Contact Centre Training - Online Course - CPD Accredited
Instant Access | Includes Assessment & Certificate | UK CPD Accredited | Instant Certificate Download
Mandatory Training Group
Summary
- Exam(s) / assessment(s) is included in price
- Tutor is available to students
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Overview
Contact Centre Training - Online CPD Accredited Training Course.
Welcome to The Mandatory Training Group's online Contact Centre training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).
Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to assist your customer base is paramount effectively.
With our online Contact Centre training course, participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with demanding costumers, build rapport, and excellent listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organisation.
Certificate in Contact Centre Training - Online CPD Accredited Training Course.
Study method – Online, self-paced
Estimated duration (Verifiable CPD hours) – 4 hours
Course format – Online (24/7 access)
Entry requirements – no prerequisites required
Assessment type – Complete end of course assessment (80% needed to pass and gain CPD certificate)
Certification/Qualification – Downloadable CPD certificate
Cost(s) of assessment and certification – Assessment and certification costs included in the course price
Course accreditation – CPD Certification Service (CPDUK)
Course access – Part-time (1-year access)
Course delivery – via desktop PC/MAC, laptops, tablets or smartphones.
Contact Centre Training - Online CPD Accredited Training Course.
CPD
Course media
Resources
- Contact Centre - Online Training Course - The Mandatory Training Group UK - - download
Description
Course content
This online Contact Centre training course includes the following:
- Module One: Getting Started
- Module Two: It Starts at the Top
- Module Three: Peer Training
- Module Four: How to Build Rapport
- Module Five: Learn to Listen
- Module Six: Manners Matter – Etiquette & Customer Service (I)
- Module Seven: Manners Matter – Etiquette & Customer Service (II)
- Module Eight: Handling Difficult Customers
- Module Nine: Getting the Necessary Information
- Module Ten: Performance Evaluations
- Module Eleven: Training Doesn’t Stop
- Module Twelve: Wrapping Up
Course aims
With our online Contact Centre training course, participants will discover the essential elements of being a productive employee of a contact centre.
The key to having a great customer experience using a contact centre is in training. A well-trained contact centre can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to assist your customer base is paramount effectively.
Learning objectives
The learning outcomes of this online Contact Centre training course are to:
- Know how to get management involved in training
- Know why peer training works
- Understand that manners are essential with a contact centre
- Know how to build rapport with the callers
- Know how to deal with demanding customers.
Contact Centre Training - Online CPD Accredited Training Course
Who is this course for?
This online Contact Centre training course was developed for customer service staff working in a call centre (call centre).
For many people, the term Contact Centre relates to sales calls and telemarketers. There are so many avenues that a contact centre can be of assistance within a company that does not pertain to sales calls. A contact centre can provide customer support, information technology support, and much more.
Contact Centre Training - Online CPD Accredited Training Course
Requirements
Learn anywhere, anytime on any device
You will need access to a desktop computer, laptop, tablet or smartphone device to complete these online courses. You can start, pause/stop and return to where you left off.
Our courses utilise responsive design features, making them available on any device of your choice.
Contact Centre Training - Online CPD Accredited Training Course
Career path
Our online courses and programmes range from introductory modules at Level 1 (awareness/beginner) to advanced and expert modules up to Level 6.
Our e-learning modules count towards CPD hours for professionals in various sectors as well as meeting mandatory and statutory requirements (where relevant).
Contact Centre Training - Online CPD Accredited Training Course
Questions and answers
At the end of the course is a digital certificate provided? A cert that one can upload on Linked or elsewhe? What Logo appears? Is Reed a university?
Answer:Good morning Erika, Thank you for your question. Yes, on completion of each online module or training programme (and achieving the required pass mark(s) i.e at least 80%), you will be able to download a CPD certificate (pdf). It will be showing the Mandatory Training Group Logo. Reed is not a university. Kind regards, Rita
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
