Call Centre Training - Online Course - CPD Accredited

Call Centre Training - Online Course - CPD Accredited.

Welcome to The Mandatory Training Group's 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 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 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.

Course content

This online Call Centre Training course includes the following:

• Module One: Getting Started
• Module Two: The Basics (I)
• Module Three: The Basics (II)
• Module Four: Phone Etiquette
• Module Five: Tools
• Module Six: Speaking Like a Star
• Module Seven: Types of Questions
• Module Eight: Benchmarking
• Module Nine: Goal Setting
• Module Ten: Key Steps
• Module Eleven: Closing
• Module Twelve: Wrapping Up

Who is the course for?

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

For many people, the term Call 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.

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.

Download Full Course Description (PDF)

Call Centre Training - Online Course - CPD Accredited.