Call Centre Training - Sales and Customer Service Training for Call Centre Agents - e-Book

Dita Health and Social Care Consultancy Limited


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£12 inc VAT (was £50)
Offer ends 11 July 2020
Study method
Online, self-paced
No formal qualification
1 CPD hours / points

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The nuances of body language and verbal skills

- Aspects of verbal communication such as tone, cadence, and pitch

- Questioning and listening skills

- How to deliver bad news and say “no”

- Effective ways to negotiate


1 CPD hours / points
Accredited by The CPD - Accreditation Group



You will need to complete each section in the order shown, starting with this eBook. Each section will unlock once you have completed the previous. Remember to review the resources below (if any) as they often form part of the course and may be covered within the knowledge test.

PLEASE NOTE: To ensure you have the full functionality from the course, we ask you to ensure that your web browser is up to date and we recommend using Google Chrome to ensure you can access all of the features.


- The nuances of body language and verbal skills

- Aspects of verbal communication such as tone, cadence, and pitch

- Questioning and listening skills

- How to deliver bad news and say “no”

- Effective ways to negotiate

- The importance of creating and delivering meaningful messages

- Tools to facilitate their communication

- The value of personalising their interactions and developing relationships

- Vocal techniques that will enhance their speech and communication ability

- Personalised techniques for managing stress


  • Depends on your ability and time.


  • Assessment online – multiple choice questions designed to test learners’ understanding of the course.


  • The CPD Accreditation Group, an independent body operating across all market sectors and in support of all professional institutions, bodies and societies. Its certified CPD ‘quality mark’ is a recognised symbol of quality-assured training.
  • The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines


  • Once you have successful completed the course you will receive digital copy of your certificate which you must print yourself.

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What does study method mean?

Study method describes the format in which the course will be delivered. At 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, 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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