to become proficient in call centre training, this course is perfectly suitable to enrol!

Career path

This Call Centre Training Diploma course is beneficial for a number of professionals, such as:

  • Call Centre Agent
  • Call Centre Supervisor
  • Support Advisor
  • Call Centre Operator
  • Telecommunication Agent
  • Telemarketing Agent
  • Sales Agent

Questions and answers

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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.