Advanced call centre skills training-john academy

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Advanced Call Centre Skills Training ( 7 REVIEWS ) 

542 STUDENTS

Description: Call center agent is a person that represents the company through handling incoming and outgoing calls. Depending on the …

TAKE THIS COURSE

£279.00 £17.00

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1 YEAR ADVANCED COURSE BADGE COURSE CERTIFICATE

25

NUMBER OF UNITS

2

NUMBER OF QUIZZES

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20 HOURS, 15 MINUTES

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HOME

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CURRICULUM

REVIEWS

https://www.johnacademy.co.uk/course/advanced-call-centre-skills-training/

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02/01/2018

Advanced Call Centre Skills Training - John Academy

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 quali cation.

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 nal exam, you will have the opportunity to test your pro ciency with a mock exam.

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

PDF certi cate’s turnaround time is 24 hours, and for the hardcopy certi cate, it is 3-9 working days.

Why choose us?

A ordable, engaging & high-quality e-learning study materials; Tutorial videos/materials from the industry leading experts; Study in a user-friendly, advanced online learning platform; E cient exam systems for the assessment and instant result; The UK & internationally recognized accredited quali cation; Access to course content on mobile, tablet or desktop from anywhere anytime; The bene t of applying for NUS Extra Discount Card; 24/7 student support via email.

Career Path: The Advanced Call Center Training course is a useful quali cation to possess, and would be bene cial for the following careers: Administration Assistant Call Center Agents Customer Service Representative Online Assistant Telephone Assistant.

COURSE CURRICULUM

Call Centre and Customer Service Basics

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Module One – Getting Started

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00:15:00

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Module Two – The Basics (I)

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00:30:00

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Module Three – The Basics (II)

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00:30:00

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Module Four – Phone Etiquette

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01:00:00

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Module Five – Tools

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01:00:00

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Module Six – Speaking Like a Star

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00:30:00

https://www.johnacademy.co.uk/course/advanced-call-centre-skills-training/

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02/01/2018

Advanced Call Centre Skills Training - John Academy

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Module Seven – Types of Questions

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01:00:00

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Module Eight – Bench marking

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00:30:00

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Module Nine – Goal Setting

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00:30:00

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Module Ten – Key Steps

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01:00:00

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Module Eleven – Closing

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01:00:00

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Module Twelve – Wrapping Up

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00:30:00

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Call Centre & Customer Service Training Course- Activities

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00:00:00

Telephone Etiquette

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Module One – Getting Started

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00:30:00

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Module Two – Aspects of Phone Etiquette

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01:00:00

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Module Three – Using Proper Phone Language

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01:00:00

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Module Four – Eliminate Phone Distractions

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01:00:00

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Module Five – Inbound Calls

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01:00:00

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Module Six – Outbound Calls

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01:00:00

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Module Seven – Handling Rude or Angry Callers

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01:00:00

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Module Eight – Handling Intero

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01:00:00

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Module Nine – Handling Voicemail Messages

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01:00:00

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Module Ten – Methods of Training Employees

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01:00:00

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Module Eleven – Correcting Poor Telephone Etiquette

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01:00:00

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Module Twelve – Wrapping Up

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00:30:00

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00:30:00

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00:30:00

ce Calls

Mock Exam

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Mock Exam- Advanced Call Centre Skills Training

Final Exam

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Final Exam- Advanced Call Centre Skills Training

COURSE REVIEWS

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02/01/2018

Advanced Call Centre Skills Training - John Academy

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