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Call Centre Training

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£32 inc VAT (was £1,699)
Offer ends 21 January 2022
Study method
Online, self-paced
11 hours
Access to content
Lifetime access
No formal qualification
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

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Call Centre Training

Call Centre is centralised place to deal with calls, mostly for telemarketing or for customer services. Call Centre Training course is designed by professionals to equip the learner with all the essentials for call centre.

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.

This exclusive Call Centre Training Course is ideal for anyone interested in developing the strongest competencies and confidence in any call centre environment. Call centres continue to play a critical role in the daily operations of millions of organisations on a global basis. Whether looking to advance your own career or provide your employees with a beneficial and accessible opportunity for professional development, this accredited course could prove invaluable.

This Call Centre Training consists the following Professional Career Oriented courses:

  • Course 1: Customer Relationship Management
  • Course 2: Customer Service Management: Recovering Difficult Customers
  • Course 3: Communication and Organisational Skills
  • Course 4: Diploma in Sales and Marketing Strategies

Should you have any questions while studying this Call Centre Training, our experienced tutors and mentors will answer them via email and live chat.

With our Student ID card, you will get discounts on things like music, food, travel and clothes etc.

Enrol in our Call Centre Training today and start learning.

Why buy this Call Centre Training?

  1. Unlimited access to all 4 courses for forever
  2. Digital Certificate, Transcript and student ID all included in the price
  3. Absolutely no hidden fees
  4. Receive one to one assistance on every weekday from professionals
  5. Immediately receive the PDF certificate after passing
  6. Receive the original copies of your certificate and transcript on the next working day
  7. Easily learn the skills and knowledge from the comfort of your home

Course media


Course Curriculum

Call Centre Training

**Customer Relationship Management**

Module 01: Introduction to Customer Relationship Management (CRM)

  • Call Centre: What is Customer Relationship Management?
  • Call Centre: Why Customer Relationship Management?
  • Call Centre: Commercial usages of CRM
  • Call Centre: The Benefits of the Customer Value Management Approach
  • Call Centre: Summary

Module 02: CRM Fundamentals

  • Call Centre: Defining CRM
  • Call Centre: Types of CRM
  • Call Centre: Misunderstandings
  • Call Centre: CRM Models
  • Call Centre: Customer Lifecycle
  • Call Centre: Summary

Module 03: CRM Strategies

  • Call Centre: CRM Perspectives
    • Call Centre: Functional Level
    • Call Centre: Customer-facing Front-end Level
    • Call Centre: Company-wide Level
  • Call Centre: Elements of a CRM Strategy
    • Call Centre: CRM Vision
    • Call Centre: Culture of Customer Orientation
    • Call Centre: Integration and Alignment of Organizational Processes
    • Call Centre: Data and Technology Support
    • Call Centre: CRM Implementation
  • Developing a CRM Strategy
    • Call Centre: Step 1: Gaining Enterprise-Wide Commitment
    • Call Centre: Step 2: Building a CRM Project Team
    • Call Centre: Step 3: Analyzing Business Requirements
    • Call Centre: Step 4: Defining the CRM Strategy
  • Call Centre: Customer Strategy
  • Call Centre: Summary

Module 04: Data Analysis in CRM

  • Call Centre: The Perspectives of Data Analysis
  • Call Centre: Tools for Data Analysis
    • Call Centre: Correlation Analysis
    • Call Centre: Regression Analysis
    • Call Centre: Factor Analysis
    • Call Centre: Cluster Analysis
    • Call Centre: Conjoint Analysis
  • Call Centre: Data Analysis Methodology
    • Call Centre: Customer Segmentation
    • Call Centre: Recency–Frequency–Monetary Value
    • Call Centre: Lifetime Value Analysis
    • Call Centre: Predictive Modelling
    • Call Centre: Market Basket Analysis (MBA)
    • Call Centre: Click Stream Analysis
    • Call Centre: Personalisation
  • Summary

Module 05: CRM Databases

  • Call Centre: Types of Databases
    • Call Centre: Customer Database
    • Call Centre: Prospect Database
    • Call Centre: Cluster Database
    • Call Centre: Enhancement Database
  • Call Centre: The Benefits of Marketing Databases
  • Call Centre: Application of Marketing Databases
    • Call Centre: Applications that Affect Customer Relationship
    • Call Centre: Applications that Affect Other Business Operations
  • Call Centre: Summary

