Online Contact Centre Training Courses - CPDUK Accredited E-Learning Courses

Online Contact Centre Training Courses - CPDUK Accredited E-Learning Courses

Online Contact Centre Training Courses - CPDUK Accredited E-Learning Courses

Online Contact Centre Training Courses - CPDUK Accredited E-Learning Courses
Online Contact Centre Training Courses - CPDUK Accredited E-Learning Courses

Online Contact Centre Training Courses - CPDUK Accredited E-Learning Courses

Online Contact Centre Training Courses - eLearning Course - The Mandatory Training Group UK -

ONLINE CONTACT CENTRE TRRAINING COURSES-CPDUK CERTIFIED

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The Mandatory Training Group is the leading UK provider of accredited statutory and mandatory training courses for all sectors, including health and social care, education, local government, private and charity sectors. 

Contact centre are the combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call centre model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.In traditional phone lines or over VoIP, contact centre agents handle a wide variety of communications or in other words contact centre handle all communications.

With our online Online Contact Centre Training Courses, participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with demanding customers, build rapport, and excellent listening skills. And learn the different types of contact centre technology. All of these skills and technology combined will provide an increase in overall customer satisfaction throughout your organisation.

Online Contact Centre Training Courses - CPDUK Certified E-Learning Courses with Certificates

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Online Contact Centre Training Courses: Frequently Ask Questions and Answer

Online Contact Centre Training Courses - Contact Centre E-Learning Courses with Certificates -The Mandatory Training Group UK - CPDUK Accredited - The Mandatory Training Group UK.

Here at The Mandatory Training Group, we receive many enquiries from all sector about contact centre training . We have listed some of these frequently asked questions.

Click on the text below to see the answers to the Frequently Asked Questions about Contact Centre Training.

The term contact centre reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone.

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While call centre agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact centre agents handle a wide variety of communications. Call centres handle voice communications; contact centres handle all communications.

Click here fo more Online Contact Centre Training Courses.

The advantages of a contact centre are:

  • Multiple channels but a single view of the customer
  • Enhanced brand image
  • Superior customer engagement
  • Faster support
  • More effective marketing campaigns
  • Deeper customer analytics and contact centre analytics
  • Better up-sell and cross-sell opportunities
  • Maximised performance of each agent
  • Perhaps one of the most essential multi-channel contact centre business benefits is that although your company is offering support across channels, you stream-in all the information to a single place.

    Click here fo more Online Contact Centre Training Courses.

    Contact centres are not just for answering inbound calls made by the customers anymore. In order to truly create a brand image of a customer-friendly organisation that is genuinely interested in what the customers have to say, is available on all the channels frequently accessed by your customers, is a necessity. Proactively answering customer comments at all the touchpoints, and being aware of the changes in customer sentiment, can go a long way in creating a brand image that you would like for your business.

    Contact centres can offer instant support through live chat, give faster replies to emails, provide knowledgeable answers on social media sites, and so on. In case of a voice call, the agent would already have access to the past customer behaviour and history to offer faster and exceptional support.

    Click here fo more Online Contact Centre Training Courses.

    Today's marketing campaigns have become multi-channel, as well. Impressions are made upon the prospects through various touchpoints in the hope that it would have an impact on the purchase decision. But there's a need to make the communication two-way. While the customers move from one channel to another, they might make specific comments, or ask questions, or maybe just browse through some information. All these are critical to track and manage.

    Click here fo more Online Contact Centre Training Courses.

    With single-point access to all the customer information, a knowledge repository of customer behaviour history, and how each question responded can result in better customer analytics.

    With a hand on the pulse of the customer sentiment, agents are in a better position to offer the right advice, and also suggest the associated products or services that might be useful for the customer.

    A single agent can parse through multiple channels to answer customer queries. In most instances, the problems are resolved in the internet-based contact channels like social media or chat, thereby reducing the burden on voice agents.

    Many businesses are facing a challenge in offering unified support for all the channels to their customers. Unified support means that a single record is maintained for each customer irrespective of channel and agents can use that record across channels to access customer information. But due to the usage of legacy applications and challenges in upgrading the contact centre infrastructure to accommodate newer technologies, businesses are still not where they would like to be. Even after offering support on some of the channels, they are still lagging in providing the best customer experience.

    Click here fo more Online Contact Centre Training Courses.

    The common contact centre are:

  • Language barriers
  • Lack of interdepartmental communication
  • Long wait times
  • One of the most common complaints of both call centres and contact centres is the language barrier. It occurs when these centres are located overseas from the business, which is outsourcing to them and their customers. With the advent of virtual call centres, a growing number of companies can hire remote agents from everywhere in the world, and stay connected. This way, customers can always count on finding a suitable interlocutor.

    Click here fo more Online Contact Centre Training Courses.

    Contact centres offer services over multiple channels, and everyone is taking different paths towards a common goal. However, a successful omnichannel strategy is challenging to pull off, and many businesses suffer from siloed departments. The live chat people aren't communicating with the email guys, and the customer feels frustrated.

