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Call Centre Training

Level 5 Diploma of Call Centre Training With Study materials, tutor support and Quiz based exam included

UK Professional Development Academy LTD


£595 inc VAT
Or £66.11/mo. for 9 months...
Study method
Online, self-paced
4 weeks
Access to content
12 months
No formal qualification
100 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
  • Certificate of completion available to purchase separately

24 students purchased this course

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Call Centre Training

Call Centre Training Diploma (Level 5)

Level 5 Call Centre Training course is designed by specialists by considering the need of both the job seekers and people already working with established businesses, which covers most of your professional needs in the field of Customer Services and Business Management.

Call Centre Training diploma will help you to learn from scratch and leads you to a higher level of professionalism. As you may know that Customer Service skills are important because possessing good organisational skills, establishes trust and professionalism in the workplace. So, if you are looking to join the various Call Centre and Customer Service skills, then these are your most desired courses.

Are you new to online learning?

Don’t worry. Along with providing most professional courses, UKPDA also provides the most regular tutor support via online mediums and will guide you in every possible way to get the most out of your online course. Further to this, assessments are really challenging, but interesting, will not take much of your time. You will have to read through the provided study material and attempt the Multiple Choice Questions (MCQ’s) afterwards.

Call Centre Training

To make it easy for the learners this Call Centre Training course is divided into various different modules and sub-modules based on a higher level in which you will learn the basics of call centre training, call centre-customer services, customer support, call centre-communication strategies, coaching salespeople, contact centre training, handling difficult customers, call centre meeting management, negotiation skills, and sales team motivation.

Call Centre Training - Course Benefits

The following is included for online study with the UK Professional Development Academy.

  1. Call Centre Training - Courses / Training that best suit to Work Experience, Knowledge and Skills
  2. Call Centre Training - Self-paced Training/Courses to continue working while studying
  3. Call Centre Training - Self-Paced Courses to get free from the deadlines
  4. Call Centre Training - Course materials that include Training Manual, Mock Quizzes and Case Studies that challenge you to apply your knowledge that can be in PDF, Microsoft Word, Excel, PowerPoint format.
  5. Call Centre Training - Assessment resources accessible through our online learning platform 24/7.
  6. Call Centre Training - A professional one-to-one tutor to provide all-inclusive assistance throughout the course online.

Call Centre Training


100 CPD hours / points
Accredited by Step Ahead CPD

Course media


Call Centre Training - Modules Outline

Call Centre Training - Module 1: Call Center Training

  • Call Centre Training - Define and understand call centre strategies.
  • Call Centre Training - Identify different types of buying motivations.
  • Call Centre Training - Create SMART Goals.
  • Call Centre Training - Familiarize me with strategies that sharpen effective communication.
  • Call Centre Training - Use proper phone etiquette.
  • Call Centre Training - Set benchmarks.

Call Centre Training - Module 2: Customer Service

  • Call Centre Training - State what customer service means in relation to all your customers, both internal and external
  • Call Centre Training - Recognize how your attitude affects customer service
  • Call Centre Training - Identify your customers’ needs
  • Call Centre Training - Use outstanding customer service to generate return business
  • Call Centre Training - Build goodwill through in-person customer service
  • Call Centre Training - Provide outstanding customer service over the phone
  • Call Centre Training - Connect with customers through online tools
  • Call Centre Training - Deal with difficult customers

Call Centre Training - Module 3: Customer Support

  • Call Centre Training - Define customer support
  • Call Centre Training - Know the different venues for customer support
  • Call Centre Training - Recognize the challenges of customer support
  • Call Centre Training - Learn different applications
  • Call Centre Training - Know proper forms of documentation
  • Call Centre Training - Learning to be proactive in customer support

Call Centre Training - Module 4: Communication Strategies

  • Call Centre Training - Understand what communication is
  • Call Centre Training - Identify ways that communication can happen
  • Call Centre Training - Identify barriers to communication and how to overcome them
  • Call Centre Training - Develop their non-verbal and par verbal Call Centre Training
  • Call Centre Training - Use the STAR method to speak on the spot
  • Call Centre Training - Listen actively and effectively
  • Call Centre Training - Ask good questions
  • Call Centre Training - Use appreciative inquiry as a communication tool
  • Call Centre Training - Adeptly converse and network with others

Call Centre Training - Module 5: Coaching, Sales People

  • Call Centre Training - Understand the definition of coaching
  • Call Centre Training - Identify and monitor key information
  • Call Centre Training - Communicate effectively
  • Call Centre Training - Use coaching techniques
  • Call Centre Training - Avoid common mistakes

Call Centre Training - Module 6: Contact Center Training

  • Call Centre Training - How to get management involved in training.
  • Call Centre Training - Why peer training works.
  • Call Centre Training - That manners is important with a contact center.
  • Call Centre Training - How to build rapport with the callers.
  • Call Centre Training - How to deal with difficult customers.

