Contact Centre | Intermediate Level | Online Training Course | CPDUK Accredited | Instant Course Access | Includes Assessment & Certificate | Instant Certificate Download.<\/strong><\/p>\n

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Welcome to our online\u00a0Contact Centre training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).<\/p>\n

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.<\/p>\n

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.<\/p>\n

Certificate duration:<\/strong>\u00a02 years<\/p>\n

Entry requirements:<\/strong>\u00a0No entry restrictions<\/p>\n

Recommended prerequisites:<\/strong>\u00a0N\/A<\/p>\n

Assessment type:<\/strong>\u00a0End of course assessment<\/p>\n

Assessment pass mark<\/strong>\u00a0\u2013 80% needed to pass and gain a CPD certificate<\/p>\n

Cost(s) of assessment and certification<\/strong>\u00a0\u2013 All costs included in the course price<\/p>\n

Awarding\/Accrediting body<\/strong>\u00a0\u2013 CPD Certification Service (CPDUK)<\/p>\n

Who is the course for?<\/b><\/h2>\n

This online\u00a0Contact Centre training course was developed for customer service staff working in a call centre (call center).<\/p>\n

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.<\/p>\n

What is covered in this course?<\/b><\/h2>\n

This online Contact Centre training course includes the following:<\/p>\n

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• Module One: Getting Started<\/li>\n
• Module Two: It Starts at the Top<\/li>\n
• Module Three: Peer Training<\/li>\n
• Module Four: How to Build Rapport<\/li>\n
• Module Five: Learn to Listen<\/li>\n
• Module Six: Manners Matter \u2013 Etiquette & Customer Service (I)<\/li>\n
• Module Seven: Manners Matter \u2013 Etiquette & Customer Service (II)<\/li>\n
• Module Eight: Handling Difficult Customers<\/li>\n
• Module Nine: Getting the Necessary Information<\/li>\n
• Module Ten: Performance Evaluations<\/li>\n
• Module Eleven: Training Doesn\u2019t Stop<\/li>\n
• Module Twelve: Wrapping Up<\/li>\n<\/ul>\n

  Course aims<\/b><\/h2>\n

  With our\u00a0online Contact Centre training course, participants will discover the essential elements of being a productive employee of a contact centre.<\/p>\n

  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.<\/p>\n

  Learning outcomes<\/b><\/h2>\n

  The learning outcomes of this online Contact Centre training course are to:<\/p>\n

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

    What is a contact centre?<\/strong><\/h3>\n

    \u201cA 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\u201d<\/em><\/p>\n

    Why is this online\u00a0Contact Centre training course essential?<\/strong><\/h3>\n

    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.<\/p>\n

    Customers rely only on those organisations where they get a quicker solution to their problems and\u00a0get to interact with skilled agents. This is why the agents need to be provided with good quality contact centre\u00a0training for meeting the client\u2019s expectations.<\/p>\n

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    Contact Centre<\/strong>\u00a0|\u00a0Intermediate Level<\/strong>\u00a0| Online Training Course | CPDUK Accredited.<\/b><\/h4>\n","protected":false},"excerpt":{"rendered":"

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