Contact Centre Training – Online CPD Accredited Training Course
Instant Access | Includes Assessment & Certificate | UK CPD Accredited | Instant Certificate Download
Imperium Edge
Summary
- Certificate of completion - Free
- Exam(s) / assessment(s) is included in price
- Tutor is available to students
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Overview
Contact Centre - Intermediate Level - Online Training Course - CPDUK Accredited.
Welcome to our 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 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 Centre - Intermediate Level - Online Training Course - CPDUK Accredited.
Certificates
Certificate of completion
Digital certificate - Included
CPD
Description
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 outcomes
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.
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 is this online Contact Centre training course essential?
Customers expectations for service are always increasing, and call centre 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 centre training for meeting the client’s expectations.
What is covered in this course?
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.
Contact Centre - Intermediate Level - Online Training Course - CPDUK Accredited.
Who is this course for?
This online Contact Centre training course was developed for customer service staff working in a call centre (call center).
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 - Intermediate Level - 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 Centre - Intermediate Level - 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 Centre - Intermediate Level - Online Training Course - CPDUK Accredited.
Questions and answers
Is this course equivalent to a level 2?
Answer:Good day DK. Many thanks for your enquiry. Our Contact Centre Training – Online CPD Accredited Training Course is an Intermediate/Level 2 course. Should you have any further questions, please let us know. Kind regards, IE Support Team
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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.
