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

Call Centre Training - Sales and Customer Service Training for Call Centre Agents - Distance Learning CPD



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£19.99 inc VAT (was £59.99)
Offer ends 31 December 2022
Study method
Distance learning, self-paced
4 hours
No formal qualification
4 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
  • Certificate of completion available and is included in the price

1 student purchased this course

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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


4 CPD hours / points
Accredited by The CPD Certification Service


  • 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

Career path

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.

Questions and answers

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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 Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.