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Contact Centre Training

Contact Centre Training | Tutor Support Available | Quiz based Assessment |Contact Centre Certificate | 10 CPD Points


Inspire London College Ltd

Summary

Price
Save 97%
£10 inc VAT (was £350)
Offer ends 25 September 2021
Study method
Online, self-paced
Duration
1 week
Access to content
12 months
Qualification
No formal qualification
CPD
10 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
  • Certificate of completion available to purchase separately

1 student purchased this course

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Overview

Overview of Contact Centre Training - 10 CPD Points

Contact Centre Training Course | Certificate in Contact Centre Training

Contact Centre Training aims to train the learner with required skills to be a contact centre agent or to smoothly operate a contact centre and for many people, the term Contact Centre relates to sales calls and telemarketers but contact centre training is not limited to telemarketing rather contact centre are serving as backbone for many organisations. Furthermore, there are so many avenues that a contact centre can be of assistance within a company that do not pertain to sales calls like if a company does not have customer service teams that company can outsource the business process to a contact centre and that particular contact centre will serve as representative of that company. A contact centre can provide customer support, information technology support, and much more. 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 so this course of contact centre training is focused on practical training of contact centre agent. They want to know that the person answering their questions knows what they are talking about so thorough training of contact centre agent is priority of this contact centre training course by ILC. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount and to do so this contact centre training is best choice for you.

With our “Contact Centre Training” Training, the learner will discover the basic elements of being an effective employee of a contact centre or operating a contact centre.

CPD

10 CPD hours / points
Accredited by Step Ahead CPD Qualification

Description

Contact Centre Training - 10 CPD Points

Course Benefits

Why you choose us

The following is included for online study with Inspire London College.

  1. Courses / Training that best suit to Work Experience, Knowledge and Skills
  2. Self-paced Training/Courses to continue working while studying
  3. Self-Paced Courses to get free from the deadlines
  4. Course materials that include Training Manual, Mock Quizzes and Case Studies that challenge you to apply your knowledge that can be in PDF, Microsoft Word, Excel, PowerPoint format.
  5. Assessment resources accessible through our online Moodle 24/7.
  6. A professional one-to-one tutor to provide all-inclusive assistance throughout the course by online.

Learning Objectives

Some of the Key Learning Objectives of Contact Center Training course is:

  • 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.

Course Outline

To achieve Contact Center Training Certificate learner must have to achieve Mandatory Modules with Inspire London College.

Modules Outline

It Starts at the Top

  • Peer Training
  • How to Build Rapport
  • Learn to Listen
  • Manners Matter - Etiquette & Customer Service (I)
  • Manners Matter - Etiquette & Customer Service (II)
  • Handling Difficult Customers
  • Getting the Necessary Information
  • Performance Evaluations
  • Training Doesn’t Stop

Course / Training Format

After successful enrolment, learner will get access to Inspire London College Moodle, where all the study material / Training Manual will be available. Moodle can be accessed 24/7 anywhere, anytime.

Training Manual contains several modules, each having specific knowledge and case study at the end. All the courses material will be in the form of texts (images/illustrations), and there are no video or live lectures during the training course.

The Test (MCQ’s) will be based on modules of Training Manual.

Assessment

After studying through the training manual, Learner will have to attempt Final Test (online multiple-choice test – 2 attempts),if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 75%. You can retake the Test in the case of not being successful at first attempt.

Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test - Unlimited attempts).

All test(s) / Assessment(s) are online and are taken either through or after the course, these are included in the course price.

Duration

The minimum time period to complete this training is 4 Weeks. But it is self-paced course, and the duration of completion depends on the learner’s pace and ability to give time to study.

Learners will have access to their Training via Learning Platform for up to 12 months from the date of enrolment. During this period, flexibility will be given to learners for completing the course at any time.

Certificate

Upon successfully passing the course, Learner needs to pay for CPD Accredited Certificate of Completion either in PDF format or Hardcopy From ILC.

CPD Accredited Certificate of Completion (PDF format) = £20

CPD Accredited Certificate of Completion (Hardcopy) = £30 + postage charges £15

Who is this course for?

Without any prior knowledge of Contact Center the learners can take this training course and in addition to this, there are no age restrictions. Thus, anyone who is passionate and ambitious about Contact Center can take the course. There are no specific deadlines for admission, and you can enrol anytime on this course.

Requirements

There are no precise requirements for Contact Center Training Certificate as no prior knowledge and experience of Contact Center is required.

Students seeking to enrol for this course should meet the following requirements;

  • Basic knowledge of English Language & Basic Computer Skills
  • Be age 16 years or above

Career path

After completing the course/training, you will be able to grip yourself with specific knowledge and skills with the highest level of confidence to improve yourself and enhance the skills for your career in the relevant employment sector.

Questions and answers

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FAQs

What does study method mean?

Study method describes the format in which the course will be delivered. At reed.co.uk 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.

What are CPD hours/points?

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.co.uk, many of which can be completed online.

What is a ‘regulated qualification’?

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.

What is an ‘endorsed’ course?

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.