Call Centre Training

[Updated 2024 (CPD QS)]

Step into the dynamic world of call centres, where every call is a new story and every client interaction is a chapter of experience. Our Call Centre Training course is your script to success, teaching you to weave words into satisfaction and challenges into triumphs. Begin your journey to become the voice that makes a difference.

The 'Call Centre Training' course offers an immersive journey into the heart of customer service excellence. Starting with an introduction to call centre operations, the course guides you through the essential traits of a successful call centre agent, including fostering positive agent-customer relationships and mastering telephone etiquette. You'll develop key communication skills, learn effective script and negotiation techniques, and discover how to manage difficult customers with ease.

The course also covers vital metrics for performance benchmarking and the latest trends in call centre technology. Each module is designed to empower you with the tools to excel in this fast-paced environment. Ready to transform your communication skills into a rewarding career?

Enroll now and become a call centre champion!

Learning Outcomes

After completing this course, you will be able to:

• Demonstrate proficiency in telephone etiquette and customer interaction.
• Employ effective communication and negotiation techniques.
• Handle challenging customer scenarios with confidence and professionalism.
• Understand and apply key call centre metrics for performance enhancement.
• Stay updated with the latest technologies and trends in call centre operations.

• Module 1 Introduction to Call Centre 13:52

  • 1: Module 1 Introduction to Call Centre 13:52

• Module 2 Traits of a Call Centre Agent 13:07

  • 2: Module 2 Traits of a Call Centre Agent 13:07

• Module 3 Agent and Customer Relationship 15:02

  • 3: Module 3 Agent and Customer Relationship 15:02

• Module 4 Telephone Etiquettes 10:06

  • 4: Module 4 Telephone Etiquettes 10:06

• Module 5 Communication Skills 13:15

  • 5: Module 5 Communication Skills 13:15

• Module 6 Scripts and Negotiation Techniques 12:40

  • 6: Module 6 Scripts and Negotiation Techniques 12:40

• Module 7 Managing Difficult Customers 09:06

  • 7: Module 7 Managing Difficult Customers 09:06

• Module 8 Call Centre Metrics and Benchmarking 16:18

  • 8: Module 8 Call Centre Metrics and Benchmarking 16:18

• Module 9 Call Centre Technology and Trends 13:49

  • 9: Module 9 Call Centre Technology and Trends 13:49

This Call Centre Training course is crafted to elevate your customer service skills to new heights. It delves into the nuances of customer-agent interactions, equipping you with the tools to handle a range of customer personalities and situations. The course emphasises the importance of effective communication, from the tone of your voice to the choice of words in scripting. Learn to negotiate successfully and manage difficult customers with tact and empathy. You'll also gain insights into using technology to streamline call centre operations, ensuring you stay ahead in the ever-evolving landscape of customer service.

• Aspiring Call Centre Agents seeking a comprehensive understanding of the role.
• Customer Service Representatives aiming to enhance their communication skills.
• Sales Professionals interested in refining their telephone negotiation techniques.
• Team Leaders and Supervisors in call centres looking to improve team performance.
• Professionals in customer-facing roles wishing to develop their customer service skills.

All you need is a smart device, a reliable internet connection, and a basic command of English and you're good to go!

• Call Centre Agent (£18,000 - £25,000)
• Customer Service Representative (£20,000 - £30,000)
• Call Centre Team Leader (£25,000 - £35,000)
• Call Centre Manager (£30,000 - £45,000)
• Customer Relations Specialist (£22,000 - £32,000)

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

Reed Courses Certificate of Completion

Digital certificate - Included

Hard Copy Certificate

Hard copy certificate - £9.99