    Many contact centres have an automatic queuing system, which can lead to very long hold times.

    Contact centre agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies. The nature of the calls and messages they handle can vary from simple bill payments and order inquiries to complex support questions and complaints.

    Click here fo more Online Contact Centre Training Courses.

    A contact centre also referred to as a customer interaction centre or e-contact centre is a central point from which manages all customer interactions across various channels. Their primary purpose is to provide customers with efficient and effective technical support, customer service and sales assistance.

    Different types of call or contact centres may be more or less appropriate for your business:

  • Call Centers
  • Contact Centers
  • Inbound Centers
  • Outbound Centers
  • The contact centre is a central point from which all customer contacts. Through contact centres, valuable information about the company is routed to appropriate people, contacts to be tracked, and data to be gathered. It is generally a part of a company's customer relationship management infrastructure.

    Click here fo more Online Contact Centre Training Courses.

    Contact centre agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies. The nature of the calls and messages they handle can vary from simple bill payments and order inquiries to complex support questions and complaints.

    Click here fo more Online Contact Centre Training Courses.

    Contact centre software is a technology tool that increases the effectiveness and efficiency of a contact centre, with a specific focus on facilitating interactions between customers and contact centre agents. Initially, contact centre software had limited functionality, primarily routing inbound phone contacts.

    Aircall provides fully-functional cloud-based call centre software that comes with lots of features. It includes advanced call handling and routing capabilities, collaboration functionality, and detailed analytics. It's easy to integrate Aircall with popular CRMs such as Salesforce, Zoho, and Hubspot.

    A contact centre also referred to as a customer interaction centre or e-contact centre is a central point to manage all customer interactions across various channels. Their primary purpose is to provide customers with efficient and effective technical support, customer service and sales assistance.

    Click here fo more Online Contact Centre Training Courses.

    Excellent customer service typically means providing timely, attentive, upbeat service to a customer and also meeting the needs in a manner that reflects positively on the company or business.

    A contact centre is a central point in an organisation to manage customers. A positive culture triggers higher employee engagement, which subsequently leads to better results. Therefore, it is better to maintain a healthy lifestyle in the contact centre.

    Click here fo more Online Contact Centre Training Courses.

    Here are some of the top qualities of a successful contact centre agent:

  • Knowledge retention
  • Attention to detail
  • Organisation
  • Flexibility
  • Friendly
  • Calm under pressure
  • Effective communication skills
  • Speed
  • Creativity
  • An inbound call is one that a customer initiates to a call centre or contact centre. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call centre may handle either inbound or outbound calls exclusively or might deal with a combination of the two.

    An outbound call centre is one in which call centre agents make outbound calls to customers on behalf of a business or client. Calls made from the centre can include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services.

    The key features of a contact centre include:

  • Advanced call distribution, which allows contact centre service providers, called agents to maximise the number of calls taken while maintaining a positive customer experience;
  • Real-time reports, which enable the contact centre to observe and analyse agent performance and customer satisfaction in real-time across the various channels used;
  • Scripts, which provide agents with a framework for providing callers with effective support and generating sales;
  • Interchangeable assignments, since agents share contacts and objectives, thus allowing them to work as a team even while maintaining individual stations.
  • Click here fo more Online Contact Centre Training Courses.

    Here are five easy steps to improve contact centre performance management:

  • Set clear and defined KPIs
  • Give employees targeted feedback
  • Empower your agents
  • Use speech analytics to identify agent training opportunities
  • Establish positive incentives for good work
  • The best channels for customer service within the contact centre:

  • Phone
  • Email
  • Social Media
  • Web Chat
  • Self-serve knowledge base
  • Video agents
  • The sixteen contact centre technologies:

  • CTI – Computer Telephony Integration
  • ACD – Automatic Call Distributor
  • Intelligent Call-back
  • IVR – Interactive Voice Response
  • BUniversal queuing
  • IV – Interactive Video
  • Predictive Dialer
  • Call recording systemsULLET 8
  • Voice biometrics
  • CRM /Call Center Servicing Application
  • CMS – Campaign Management System
  • Administration Console
  • WFM – Workforce Management Software
  • QM – Quality Management
  • Smartphones
  • TDM – Time Division Multiplexing & IP - Internet Protocol
  • Click here fo more Online Contact Centre Training Courses.

    On successful completion of each of the online contact centre training courses modules, you may download, save, and print a quality assured continuing professional development (CPD) certificate. Our CPD certificates are recognised internationally and can be used to provide evidence for compliance and audit.

    The CPD Certification Service (CPDUK)accredits all of our statutory and mandatory training courses as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

    The Mandatory Training Group is the leading UK provider of accredited statutory and mandatory training courses for all sectors, including health, safety and wellbeing, social care, education, local government, and many more.

    Click here fo more Online Contact Centre Training Courses.

    Online Contact Centre Training Courses - eLearning Course - The Mandatory Training Group UK -

    Online Contact Centre Training Courses  - CPDUK Accredited E-Learning Courses - The Mandatory Training Group UK.

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