Call Centre Training - Online Training Course & Certification

Call Centre Training - Online Training Course - Certificate in Call Centre Customer Service - Short Course  Phone skills are a highly valuable tool to have in an employee's skill-set,...
£49.99
£29.99
Availability: Many In Stock

Call Centre Training - Online Training Course - Certificate in Call Centre Customer Service - Short Course 

Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Centre Training will help provide those skills. This online course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientel. A more confident employee is also one that is happier, and happier employees will produce happier customers.

 

Study method - Online, self-paced (4-6 study hours)

Course format - Online (24/7 access), modular

Course Duration - Part-time (1-year access)

Qualification – CPD certificate of completion

Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones

Awarded Body – CPD Accreditation Service (UK)

Call Centre Training - Online Training Course - Certificate in Call Centre Customer Service - Short Course - The Mandatory Training Group -

Course aims 

Call centre training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organisation. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

Course objectives 

The objectives of this call centre training online course are to:

  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Familiarize myself with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.

What’s covered in this 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 online training courses?

All our e-learning courses can be accessed on any electronic/computerised device.

  • Study anywhere, in your own time and at your own pace!
  • Easy to follow and understand
  • Only 4-6 hours recommended study time
  • 1-year access to course & learning materials
  • Access your course anytime, anywhere & on any device
  • Complete course on desktop computer, laptop, tablet or smartphone
  • Additional references and downloadable materials available
  • CPD accredited certification on completion

    Course accreditation

    1. The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

    2.  All our online courses are accredited and internationally recognised (UK CPD Accreditation Service)

    Organisational e-learning

    Are you responsible for organisational training and development or organisational statutory and mandatory compliance? You may want to find out more about how 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
    • 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 Training Course & Certification 

    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
    Just added to your wishlist:
    My Wishlist
    You've just added this product to the cart:
    Go to Basket

    #title#

    #price#
    ×
    Sale

    Unavailable

    Sold Out