Module 06: Deepening Customer Relationship

  • Call Centre: Importance of Customer Acquisition and Retention
  • Call Centre: Customer Acquisition
  • Call Centre: The Cost of Customer Acquisition
  • Call Centre: Customer Retention
  • Call Centre: Reorganisation for Retaining Customers
  • Call Centre: Customer Retention Marketing Strategies
  • Call Centre: Summary

Module 07: Handling Customer Complaints

  • Call Centre: Importance of Handling Customer Complaints
  • Call Centre: Principles of Good Complaint Handling
    • Call Centre: Getting it Right
    • Call Centre: Being Customer Focused
    • Call Centre: Being Open and Accountable
    • Call Centre: Acting Fairly and Proportionately
    • Call Centre: Putting things right
    • Call Centre: Seeking Continuous Improvement
  • Call Centre: The Role of CRM in Handling Customer Complaints
  • Call Centre: Summary

Module 08: Future of CRM

  • Call Centre: Trends Driving Change in Customer Interaction
  • Call Centre: The Changing Face of CRM
  • Call Centre: What is Digital CRM
  • Call Centre: Digital CRM in Practice
  • Call Centre: Where to Start
  • Call Centre: Cyber Security Concerns
  • Call Centre: Summary

**Customer Service Management: Recovering Difficult Customers**

  • Module One: Who We Are and What We Do
  • Module Two: Establishing Your Attitude
  • Module Three: Identifying and Addressing Customer Needs
  • Module Four: Generating Return Business
  • Module Five: In-Person Customer Service
  • Module Six: Giving Customer Service over the Phone
  • Module Seven: Providing Electronic Customer Service
  • Module Eight: Recovering Difficult Customers
  • Module Nine: Understanding When to Escalate

**Communication and Organisational Skills**

Module 01: Business Communication

  • Call Centre: Identifying Basic Communication Techniques
  • Call Centre: Formal and Informal Communication

Module 02: Verbal and Non-verbal Communication

  • Call Centre: Describing Verbal and Non-verbal Communication
  • Call Centre: Understanding Body Language
  • Call Centre: Making Effective Presentations
  • Call Centre: Fundamentals of Productive Meetings

Module 03: Written Communication

  • Call Centre: Written Communication

Module 04: Electronic Communication

  • Call Centre: Electronic Communication

Module 05: Communicating with Graphics

  • Call Centre: Creating Graphics for Business Communication
  • Call Centre: Communicating Static Information
  • Call Centre: Communicating Dynamic Information

Module 06: Effectively Working for Your Boss

  • Call Centre: Representing Your Boss and Company
  • Call Centre: Communicating Your Boss’s Decisions
  • Call Centre: Supporting Your Boss and Colleagues
  • Call Centre: Building a Partnership with Your Boss

**Diploma in Sales and Marketing Strategies**

  • Module 01: Understanding the Talk
  • Module 02: Getting Prepared to Make the Call
  • Module 03: Creative Openings
  • Module 04: Making Your Pitch
  • Module 05: Handling Objections
  • Module 06: Sealing the Deal
  • Module 07: Following Up
  • Module 08: Setting Goals
  • Module 09: Managing Your Data
  • Module 10: Using a Prospect Board
  • Module 11: What is Marketing?
  • Module 12: Common Marketing Types (I)
  • Module 13: Common Marketing Types (II
  • Module 14: The Marketing Mix
  • Module 15: Communicating the Right Way
  • Module 16: Customer Communications
  • Module 17: Marketing Goals
  • Module 18: The Marketing Funnel
  • Module 19: Marketing Mistakes (I)
  • Module 20: Marketing Mistakes (II)


After studying the course materials of the Call Centre Training, you will be able to take the MCQ test that will assess your knowledge. After successfully passing the test, you will be able to claim the pdf certificate for free. Original Hard Copy certificates need to be ordered at an additional cost of £8.

Who is this course for?

This Call Centre Training course is ideal for

  • Students
  • Recent graduates
  • Job Seekers
  • Anyone interested in this topic
  • People already working in the relevant fields and want to polish their knowledge and skill.


This Call Centre Training does not require you to have any prior qualifications or experience. You can just enrol and start learning. This Call Centre Training was made by professionals and it is compatible with all PC’s, Mac’s, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection.

Career path

This Call Centre Training Diploma will help you to brighten up your CV while exploring the following jobs -

  • Customer Service Specialist
  • Customer Consultant
  • Customer Service Associate
  • Technical Support Specialist
  • Customer Service Agent
  • Client Relations Representative
  • Customer Relationship Manager
  • Call Centre Specialist
  • Client Service Representative
  • Customer Advocate
  • Call Handler

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 Reed Courses, 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 Courses, 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.