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Call Centre Agent Training

Call Centre Agent Training

3 STUDENTS ENROLLED

Introduction:

Learn how to train the call centre agent with the Call Centre Agent Training course.

A call centre agent is a person who handles incoming or outgoing customer calls for a business . The course helps you to train your agent so that they can work skillfully and able to handle the phone calls and customers efficiently.

Description:

The course illustrates the areas you should focus while working as a call centre agent. Basic communication skills, telephone etiquette, handling difficult phone calls and customers, managing customers, the right ways of responding to the client’s questions etc. will be discussed in the course. Upon completion, you will be able to work in any organization as a call centre agent.

Course design

The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.

You are taught through a combination of

  • Video lessons
  • Online study materials
  • Mock exams
  • Multiple-choice assessment

How is the course assessed?

To successfully complete the course you must pass an automated, multiple-choice assessment. The assessment is delivered through our online learning platform. You will receive the results of your assessment immediately upon completion.

While I receive a certificate of completion?

Upon successful completion, you will qualify for the UK and internationally-recognised professional qualification and you can choose to make your achievement formal by obtaining your PDF Certificate at a cost of £9 and Hardcopy Certificate for £15.

Why study this course

Whether you’re an existing practitioner or aspiring professional, this course will enhance your expertise and boost your CV with key skills and an accredited qualification attesting to your knowledge.

The Call Centre Agent Training is open to all, with no formal entry requirements. All you need is a passion for learning, a good understanding of the English language, numeracy and IT, and to be over the age of 16.

Course Curriculum

Module 01
Overview 00:05:00
What’s Missing in Telephone Communication? 00:15:00
Verbal Communication Techniques 00:15:00
Who are Your Customers? 00:15:00
Module 02
To Serve and Delight 00:05:00
Did You Hear Me? 00:15:00
Asking the Right Questions 00:15:00
Saying No 00:05:00
Sales by Phone 00:10:00
Module 03
Taking Messages 00:05:00
Staying Out of Voice Mail Jail 00:05:00
Closing Down the Voice 00:10:00
Cold and Warm Calls 00:15:00
Developing a Script 00:15:00
Perfecting the Script 00:15:00
Module 04
Handling Objections 00:30:00
Negotiation Techniques 00:15:00
It’s More Than Just a Phase 00:15:00
Phone Tag and Getting the Call Back 00:15:00
This is My Mentor 00:05:00
Stress Busting 00:05:00
News from Within 00:15:00
Mock Exam
Mock Exam – Call Centre Agent Training 00:20:00
Final Exam
Final Exam – Call Centre Agent Training 00:20:00

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