Description
Contact Centre | Intermediate Level | Online Training Course | CPDUK Accredited | Instant Course Access | Includes Assessment & Certificate | Instant Certificate Download.
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)
Who is the 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.
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
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.
