Call Centre Training – Online Training Course – CPD Accredited

ZWD3,500.0

Welcome to our online Call Centre training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).

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 Call Centre training course will help participants improve their phone skills, which will make them more confident, improve sales, and help gain new customers while retaining current clientele. A more confident employee is also one that is happier, and happier employees will produce more satisfied customers.

Call Center 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 as a whole. 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.

LearnPac Systems is a leading UK provider of accredited online training courses, programmes and qualifications.

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Description

Call Centre Training – Online Training Course – CPDUK Accredited E-Learning Course.

Welcome to our online Call Centre training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).

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 Call Centre training course will help participants improve their phone skills, which will make them more confident, improve sales, and help gain new customers while retaining current clientele. A more confident employee is also one that is happier, and happier employees will produce more satisfied customers.

Call Center 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 as a whole. 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.

Call Centre Training Course – CPDUK Accredited E-Learning Course

Study method – Online, self-paced

Estimated duration (Indicative CPD hours) – 4 hours

Course format – Online (24/7 access)

Entry requirements – no prerequisites required

Assessment type – Complete end of course assessment (80% needed to pass and gain CPD certificate)

Certification/Qualification – Downloadable CPD certificate

Cost(s) of assessment and certification – Assessment and certification costs included in the course price

Course accreditation – CPD Certification Service (CPDUK)

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

Course delivery – via desktop PC/MAC, laptops, tablets or smartphones.

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.

Learning outcomes

The learning outcomes of this online Call Centre training course are to:

  • Define and understand call centre strategies
  • Identify different types of buying motivations
  • Create SMART goals
  • Familiarise with strategies that sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks.

Who is this online Call Centre training course for?

This online Call Centre training course was developed for customer service staff working in a call centre (call center).

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 does not pertain to sales calls. A contact centre can provide customer support, information technology support, and much more.

What is covered in this online Call Centre training course? 

This online Call Centre training course includes 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
  • Utilising 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

Why is this online Call Centre training course essential?

A call centre or call centre 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 the company are routed to appropriate people, contacts to be tracked, and data to be gathered. It is generally a part of the 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).

Our Call Centre training course covers all the essential skills required by customer service personnel.

How do I book for the online Call Centre training course?

You can book for Call Centre training course online. Just click ‘Buy Now’ in the top right-hand corner of this page to order the Call Centre training course online. Follow the instructions to complete the order for your Call Centre training course.

Once you complete your Call Centre online order, you will receive a confirmation email within a few minutes. You will also receive a separate email providing you with the link to the Call Centre training course online and login details. You should then be able to access the online Call Centre training course portal immediately and complete your online training modules.

Certification and Accreditation

On successful completion of the online Call Centre training 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).

LearnPac Systems and The Mandatory Training Group have worked with a range of subject matter experts to develop high-quality online training courses and programmes. The CPD Certification Service (CPDUK) has peer-reviewed independently and accredited our online Call Centre training course as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

Click here to see our CPDUK corporate continuing professional development accreditation.

Online assessment

On completion of the online Call Centre training course, you will be required to complete an online assessment (pass mark of 80%).

If you don’t pass the first, don’t worry! You can take the online test as many times as you need with no extra charge.

Click Here for Online Training Courses, Programmes and Qualifications.

Why choose LearnPac Systems’ E-Learning courses?

LearnPac Systems is a leading UK provider of accredited online training courses, programmes and qualifications including the following categories:

LearnPac Systems is a leading UK provider of accredited online training courses, programmes and qualifications. Contact our Support Team on 024 7610 0090 or via Email to discuss your online training requirements.

Call Centre Training – Online Training Course – CPDUK Accredited E-Learning Course.

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