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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 …
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£279.00 £17.00
1 YEAR ADVANCED COURSE BADGE COURSE CERTIFICATE
25
NUMBER OF UNITS
2
NUMBER OF QUIZZES
20 HOURS, 15 MINUTES
HOME
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
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
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
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 Intero
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
00:30:00
00:30:00
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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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