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Customer Service and Call Center Metrics

Accredited By CPD | High-quality Materials | Video Lessons | Lifetime Access | 24/7 Tutor Support

NextGen Learning


£15 inc VAT
Study method
5 hours · Self-paced
Access to content
Lifetime access
No formal qualification
10 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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"Answering a call isn't just about picking up the phone, it's about creating an experience. Enhance your communication and negotiation skills, and master the art of dealing with challenging clients.

Learn the art of handling customers professionally. Our Call Centre Training is here to help you develop the necessary communication, negotiation and technology skills. With this course, you'll be equipped to handle even the toughest clients with ease.

This Call Centre Training is designed for individuals interested in pursuing a career in customer service, particularly in call centres. Whether you are a new entrant to the industry or seeking to enhance your skills, our course will help you develop the necessary skills for success in this field.

Learning Outcomes:

  • Understand the fundamentals of Call Centre operations and metrics.
  • Develop key traits required to excel as a Call Centre agent.
  • Enhance communication and negotiation skills to manage client expectations.
  • Identify customer needs and maintain a healthy agent-customer relationship.
  • Learn telephone etiquettes and best practices for professional conduct.
  • Gain knowledge about emerging technologies and trends in the Call Centre industry.


10 CPD hours / points
Accredited by CPD Quality Standards

Course media


In the current competitive market, Call Centres play a crucial role in Recruitment. The Call Centre Training course provides an in-depth understanding of call centre operations and metrics, customer relationship management, and essential communication skills. The course modules cover key aspects such as telephone etiquettes, negotiation techniques, and managing difficult clients, empowering you with the right tools to provide exceptional customer service.

Throughout the course, you'll learn about the various call centre metrics, industry trends, and the impact of emerging technologies on the industry. You'll also learn about the best practices and standards for professional conduct in a Call Centre environment. Upon completion, you'll have a solid foundation in call centre operations, making you an expert in this sector.


Upon completion of the course, learners can obtain a certificate as proof of their achievement. You can receive a £4.99 PDF Certificate sent via email, a £9.99 Printed Hardcopy Certificate for delivery in the UK, or a £19.99 Printed Hardcopy Certificate for international delivery. Each option depends on individual preferences and locations.

Who is this course for?

  • Individuals looking to enter the industry.
  • Call Centre agents and managers seeking to enhance their skills and knowledge.
  • Professionals looking to understand Call Centre operations and customer relationship management.
  • Anyone interested in understanding the fundamentals of Call Centre management.

Career path

  • Call Centre Agent: £18,000 - £24,000 per annum
  • Customer Service Representative: £16,000 - £25,000 per annum
  • Call Centre Manager: £25,000 - £50,000 per annum
  • Sales Representative: £18,000 - £40,000 per annum
  • Operations Manager: £30,000 - £60,000 per annum
  • Customer Service Manager: £25,000 - £50,000 per annum

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What does study method mean?

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.

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 Courses, 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.