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Call Center Skills Training Level 2

4.6( 7 REVIEWS )
543 STUDENTS

Call Center Agent is the representative of the whole company. By handling the incoming and outgoing calls, she plays an important in the overall images of the call centre business. The proper customer care will not only increase the number of clients but also spreads the reputation of the company. Advanced Call Centre Training Course provides highly interactive and practical techniques and strategies of call centre etiquette for the customer care professionals. The course will help you to improve the service levels of your call centre by engaging the employees with lively presentation and perfect attitudes. In the course, you will learn how to handle the customer queries, complaints, or any other support issues over the phone. Throughout the training course, you will be familiar with the proper call centre etiquettes.

Why Should You Choose Call Center Skills Training Level 2

  • Internationally recognised accredited qualification
  • 1 year accessibility to the course
  • Free e-Certificate
  • Instant certificate validation facility
  • Properly curated course with comprehensive syllabus
  • Full-time tutor support on working days (Monday – Friday)
  • Efficient exam system, assessment and instant results
  • Access to the course content on mobile, tablet or desktop from anywhere anytime
  • Eligible for **Student ID** card which gives you 1000’s of discounts from biggest companies.

Career path

This course opens a new door for you to enter the relevant job market and also gives you the opportunity to acquire extensive knowledge along with required skills to become successful in no time. You will be able to stand out in the crowd after completing this course. You will also be able to add our qualifications to your Resume and make yourself worthy in the competitive job industry.

FAQs

Who is this course for?

There is no experience or previous qualifications required for enrolment on this course. It is available to all students of all academic backgrounds.

Is this course accredited?

Yes, this course is accredited by IAO and CPD Qualification Standards.

If I take the course, how will I be assessed?

Once you complete all the lessons/units, you are required to sit an exam which is multiple-choice. Pass mark is 60%.

Does this course include exams?

Yes, this course includes exams.

How can I achieve my certificate?

Once you successfully pass your exam you can obtain your certificate of achievement either in PDF or hard copy format, or both, for an additional fee.  Certificates are also available as e-certificates.

Is there any charge for certification?

Yes, there is an additional charge for the certification service.  Certificates are £4 each for PDFs and £8 each for hard copies. If both PDF and hard copy certificates are ordered at the same time, the cost is £10. E-certificates are available from your learning portal completely free of charge.

Can anyone validate my certificate through your website?

Yes, there is a unique code issued for every certificate and anyone can validate your certificate by using this code through our website.

Are there any prerequisites for the course?

There are no prerequisites for this course and it is open to everyone.

How long until I receive the course confirmation details?

Once you purchase a course your account will be set up within 48 hours and you will receive an email with your account details.

For how long do I have access to the course?

You will have access to the course for one year following purchase.

What support do you offer?

We provide 24 hours live chat support and our customer service team is available during working hours to answer your phone calls.

Course Curriculum

Understanding Customer Service
Understanding Customer Service 00:17:00
Identifying Customer Expectations 00:06:00
Providing Excellent Customer Service 00:07:00
Focusing on the Customer 00:08:00
Customer Service and the Telephone 00:08:00
Handling Complaints 00:12:00
Enduring Stress 00:13:00
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 Level 2- 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 – Call Center Skills Training Level 2 00:30:00
Final Exam
Final Exam – Call Center Skills Training Level 2 00:30:00

Course Reviews

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