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Contact Center – Online Training Course – CPDUK Accredited
LearnPac Systems

CPDUK Accredited | Instant Course Access | Includes Assessment & Certificate | Instant Certificate Download

Summary

Price
£19.99 inc VAT
Study method
Online
Duration
4 hours · Self-paced
Access to content
365 days
Qualification
No formal qualification
CPD
4 CPD hours / points
CPD What's this?
Certificates
  • Certificate of completion - Free
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

Overview

Contact Center – Online Training Course – CPDUK Accredited.

Welcome to our online Contact Center 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 Contact Center 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 duration: 2 years

Entry requirements: No entry restrictions

Recommended prerequisites: N/A

Assessment type: End of course assessment

Assessment pass mark – 80% needed to pass and gain a CPD certificate

Cost(s) of assessment and certification – All costs included in the course price

Awarding/Accrediting body – CPD Certification Service (CPDUK)

Contact Center – Online Training Course – CPDUK Accredited.

Certificates

Certificate of completion

Digital certificate - Included

CPD

4 CPD hours / points
Accredited by The CPD Certification Service

Course media

Description

Course aims

With our online Contact Center 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 outcomes

The learning outcomes of this online Contact Center 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.

What is a contact center?

“A contact center, also called call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone.”

Why is this online Contact Center training course essential?

Customers expectations for service are always increasing, and call center training is a crucial part of the puzzle. Improving performance management and training best practices in the call centre is key to keeping your customers happy.

Customers rely only on those organisations where they get a quicker solution to their problems and get to interact with skilled agents. This is why the agents need to be provided with good quality Contact Center training for meeting the client’s expectations.

What is covered in this course?

This online Contact Center 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

Contact Center – Online Training Course – CPDUK Accredited.

Who is this course for?

This online Contact Center training course was developed for customer service staff working in a call centre (call center).

For many people, the term Contact Center 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 Center – Online Training Course – CPDUK Accredited.

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 Center – Online Training Course – CPDUK Accredited.

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 Center – Online Training Course – CPDUK Accredited.

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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.

FAQs

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.

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.

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.

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.
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