Contact Centre Training - Online Course - CPD Accredited
Contact Centre Training - Online Course - CPD Accredited.
Welcome to The Mandatory Training Group's online Contact Centre training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).
Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to assist your customer base is paramount effectively.
With our online Contact Centre training course, participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with demanding costumers, build rapport, and excellent listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organisation.
Course content
This online Contact Centre training course includes the following:
- Module One: Getting Started
- Module Two: It Starts at the Top
- Module Three: Peer Training
- Module Four: How to Build Rapport
- Module Five: Learn to Listen
- Module Six: Manners Matter – Etiquette & Customer Service (I)
- Module Seven: Manners Matter – Etiquette & Customer Service (II)
- Module Eight: Handling Difficult Customers
- Module Nine: Getting the Necessary Information
- Module Ten: Performance Evaluations
- Module Eleven: Training Doesn’t Stop
- Module Twelve: Wrapping Up
Who is this course for?
This online Contact Centre training course was developed for customer service staff working in a call centre (call centre).
For many people, the term Contact Centre relates to sales calls and telemarketers. There are so many avenues that a contact centre can be of assistance within a company that does not pertain to sales calls. A contact centre can provide customer support, information technology support, and much more.
Course aims
With our online Contact Centre training course, participants will discover the essential elements of being a productive employee of a contact centre.
The key to having a great customer experience using a contact centre is in training. A well-trained contact centre can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to assist your customer base is paramount effectively.
Learning objectives
The learning outcomes of this online Contact Centre training course are to:
- Know how to get management involved in training
- Know why peer training works
- Understand that manners are essential with a contact centre
- Know how to build rapport with the callers
- Know how to deal with demanding customers.
Download Full Course Description (PDF)
