عبر الإنترنت
Brentwood Open Learning College Call Centre Training Brentwood Open Learning College
  • مدة الدورة التدريبية: 200 ساعة إبدأ الآن
  • معتمدة من قبل: ABC Awards
  • الشهادة:
  • طريقة تقديم الدورة: عبر العرض التقديمي

تفاصيل الدورة

Call Centre Training

Certificate of achievement in Call Centre Training Level 3. Additional CPD Accredited Certificate with 70 CPD points available with no extra study.
Endorsed Call Centre Level 3 Certificate of Achievement. Discover what it takes to climb the ranks in a dynamic and enjoyable customer service environment, with this exclusive Level 3 Call Centre Training Certificate! Whether looking to advance an existing career or explore an exciting new career path, a endorsed distance learning program from Brentwood Open Learning College could make all the difference!
Call centre workers at all levels fulfil a role of unique importance. Serving as the very frontline representatives for the organisation as a whole, they are the first and often the only point of contact many customers encounter. As such, call centre employees carry the brand’s reputation and professional position squarely on their shoulders. Where outstanding service is provided, customers are left with a positive impression of the business as a whole. Meaning that the actions and attitudes of call centre staff have a direct impact on the success and performance of the the entire organization. While the very best call centre talent represents a priceless business asset, poor representation can jeopardise a brand’s perception and performance.
This exclusive Level 3 Call Centre Training Certificate is ideal for anyone interested in developing the strongest competencies and confidence in any call centre environment. Call centres continue to play a critical role in the daily operations of millions of organisations on a global basis. Whether looking to advance your own career or provide your employees with a beneficial and accessible opportunity for professional development, this endorsed course could prove invaluable.
Explore the possibilities with Brentwood Open Learning College and discover the benefits of dynamic distance learning!

Course Outline

This insightful Call Centre Training Certificate is delivered across seven intensive yet accessible modules – each followed by an online assessment to test and verify your new skills and knowledge. Your tutor and the wider Brentwood Open Learning College team will provide you with the support you need at all times, to ensure you successfully complete each unit and the course as a whole.
Module 1 – Verbal Communication Techniques
  • Role of Body Language over phone
  • Verbal Communication Techniques
  • The four E’s of an effective telephone voice
  • A Service Image
Module 2 – Who Are Your Customers?
  • Define the Customer and Client
  • About Relationships
  • To Serve and Delight
  • Listening Skills
  • Active Listening
  • The Mission: To Listen
Module 3 – Asking the Right Questions
  • Open Questions vs. Closed Questions
  • Probing Techniques
  • Saying No Effectively
Module 4 – Sales by Phone
  • Benefits of Telemarketing
  • Rapport Building
  • Taking Messages
  • Effective Messages
  • Staying Out of Voice Mail Jai
  • Closing down the Voice
  • Cold and Warm Calls
Module 5 – Developing a Script
  • The Basic Script
  • Sample Script
  • Making the Script Yours
  • Module 6 – Negotiation Techniques
  • Handling Objections
  • Closing the Sale
  • The Changing Customer
  • What the Customer Wants
  • Negotiation Techniques
  • Practicing Negotiation
  • Phases of Negotiation
  • Negotiation Made Easier
  • High Impact Moments
Module 7 – Dealing with Difficult Customers
  • Dealing With Challenges Assertively
  • Dealing With Difficult People
  • Be a Problem Solver
  • Customer Problem Solving
  • The Fifth Critical Element – Measure It
  • The Sixth Critical Element – Reinforce It
  • Dealing With Stress
  • Plus more
تحديث بتاريخ 19 October, 2021

المتطلبات

No particular entry requirement.
Option 1
Certificate in Call Centre QLS Level 3 endorsed by Quality Licence Scheme
Certificate Fee: £85 + postal charges
Option 2
Certificate in Call Centre issued by CPD
PDF Certificate - FREE
Hard copy - £25 + postal charges
Option 3
CPD Accredited Certificate
(PDF format)=£30
(Hard copy)=£75 + postal charges
*Postage Charges: National £9, International £15

نبذة عن معهد Brentwood Open Learning College


Brentwood Open Learning College is UK's leading online and distance learning platform. We specialise in online learning and correspondence courses.
Where ever you are in the world you can choose from our accredited courses. Our aim is to make skills affordable and accessible for people from all walks of life. We provide a platform where you can polish your potentials by getting all the necessary skills, training and education you need for your successful life.

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