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Handling customers over the phone requires many skills, including verbal communication skills, proper telephone etiquette, problem resolution and escalation and active listening skills. The Professional Diploma in Call Center Skills Training is designed to provide you the skill building in every aspect of handling calls from customers such as the use of probing techniques, voice control, what to say when, rapport building and more. This course will help you expertly handle customer calls and ensure that every caller receives the best possible service.
Course Highlights
- The price is for the whole course including final exam – no hidden fees
- Accredited Certificate upon successful completion at an additional cost
- Efficient exam system with instant results
- Track progress within own personal learning portal
- 24/7 customer support via live chat
Professional Diploma in Call Center Skills Training has been given CPD accreditation and is one of the best-selling courses available to students worldwide.
This valuable course is suitable for anyone interested in working in this sector or who simply wants to learn more about the topic. If you’re an individual looking to excel within this field then Professional Diploma in Call Center Skills Training is for you.
We’ve taken this comprehensive course and broken it down into several manageable modules which we believe will assist you to easily grasp each concept – from the fundamental to the most advanced aspects of the course. It really is a sure pathway to success.
All our courses offer 12 months access and are designed to be studied at your own pace so you can take as much or as little time as you need to complete and gain the full CPD accredited qualification. And, there are no hidden fees or exam charges.
We pride ourselves on having friendly and experienced instructors who provide full weekday support and are ready to help with any of your queries. So, if you need help, just drop them an email and await a speedy response.
Furthermore, you can check the validity of your qualification and verify your certification on our website at any time.
So, why not improve your chances of gaining professional skills and better earning potential.
Assessment and Certification
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. After you have successfully passed the final exam, you will be able to order an Accredited Certificate of Achievement at an additional cost of £19 for a PDF copy and £29 for an original print copy sent to you by post or for both £39.
Career Path
Not only does our CPD and CiQ accredited course look good on your CV, setting you apart from the competition, it can be used as a stepping stone to greater things. Further advance your learning, launch a new career or reinvigorate an existing one.
On successful completion of this course, you have the potential to achieve an estimated salary of £35,000.
The sky really is the limit.
- 1 year
- Advanced
- Course Certificate
- Number of Units25
- Number of Quizzes2
- 20 hours, 15 minutes Gift this course
Course Curriculum
| 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 – Professional Diploma in Call Center Skills Training | 00:30:00 | ||
| Final Exam | |||
| Final Exam – Professional Diploma in Call Center Skills Training | 00:30:00 | ||
Course Ratings
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