Every phone call requires some sales and marketing service skills. The Call Centre Agents Training Level 2 course teaches you the verbal communication techniques with body language and gestures, the use of tone, pitch and cadence while speaking, and effective listening skills and asking the right questions and taking messages. Throughout the course, you will also learn how to receive warm and cold calls, and vocal techniques to boost speech and communication skills.

Finally, the course will teach you how to handle the challenging customers or complains and the useful negotiation techniques. The course also guides you the recent call centre trends and strategies for controlling stress.

Why Should You Choose Call Centre Agents 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.


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 CiQ 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

  • Course Overview (Call Centre Agents Training Level 2)
  • 00:05:00
  • What’s Missing in Telephone Communication?
  • 00:15:00
  • Verbal Communication Techniques
  • 00:15:00
  • Who are Your Customers?
  • 00:15:00
  • To Serve and Delight
  • 00:05:00
  • Did You Hear Me? 
  • 00:15:00
  • Asking the Right Questions
  • 00:15:00
  • Saying No
  • 00:05:00
  • Sales by Phone
  • 00:10:00
  • Taking Messages
  • 00:05:00
  • Staying Out of Voice Mail Jail
  • 00:05:00
  • Closing Down the Voice
  • 00:10:00
  • Cold and Warm Calls
  • 00:15:00
  • Developing a Script
  • 00:15:00
  • Perfecting the Script
  • 00:15:00
  • Handling Objections
  • 00:30:00
  • Negotiation Techniques
  • 00:15:00
  • It’s More Than Just a Phase
  • 00:15:00
  • Phone Tag and Getting the Call Back
  • 00:15:00
  • This is My Mentor
  • 00:05:00
  • Stress Busting
  • 00:05:00
  • News from Within
  • 00:15:00
  • Mock Exam
  • Mock Exam- Call Centre Agents Training Level 2
  • 00:20:00
  • Final Exam
  • Final Exam- Call Centre Agents Training Level 2
  • 00:20:00

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