Contact Center Training – Online Training Course – CPD Accredited

Contact Center Training – Online Training Course – CPD Accredited

ZWD2,650.0

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

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 assist your customer base is paramount effectively.

With our Contact Center training course, participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with demanding costumers, build rapport, and excellent listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organisation.

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

  • Description
  • Reviews (0)

Description

Contact Center Training – Online Training Course – CPDUK Accredited E-Learning Course.

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

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 assist your customer base is paramount effectively.

With our Contact Center training course, participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with demanding costumers, build rapport, and excellent listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organisation.

Contact Center 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

With our online Contact Center training course, participants will discover the essential elements of being a productive employee of a contact centre.

The key to having a great customer experience using a contact centre is in 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 assist your customer base is paramount effectively.

Learning outcomes

The learning outcomes of this online Contact Center training course are to:

  • Know how to get management involved in training
  • Know why peer training works
  • Understand that manners are essential with a contact centre
  • Know how to build rapport with the callers
  • Know how to deal with demanding customers.

Who is this online Contact Center training course for?

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

For many people, the term Contact Center 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 Contact Center training course? 

This online Contact Center training course includes 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 is this online Contact Center training course essential?

Customers expectations for service are always increasing, and call centre training is a crucial part of the puzzle. Improving performance management and training best practices in the call centre is key to keeping your customers happy.

Customers rely only on those organisations where they get a quicker solution to their problems and get to interact with skilled agents. This is why the agents need to be provided with good quality Contact Center training for meeting the client’s expectations.

How do I book for the online Contact Center training course?

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

Once you complete your Contact Center 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 Contact Center training course online and login details. You should then be able to access the online Contact Center training course portal immediately and complete your online training modules.

Certification and Accreditation

On successful completion of the online Contact Center 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 Contact Center 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 Contact Center 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.

Contact Center Training – Online Training Course – CPDUK Accredited E-Learning Course.

Reviews

There are no reviews yet.


Only logged in customers who have purchased this product may leave a review.