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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 content 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 content.
Note that we will use two acronyms interchangeably throughout the content:
- 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
Accredited by CPD Standards Office, 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 completed all the online learning materials for this course, you will be required to complete an online assessment. Once you have passed your assessment you will be awarded a free accredited certificate in PDF format which is immediately available for you to download. There are downloadable documentations on each course to support you through the learning process. Hard copies of the certificate are available at an additional postage fee . All evidence of learning and certification will remain on our system for your future reference.
Why choose E-TrainU
Via our parent company our course provision will be supported and sold by youth in our community at risk of long term unemployment. By choosing us for your online learning you have the opportunity to grow both your skills and to help us give young people in our community the opportunity to get their first step on the career ladder in these difficult times.
We offer a range of courses covering a vast set of skills and accreditations at a fair price. We offer a great service, quality product and a social purpose.
Who is this course for?
Recommended for customer service and sales agents working in a call centre environment, who are looking to learn how to make the most of telephone based work.
- Computer literate
- PC or Laptop Access
- Internet Access
Suitable for sales and customer service agents looking to improve on their telephone work. Also suitable for anyone looking for a career change or starting a new sales/customer service job.
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