Contact Centre Training - Online Training Course & Certification

Contact Centre Training - Online Training Course - Certificate in Contact Centre Skills - Communication Skills Training For many people, the term Contact Centre relates to sales calls and telemarketers....
£49.99
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Contact Centre Training - Online Training Course - Certificate in Contact Centre Skills - Communication Skills Training

For many people, the term Contact Centre relates to sales calls and telemarketers. There are so many avenues that a contact centre can be of assistance within a company that do not pertain to sales calls. A contact centre can provide customer support, information technology support, and much more. 

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
Contact Centre Training - Online Training Course - Certificate in Contact Centre Skills - Communication Skills Training - The Mandatory Training Group -

Course aims

With our “Contact Centre Training” e-learning course, participants will discover the basic elements of being an effective employee of a contact centre.

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. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount. 

Course objectives

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

  • 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.

What’s covered in this course?

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

Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Module Two: It Starts at the Top
  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study
  • Module Two: Review Questions
Module Three: Peer Training
  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Case Study
  • Module Three: Review Questions
Module Four: How to Build Rapport
  • Smile in Your Voice
  • Engage in Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study
  • Module Four: Review Questions
Module Five: Learn to Listen
  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Case Study
  • Module Five: Review Questions
Module Six: Manners Matter - Etiquette & Customer Service (I)
  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Right Way
  • Case Study
  • Module Six: Review Questions
Module Seven: Manners Matter - Etiquette & Customer Service (II)
  • “Reading” Your Customers
  • Properly Transferring Calls
  • Going the Extra Mile
  • Limit Information
  • Case Study
  • Module Seven: Review Questions
Module Eight: Handling Difficult Customers
  • Keep Calm
  • Listen, Repeat, and
  • Avoid Placing Blame
  • Solve the Problem
  • Case Study
  • Module Eight: Review Questions
Module Nine: Getting the Necessary Information
  • Have a Checklist
  • Linear Thinking
  • Open-Ended Questions
  • Close-Ended Questions
  • Case Study
  • Module Nine: Review Questions
Module Ten: Performance Evaluations
  • Consistent Service
  • Abandoned Calls
  • Speed of the Answer
  • Length of Call
  • Case Study
  • Module Ten: Review Questions
Module Eleven: Training Doesn’t Stop
  • Evaluate Progress
  • Get Feedback on Training
  • Kudos to Deserving Employees
  • Have Monthly Meetings
  • Case Study
  • Module Eleven: Review Questions
Module Twelve: Wrapping Up
  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

What is a contact centre?

"A contact centre, also called call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone"

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.

        Contact 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
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