Call Centre Agent Training
Call Centre Agent Training
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1 Year Access 
Level 2 - Certificate
10 Students -
4 hours, 45 minutes
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Access The Latest CourseLearn 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
- Text 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.
Will I receive a certificate of completion?
Upon successful completion, you will qualify for the UK and internationally-recognised certificate 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 | |||
