Call Centre Training - Online Train the Trainer Course & Trainer Materials

Call Centre Training - Online Train the Trainer Course & Trainer Materials Call Centre Training Train the Trainer Course Do you want to become a corporate trainer or facilitator? Are...
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Call Centre Training - Online Train the Trainer Course & Trainer Materials

Call Centre Training Train the Trainer Course

Do you want to become a corporate trainer or facilitator?

Are you a corporate training consultant, learning and development manager or teacher looking to expand your range of training courses/workshops? 

Do you want to deliver high impact one day training events or group workshops?

Are you looking for training templates that you can fully customise for your delegates?

Then our comprehensive 'Call Centre Training' train the trainer e-learning course with training materials and trainer resources are just what you need. 

    Benefits of train the trainer courses

      By using our Call Centre Training train the trainer courses and trainer resources, you can:
      • Use professionally developed and comprehensive trainer materials
      • Download/print meaningful training resources 
      • Train an unlimited number of training delegates
      • Print as many copies of the training materials as you need
      • Print as many certificates as you require 
      • Add your company name and logo (and remove ours)
      • Rebrand workshop training materials to your needs
      • Completely customise training materials to your requirements
      • Have unlimited users within your organisation.

      Using train the trainer materials and resources

      Follow the instructions below to access your train the trainer course and training materials:

      • Complete your purchase 
      • You will receive an email with login details within a few minutes
      • Your train the trainer online course and trainer resources will be on your online account
      • Complete you train the trainer course and online assessment
      • Download, save or print your certificate - a hard copy of the certificate can be posted to your address for £6.00 within the UK
      • Download, save, or print your training materials
      • Amend training resources to suit your needs

      Who is this train the trainer course for?

      This 'Call Centre Training' train the trainer course is suitable for those looking to train other people including:

      • Independent training consultants
      • Training facilitators
      • Line managers
      • Internal learning and development managers
      • Tutors, teachers and lecturers 
      • Those wishing to start training 

      What's included in the train the trainer package?

      What you get in this 'Call Centre Training' train the trainer package:
      • Instructor Guide
      • Training Manual
      • Power Point Slides
      • Icebreakers 
      • Activities & Exercise Files
      • Flip Chart Notes
      • Quick Reference
      • Job Aids
      • Pre-Assignments
      • Quizzes and Testing
      • Pre-/Post-Assessments
      • Promotional Advertorials

      What are the aims of the 'Call Centre Training' trainer course?

      The aim of this 'Call Centre Training' training/workshop is to help your delegates improve the personal attributes that will enable them to interact effectively and harmoniously with other people.

      The 'Call Centre Training' helps your delegates to begin to see how important it is to develop a core set of soft skills. By managing and looking at the way people interact and seeing things in a new light, they will improve on almost every aspect of their career.

      Learning outcomes - 'Call Centre Training' trainer course

      When your delegates complete this 'Call Centre Training' course, they will:

      • Understand why soft skills are important for success in the workplace/business
      • Understand the Call Centre Training
      • Use soft skills to relate more effectively to others in the workplace/business
      • Understand how to use soft skills to communicate, problem-solve, and resolve conflict
      • Apply soft skills to specific situations in the workplace/business.

      What’s covered in this Call Centre Training course?

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

      Module One: Getting Started
      • Icebreaker
      • Housekeeping Items
      • The Parking Lot
      • Workshop Objectives
      Module Two: The Basics (I)
      • Defining Buying Motives
      • Establishing a Call Strategy
      • Prospecting
      • Qualifying
      • Case Study
      • Review Questions
      Module Three: The Basics (II)
      • Getting Beyond The Gate Keeper
      • Controlling The Call
      • Difficult Customers
      • Reporting
      • Case Study
      • Review Questions
      Module Four: Phone Etiquette
      • Preparation
      • Building Rapport
      • Speaking Clearly - Tone of Voice
      • Effective Listening
      • Case Study
      • Review Questions
      Module Five: Tools
      • Self Assessments
      • Utilizing Sales Scripts
      • Making the Script Your Own
      • The Sales Dashboard
      • Case Study
      • Review Questions
      Module Six: Speaking Like a Star
      • S = Situation
      • T= Task
      • A= Action
      • R = Result
      • Case Study
      • Review Questions
      Module Seven: Types of Questions
      • Open Questions
      • Closed Question
      • Ignorant Redirection
      • Positive Redirection
      • Negative Redirection
      • Multiple Choice Redirection
      • Case Study
      • Review Questions
      Module Eight: Benchmarking
      • Benchmark Metrics
      • Performance Breakdown
      • Implementing Improvements
      • Benefits
      • Case Study
      • Review Questions
      Module Nine: Goal Setting
      • The Importance of Goals
      • SMART Goals
      • Staying Committed
      • Motivation
      • Overcoming Limitations
      • Case Study
      • Review Questions
      Module Ten: Key Steps
      • Six Success Factors
      • Staying Customer Focused
      • The Art of Telephone Persuasion
      • Telephone Selling Techniques
      • Case Study
      • Review Questions
      Module Eleven: Closing
      • Knowing When it"s Time to Close
      • Closing Techniques
      • Maintaining the Relationship
      • After the Sale
      • Case Study
      • Review Questions
      Module Twelve: Wrapping Up
      • Words from the Wise
      • Review of Parking Lot
      • Lessons Learned
      • Completion of Action Plans and Evaluations

      What does call centre work involve?