Call Centre Training - Module 7: Handling Difficult Customers

  • Call Centre Training - Cultivate a positive attitude
  • Call Centre Training - Manage internal and external stress
  • Call Centre Training - Develop abilities to listen actively and empathise
  • Call Centre Training - Build a rapport with customers in person and over the phone
  • Call Centre Training - Understand the diverse challenges posed by customers
  • Call Centre Training - Develop strategies to adapt to challenging circumstances

Call Centre Training - Module 8: Meeting Management

  • Call Centre Training - Planning and Preparing
  • Call Centre Training - Identifying the Participants
  • Call Centre Training - How to choose the time and place
  • Call Centre Training - How to create the agenda
  • Call Centre Training - How to set up the meeting space
  • Call Centre Training - How to incorporate your electronic options
  • Call Centre Training - Meeting Roles and Responsibilities
  • Call Centre Training - Use an agenda
  • Call Centre Training - Chairing a Meeting
  • Call Centre Training - How to deal with disruptions
  • Call Centre Training - How to professionally deal with personality conflicts
  • Call Centre Training - How to take minutes
  • Call Centre Training - How to make the most of your meeting using games, activities and prizes

Call Centre Training - Module 9: Negotiation Skills

  • Call Centre Training - Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
  • Call Centre Training - Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
  • Call Centre Training - Lay the groundwork for negotiation
  • Call Centre Training - Identify what information to share and what to keep to yourself
  • Call Centre Training - Understand basic bargaining techniques
  • Call Centre Training - Apply strategies for identifying mutual gain
  • Call Centre Training - Understand how to reach consensus and set the terms of the agreement
  • Call Centre Training - Deal with personal attacks and other difficult issues
  • Call Centre Training - Use the negotiating process to solve everyday problems
  • Call Centre Training - Negotiate on behalf of someone else

Call Centre Training - Module 10: Sales Team Motivation

  • Call Centre Training - Discuss how to create a motivational environment
  • Call Centre Training - Understand the importance of communication and training in motivating sales teams
  • Call Centre Training - Determine steps your organisation can take to motivate sales team members
  • Call Centre Training - Understand the benefits of tailoring motivation to individual employees
  • Call Centre Training - Apply the principles of fostering a motivational environment to your own organisation

Who is this course for?

Call Centre Training - Course / Training Format

After successful enrollment, the learner will get access to the UKPDA Learning Platform, where all the study material / Training Manual will be available. Learning Platform can be accessed 24/7 anywhere, anytime.

Training Manual contains several modules, each having specific knowledge and case study at the end. All the course material will be in the form of texts (images/illustrations), and there are no video or live lectures during the training course.

The Test (MCQ’s) will be based on modules of the Training Manual.

Call Centre Training - Assessment

After studying through the training manual, Learner will have to attempt the Final Test (online multiple-choice test – 2 attempts), if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 75%. You can retake the test in the case of not being successful at the first attempt.

Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test - Unlimited attempts).

All test(s) / Assessment(s) are online and are taken either through or after the course; these are included in the course price.

Call Centre Training - Duration

The minimum time period to complete this training is 4 Weeks. But it is self-paced course, and the duration of completion depends on the learner’s pace and ability to give time to study.

Learners will have access to their Training via Learning Platform for up to 12 months from the date of enrollment. During this period, flexibility will be given to learners completing the course at any time.

CPD Accredited Diploma:

Upon successfully passing the Course, a learner needs to pay for CPD Accredited Diploma either in PDF format or Hard-copy.

Call Centre Training

CPD Accredited Certificate of Completion (PDF format) = £42

CPD Accredited Certificate of Completion (Hard-copy) = £65 + postage charges; local £9, international £14.

Without any prior knowledge of Call Centre Training the learners can take this training course and in addition to this, there are no age restrictions. Thus, anyone who is passionate and ambitious about Call Centre Training can take the course. There are no specific deadlines for admission, and you can enroll anytime on this course.


Call Centre Training

There are no precise requirements for Call Centre Training Certificate as no prior knowledge and experience of Call Centre Training is required.

Students seeking to enroll in this course should meet the following requirements;

  • Basic knowledge of English Language & Basic Computer Skills
  • Be aged 16 years or above

Career path

Call Centre Training

After completing the course/training, you will be able to grip yourself with specific knowledge and skills with the highest level of confidence to improve yourself and enhance the skills for your career in the relevant employment sector.

Questions and answers

Currently there are no Q&As for this course. Be the first to ask a question.


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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.