Call Centre Training

Course details

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

Updated on 19 October, 2021