reed.co.uk Courses

Header

Contact Centre Training – Online CPD Accredited Training Course

Instant Access | Includes Assessment & Certificate | UK CPD Accredited | Instant Certificate Download


MHC Training Solutions

Summary

Price
Save 60%
£10 inc VAT (was £24.99)
Offer ends 31 December 2019
Study method
Online, self-paced
Duration
4 Hours
Qualification
4 CPD points / hours
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

Add to basket or enquire

Overview

Contact Centre Training – Online CPD Accredited Training Course - Communication Skills Training

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 do not pertain to sales calls. A contact centre can provide customer support, information technology support, and much more.

Study method - Online, self-paced (4-6 study hours)

Course format - Online (24/7 access), modular

Course Duration - Part-time (1 year access)

Qualification - Certificate of completion

Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones

Awarding Body – CPD Certification Service (mapped to Ofqual Qualifications)

Course accreditation

The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines (in line CPD Certification Service requirements).

Description

Course aims

With our “Contact Centre Training” e-learning course, participants will discover the basic elements of being an effective employee of a contact centre.

The key to having a great customer experience using a contact centre is in the 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 effectively assist your customer base is paramount.

Course objectives

The objectives of this contact centre training online course are to:

  • How to get management involved in training.
  • Why peer training works.
  • That manners are important with a contact center.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

What’s covered in this course?

This contact centre training e-learning course covers the following:

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: It Starts at the Top

  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study
  • Module Two: Review Questions

Module Three: Peer Training

  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Case Study
  • Module Three: Review Questions

Module Four: How to Build Rapport

  • Smile in Your Voice
  • Engage in Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study
  • Module Four: Review Questions

Module Five: Learn to Listen

  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Case Study
  • Module Five: Review Questions

Module Six: Manners Matter - Etiquette & Customer Service (I)

  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Right Way
  • Case Study
  • Module Six: Review Questions

Module Seven: Manners Matter - Etiquette & Customer Service (II)

  • “Reading” Your Customers
  • Properly Transferring Calls
  • Going the Extra Mile
  • Limit Information
  • Case Study
  • Module Seven: Review Questions

Module Eight: Handling Difficult Customers

  • Keep Calm
  • Listen, Repeat, and
  • Avoid Placing Blame
  • Solve the Problem
  • Case Study
  • Module Eight: Review Questions

Module Nine: Getting the Necessary Information

  • Have a Checklist
  • Linear Thinking
  • Open-Ended Questions
  • Close-Ended Questions
  • Case Study
  • Module Nine: Review Questions

Module Ten: Performance Evaluations

  • Consistent Service
  • Abandoned Calls
  • Speed of the Answer
  • Length of Call
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Training Doesn’t Stop

  • Evaluate Progress
  • Get Feedback on Training
  • Kudos to Deserving Employees
  • Have Monthly Meetings
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

What is a contact centre?

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

Why choose our online training courses?

All our e-learning courses can be accessed on any electronic/computerised device. You can study at work or at home, in your own time and at your own pace!

  1. Easy to follow and understand
  2. Only 4 to 6 hours recommended study time
  3. 1 year access to course & learning materials
  4. Access your course anytime, anywhere & on any device
  5. Complete course on desktop computer, laptop, tablet or smartphone
  6. Additional references and downloadable materials available
  7. CPD Certification Service (mapped to Ofqual Qualifications)

Organisational e-learning

Are you responsible for organisational training and development or organisational statutory and mandatory compliance? You may want to find out more about how Learning Management System (LMS) may help your organisation. With our interactive LMS, managers and administrators can easily:

  • set up a FREE blended learning environment;
  • upload essential documents;
  • upload individual and group learners;
  • manage learners, including tracking progress
  • review who has completed training
  • download/print training reports for compliance audits

Contact Centre Training – Online CPD Accredited Training Course

Who is this course for?

Those interested in soft skills development, personal and professional development, presentation skills, communication skills, project management, leadership and management skills.

Requirements

Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones

Career path

Soft skills development, personal and professional development, presentation skills, communication skills, project management, leadership and management skills.

Questions and answers

No questions or answers have been posted about this course.

Rating and reviews

There haven't been any reviews for this course yet.

Please sign in to review this course.

Modals