Description

Description:

Call center agent is a person that represents the company through handling incoming and outgoing calls. Depending on the business they are in, it is possible for them to handle account inquiries, customer complaints or support issues. As call center agents are considered as representatives of a company, they must be trained to make sure they are representing the company well. Learn the necessary skills through this advanced call center course we are providing and become a professional call center agent.

Who is the course for?

Call center agents or customer service representatives who need to acquire skills for their profession.

People who are interested in call center customer service training.

Entry Requirement:

This course is available to all learners, of all academic backgrounds.

Learners should be aged 16 or over to undertake the qualification.

Good understanding of English language, numeracy and ICT are required to attend this course.

Assessment:

At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful.

Before sitting for your final exam, you will have the opportunity to test your proficiency with a mock exam.

Certification:

After you have successfully passed the test, you will be able to obtain an Accredited Certificate of Achievement. You can however also obtain a Course Completion Certificate following the course completion without sitting for the test. Certificates can be obtained either in hard copy at the cost of £39 or in PDF format at the cost of £24.

PDF certificate's turnaround time is 24 hours, and for the hardcopy certificate, it is 3-9 working days.

Why choose us?

Affordable, engaging & high-quality e-learning study materials;

Tutorial videos/materials from the industry leading experts;

Study in a user-friendly, advanced online learning platform;

Efficient exam systems for the assessment and instant result;

The UK & internationally recognized accredited qualification;

Access to course content on mobile, tablet or desktop from anywhere anytime;

The benefit of career advancement opportunities;

24/7 student support via email.

Career Path:

The Advanced Call Center Training course is a useful qualification to possess, and would be beneficial for the following careers:

Administration Assistant

Call Center Agents

Customer Service Representative

Online Assistant

Telephone Assistant.

Call Centre and Customer Service Basics
	Module One - Getting Started	00:15:00
	Module Two - The Basics (I)	00:30:00
	Module Three - The Basics (II)	00:30:00
	Module Four - Phone Etiquette	01:00:00
	Module Five - Tools	01:00:00
	Module Six - Speaking Like a Star	00:30:00
	Module Seven - Types of Questions	01:00:00
	Module Eight - Bench marking	00:30:00
	Module Nine - Goal Setting	00:30:00
	Module Ten - Key Steps	01:00:00
	Module Eleven - Closing	01:00:00
	Module Twelve - Wrapping Up	00:30:00
	Call Centre & Customer Service Training Course- Activities	00:00:00
Telephone Etiquette
	Module One - Getting Started	00:30:00
	Module Two - Aspects of Phone Etiquette	01:00:00
	Module Three - Using Proper Phone Language	01:00:00
	Module Four - Eliminate Phone Distractions	01:00:00
	Module Five - Inbound Calls	01:00:00
	Module Six - Outbound Calls	01:00:00
	Module Seven - Handling Rude or Angry Callers	01:00:00
	Module Eight - Handling Interoffice Calls	01:00:00
	Module Nine - Handling Voicemail Messages	01:00:00
	Module Ten - Methods of Training Employees	01:00:00
	Module Eleven - Correcting Poor Telephone Etiquette	01:00:00
	Module Twelve - Wrapping Up	00:30:00
Mock Exam
	Mock Exam- Advanced Call Centre Skills Training	00:30:00
Final Exam
	Final Exam- Advanced Call Centre Skills Training	00:30:00
Order Your Certificate and Transcript
	Order Your Certificates and Transcripts	00:00:00

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Advanced Call Centre Skills Training

By John Academy

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