Call Centre Success Training

Certificate in Call Centre Success

The Customer Is Always Right, Right? Train For Spectacular Call Centre Success!

Do you work for a call centre dealing with product support or information enquiries? Do you carry out telemarketing? Perhaps you are required to make other types of calls on behalf of a charity or political organisation? Maybe you are interested in working within this field?

Well-trained call centre staff are at the heart of any operation. For many customers or potential customers, call centre staff are their only contact with an organisation. If that contact is positive, courteous, helpful, and professional then it is of immense benefit to the organisation. It is an important aspect of business as it will build a positive reputation and will attract repeat customers.

Call centre employees who know how to handle the diverse situations they are faced with, using skill and professionalism, are an asset to any organisation. The employee themselves will also benefit as they will be more employable and could get performance bonuses.

As a leading UK training provider, Global Edulink understands what it takes to shine in this arena and as such, have formulated a course aimed at equipping you with the skills and confidence to undertake these responsibilities, such as answering questions proficiently, overcoming objections and ultimately, to excel in every aspect of your role.

In addition, you will be taught the importance of corporate social responsibility strategies which encourage companies to make a positive impact on the environment and their stakeholders (which include consumers, employees, communities, investors, and others). You will also come to understand how to develop your professionalism, how customers behave and what they expect, and techniques for more effective communication with customers, all while maintaining a positive attitude.

By studying this course you will gain practical skills and confidence to improve the value of your sales or customer service team which subsequently contributes to the growth and success of your workplace.

* Free e-certificate (No additional cost for e-certificates)

Register Now!!

✦COURSE CURRICULUM✦

➤(Module 01) : The Powerful Choice of CSR : Call Centre Success

• Self Assessment
• You are the Organization
• The CSR’s Job

➤(Module 02) : How to Gain the Professional Edge : Call Centre Success

• Manage Conversation
• Assessment
• Be a Team Player
• Remain Customer Focused
• Personal Responsibility
• Make a Commitment
• Assessment
• Manage Conversation
• Assessment
• Be a Team Player
• Remain Customer Focused
• Personal Responsibility
• Make a Commitment
• Assessment

➤(Module 03) : All Important Customers : Call Centre Success

• Understanding the Customer
• Analytical or Assertive?
• What do Customers Need?
• Assessment

➤(Module 04) : Building Your Customer Handling Skills : Call Centre Success

• Listening Effectively
• Extending Common Courtesy
• Avoiding Wrong Impression
• Using Common Language
• Gathering Customer Information
• Satisfying the Angry Customer
• Assessment

➤(Module 05) : Building Your Customer Handling Skills (cont.) : Call Centre Success

• Managing the Technology
• Writing Effective E-mail
• Email Aptitude
• Preparing a Mental Script
• Closing the Conversation

➤(Module 06) : Attitude: Is an Important Asset : Call Centre Success

• The Impact of Your Attitude
• Plan for Self Improvement

Method of assessment

At the end of the Call Centre Success course, learners will also take an online multiple choice question assessment test. This online multiple choice question test is marked automatically so you will receive an instant grade and know whether you have passed the course.

Certification:

Having completed this course, you will be awarded the Certificate in Call Centre Success by Global Edulink as well as a summary of the units learnt. This summary will include the specifics of the units you have learnt in the completed course. At the end of this Call Centre Success course, you will be able to gain a professional qualification. Potential employers will view you as an asset and will recognize the level of commitment and skills you have displayed while studying this course.

Other Benefits

• High quality e-learning study materials and mock exams.
• Tutorials/materials from the industry leading experts.
• 24/7 Access to the Learning Portal.
• Benefit of applying TOTUM Discount Card
• Recognised Accredited Qualification
• Excellent customer service and administrative support.

Those who currently work for, or are interested in working for:

• An inbound call centre – administering incoming product support or information enquiries from consumers
• An outbound call centre – undertaking telemarketing, solicitation of charitable or political donations, debt collection or market research
• A contact centre where centralised handling of individual communications takes place (including instant message, social media, faxes, letters, email, or live support software)

This Call Centre Success course requires no formal prerequisites and this certification is open to everyone

This Call Centre Success course will supplement your qualifications and help you secure a rewarding job role within the call center/customer service industry.

• Telemarketer – £18,490
• Telesales Executive – £18,303
• Customer Service Advisor – £17,141
• Call Center Supervisor – £21,186
• Call Centre Agent – £16,922
• Claims Handler – £19,094

Per annum

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