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

4 Hour Online CPD Accredited Course With Tutor Support


Active Recruitment Ltd

Summary

Price
£100 inc VAT
Or £33.33/mo. for 3 months... Read more
Study method
Distance learning, self-paced
Duration
4 hours
Qualification
No formal qualification
CPD
4 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price

1 student purchased this course

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Overview

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This course will help call centre agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energising and practical course.

Note that we will use two acronyms interchangeably throughout the course:

  • CSR: Customer Service Representative
  • CCA: Call Center Agent

CPD

4 CPD hours / points
Accredited by The CPD Certification Service

Description

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This course will help call centre agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energising and practical course.

Note that we will use two acronyms interchangeably throughout the course:

  • CSR: Customer Service Representative
  • CCA: Call Center Agent

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

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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 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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