      A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.

      A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.

      The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management. The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).

      Why choose our trainer training materials and trainer resources?

      1. All our train the trainer courses and learning materials can be accessed on any electronic/computerised device. You can download and save them, print out or use them from our electronic training portal.
      2. We have an extensive library of trainer the trainer courses and training materials with over 200 individual training courses and resources for training providers and facilitators.
      3. The Mandatory Training Group offers a wide range train the trainer courses and trainer resources for various subjects, including Soft Skills (in English and Spanish), Leadership & Management, Human Resources, Sales & Marketing, Microsoft Office, Health and Safety, Health and Social Care, Statutory and Mandatory Training Courses.
      4. All our train the trainer courses and training resources can be fully customised, for example:
        • Mix and match different training topics to suit your needs
        • Add your own existing content to tailor to your needs
        • Re-brand trainer training resources as your own
        • Tailor activities and examples to suit your organisation or sector.

      Professional trainer training resources and trainer materials

      Professional training resources are the cornerstone of all business training and development activities. These classroom-ready training workshop materials will save trainers hundreds of hours of preparation, and ensure a polished impression for new and seasoned trainers alike.

      Additional trainer training resources and trainer materials 

      In addition to the trainer training resources, The Mandatory Group also provides other trainer training materials including:

      • Training video clips
      • E-books
      • Audio-book training workshops
      • SCORM & TIN CAN API compliant E-Learning courses
      • Cloud-based Learning Management System.

      Corporate e-learning for organisations

      Are you responsible for organisational training and development or organisational statutory and mandatory compliance? You may want to find out more about how a 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, and
      • download/print training reports for compliance audits.

      You can also browse our full e-learning course catalogue or leadership and management courses and programs to find out more about our wide range of training courses and qualifications. Alternatively, contact our Support Team on 02476 100090 or via Email, stating your specific e-learning requirements.

      Call Centre Training - Online Train the Trainer Course & Trainer Materials 

      Call Centre Training Call Centre Training - Online Train the Trainer Course & Trainer Materials - The Mandatory Training Group UK -

      How do I book this course?

      To enroll onto this e-learning course, please add the course to your basket. From there, you will be able to go to our secure checkout page to complete your booking. Please note: If you are booking the course for a friend or colleague, this can be stated in the notes section of the ‘basket’ area so our system knows the individual(s) needing to be enrolled.

      Once your payment has been confirmed, you will receive a booking confirmation email with a receipt. Immediately after purchase, you will receive an email with further instructions and unique login credentials to access your learner account. You will then need to follow the instructions and login to your learner account, where the course(s) booked will be ready for you to start!

      How does the course work?

      Our online training courses can be completed the on your desktop computer, laptop, tablet or mobile device anywhere there is an internet connection.

      These online training courses are self-paced, so learners have full control and flexibility on when they wish to complete. There is no deadline for completion, but the course will expire from a learners account after 365 days, whether it has been accessed or not. Learners are required to achieve 80% pass mark to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

      Refund policy

      We want you to be completely satisfied with your training. We offer a 14-day money-back guarantee if you are not 100% satisfied.

      To request a refund, you should email our support team with your receipt stating why you would like to be reimbursed. You, or your learners, must not complete the training to make a valid refund claim. Any courses that have been completed and those with certificates achieved will not be valid for a refund.

      Will the course work on multiple devices, such as tablets and mobile phones?

      We recommend using a desktop or laptop device for the best learning experience. These online courses can also be taken on tablet and mobile devices, e.g. iPads and iPhones.

      Is a specific internet web browser recommended?

      For the best possible experience, we recommend that learners use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox. Please ensure there are no updates pending on your browser.

      How long do learners have to complete a course?

      There is no set completion time for this course. Learners can study in their own time at their own speed and may pause, leave and come back to the system to continue the training at any time.

      On successful completion of this e-learning course, you will be able to download, save and/or print a quality assured CPD certificate. Our CPD certificate can be used to provide evidence for compliance and audit (recognised internationally).

      Learners are required to achieve a score of 80% or higher on the end of course assessment to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

      All our online training courses and programs are accredited by the CPD Certification Service as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

      Are you looking to buy this course for multiple members of staff or a large group?

      We offer very competitive volume discounts for users looking to enrol multiple candidates on to any of our online training courses & qualifications.

      Please call our Support Team on 024 7610 0090 or go to our E-Learning for organisations page for full details and pricing:

      E-Learning for Organisations – Volume Discounts
      • Accredited UK training organisation
      • Wide range of courses and qualifications to meet UK legislation and guidelines
      • Over 500 online courses covering multiple business sectors
      • Intuitive learning management system for a greater learner experience
      • Free blended learning environment for all organisations using our system
      • Accredited on-site classroom training available
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