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Call Centre Training

Summer Sale - Bundle of 4 Courses + FREE e-Certificate, Transcript & Student ID | 24/7 Tutor Support | Lifetime access



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£32 inc VAT (was £1,699)
Offer ends 22 September 2021
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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*-- 4 Courses Bundle - Digital Certificate, Transcript and student ID all included in the price; No Hidden Fees -- *

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)

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

Module 02: CRM Fundamentals

  • Defining CRM
  • Types of CRM
  • Misunderstandings
  • CRM Models
  • Customer Lifecycle
  • Summary

Module 03: CRM Strategies

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

Module 04: Data Analysis in CRM

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

Module 05: CRM Databases

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

Module 06: Deepening Customer Relationship

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

Module 07: Handling Customer Complaints

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

Module 08: Future of CRM

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

  • Identifying Basic Communication Techniques
  • Formal and Informal Communication

Module 02: Verbal and Non-verbal Communication

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

Module 03: Written Communication

  • Written Communication

Module 04: Electronic Communication

  • Electronic Communication

Module 05: Communicating with Graphics

  • Creating Graphics for Business Communication
  • Communicating Static Information
  • Communicating Dynamic Information

Module 06: Effectively Working for Your Boss

  • Representing Your Boss and Company
  • Communicating Your Boss’s Decisions
  • Supporting Your Boss and Colleagues
  • 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 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.