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Certificate in Contact Center Training

95% New

For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls. A contact center can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact center is in the training. A well trained contact center 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 effectively assist your customer base is paramount. With our “Contact Center Training” Training, your participants will discover the basic elements of being an effective employee of a contact center.

Learning Objectives

Some of the Key Learning Objectives of Contact Center Training course is:

  • How to get management involved in training.
  • Why peer training works.
  • Those manners are important with a contact center.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

Course Outline

To achieve Contact Center Training Certificate learner must have to achieve Mandatory Modules with UK Professional Development Academy.

Modules Outline

  1. It Starts at the Top
  2. Peer Training
  3. How to Build Rapport
  4. Learn to Listen
  5. Manners Matter – Etiquette & Customer Service (I)
  6. Manners Matter – Etiquette & Customer Service (II)
  7. Handling Difficult Customers
  8. Getting the Necessary Information
  9. Performance Evaluations
  10. Training Doesn’t Stop

Assessment

After studying through the training manual, Learner will have to attempt Final Test (online multiple-choice test – 2 attempts), if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 75%. You can retake the Test in the case of not being successful at first attempt.

Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test – Unlimited attempts).

All test(s) / Assessment(s) are online and are taken either through or after the course; these are included in the course price.

Duration

The minimum time period to complete this training is 4 Weeks. But it is self-paced course, and the duration of completion depends on the learner’s pace and ability to give time to study.
Learners will have access to their Training via Learning Platform for up to 12 months from the date of enrolment. During this period, flexibility will be given to learners for completing the course at any time.

Certification

Upon successfully passing the Final Assignment(s) / Final Test Learner needs to pay for Certificate of Completion from UKPDA either in PDF format or Hardcopy.
Certificate of Completion (PDF format) = £27
Certificate of Completion (Hardcopy) = £35 + postage charges £9

Duration 4 Weeks - 12 Months
Level Professional
Study Method Online – Self-Paced
Start Date Enrol Today
Price £350.00 £17.50

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