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Contact Centre Training – Online CPD Accredited Training Course

Instant Access | Includes Assessment & Certificate | UK CPD Accredited | Instant Certificate Download


Imperium Edge

Summary

Price
£19.99 inc VAT
Study method
Online
Duration
4 hours · Self-paced
Access to content
365 days
Qualification
No formal qualification
CPD
4 CPD hours / points
Certificates
  • Certificate of completion - Free
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

4 students purchased this course

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Overview

Contact Centre - Intermediate Level - Online Training Course - CPDUK Accredited.

Welcome to our online Contact Centre 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 online Contact Centre 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.

Certificate duration: 2 years

Entry requirements: No entry restrictions

Recommended prerequisites: N/A

Assessment type: End of course assessment

Assessment pass mark – 80% needed to pass and gain a CPD certificate

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

Awarding/Accrediting body – CPD Certification Service (CPDUK)

Contact Centre - Intermediate Level - Online Training Course - CPDUK Accredited.

Certificates

Certificate of completion

Digital certificate - Included

CPD

4 CPD hours / points
Accredited by The CPD Certification Service

Description

Course aims

With our online Contact Centre 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 Centre 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.

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 Centre 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 centre training for meeting the client’s expectations.

What is covered in this course?

This online Contact Centre training course includes the following:

  • Module One: Getting Started
  • Module Two: It Starts at the Top
  • Module Three: Peer Training
  • Module Four: How to Build Rapport
  • Module Five: Learn to Listen
  • Module Six: Manners Matter – Etiquette & Customer Service (I)
  • Module Seven: Manners Matter – Etiquette & Customer Service (II)
  • Module Eight: Handling Difficult Customers
  • Module Nine: Getting the Necessary Information
  • Module Ten: Performance Evaluations
  • Module Eleven: Training Doesn’t Stop
  • Module Twelve: Wrapping Up.

Contact Centre - Intermediate Level - Online Training Course - CPDUK Accredited.

Who is this course for?

This online Contact 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.

Contact Centre - Intermediate Level - Online Training Course - CPDUK Accredited.

Requirements

Learn anywhere, anytime on any device.

You will need access to a desktop computer, laptop, tablet or smartphone device to complete these online courses. You can start, pause/stop and return to where you left off.

Our courses utilise responsive design features, making them available on any device of your choice.

Contact Centre - Intermediate Level - Online Training Course - CPDUK Accredited.

Career path

Our online courses and programmes range from introductory modules at Level 1 (awareness/beginner) to advanced and expert modules up to Level 6.

Our e-learning modules count towards CPD hours for professionals in various sectors as well as meeting mandatory and statutory requirements (where relevant).

Contact Centre - Intermediate Level - Online Training Course - CPDUK Accredited.

Questions and answers


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D K asked:

Is this course equivalent to a level 2?

Answer:

Good day DK. Many thanks for your enquiry. Our Contact Centre Training – Online CPD Accredited Training Course is an Intermediate/Level 2 course. Should you have any further questions, please let us know. Kind regards, IE Support Team

This was helpful. Thank you for your feedback.

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FAQs

Interest free credit agreements provided by Zopa Bank Limited trading as DivideBuy are not regulated by the Financial Conduct Authority and do not fall under the jurisdiction of the Financial Ombudsman Service. Zopa Bank Limited trading as DivideBuy is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and entered on the Financial Services Register (800542). Zopa Bank Limited (10627575) is incorporated in England & Wales and has its registered office at: 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG. VAT Number 281765280. DivideBuy's trading address is First Floor, Brunswick Court, Brunswick Street, Newcastle-under-Lyme, ST5 1HH. © Zopa Bank Limited 2024. All rights reserved.