What you will learn

Study Call Center Training: Pursue a Career and Learn the Best Ways to Listen and be Heard

Call Centers are here to stay, although their livelihood depends on sophisticated operations and well trained agents who can get through to people. This comprehensive Call Center Training course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard.

The Call Center Online Training Course will help you understand why each phone interaction has elements of sales and customer service skills, which trainers will explore in detail throughout this energizing and practical workshop.

The call center training course is perfect for anyone aiming to become an exceptional call center agent. Whether you're a customer service representative, a contact center manager, or a member of a contact center team, this course will enhance your communicational skills and boost your job performance.

Our course covers all aspects of call center operations, from handling customer calls to dealing with difficult customers. You'll learn how to provide excellent customer service over the phone, enhancing the customer experience and increasing customer satisfaction.

The course covers developing active listening skills, agent training and how to handle difficult customers, as well as call centre metrics. These insights can help you improve your personal performance and contribute to the overall success of the call center.

Upon completion of the course, you will receive a call center certification. This certificate not only validates your new skills but also enhances your professional credibility. It's a testament to your commitment to providing excellent customer service and your proficiency in telephone communication.

Our Call Center Training course covers everything from business ethics to time management. You will not only learn to handle customer interactions effectively but also gain the professional communication skills needed to excel in your role. Whether it's business writing, public speaking, or telephone skills, our course has got you covered.

How will the Call Center Online Training Course be delivered?

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

1. Easy to follow and understand

2. Only 6 to 8 hours of study is required

3. Unlimited, lifetime access to online course

4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone

5. You can study from home or at work, at your own pace, in your own time

6. Certificate of Completion

Call Center Online Training Courses - Requirements

The Call Center Online Training Courses is delivered 100 percent online 24/7 and only takes 8 hours of study to complete.

To successfully complete this course, a student must:

●      Have access to the internet and the necessary technical skills to navigate the online learning resources

●      Have access to any mobile device with internet connectivity (laptop, desktop, tablet)

●      Be a self-directed learner

●      Possess sound language and literacy skills

Quick Course Facts

1. Course content is structured for easy comprehension

2. Approximately 8 hours of study is needed to complete the course

3. Registered students gain unrestricted access to the Call Center Online Training Courses

4. All course material is available online 24/7 and can be accessed using any device

5. Study online from anywhere in your own time at your own pace

6. All students who complete the course will be awarded with a certificate of completion

Recognition & Accreditation

Upon successful completion of this course and achieving a passing score for the assessment, you will be issued with an international continuing education credit (CEU) certificate.

This Certificate is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Session One: Course Overview

Session Two: What’s Missing in Telephone Communication?

• It’s Not What You Say; It’s How You Say It
• In the Absence of Body Language

Session Three: Verbal Communication Techniques

• Being Yourself and Sounding Your Best
• A Service Image

Session Four: Who are Your Customers?

• Define the Customer and Client
• About Relationships

Session Five: To Serve and Delight

Session Six: Did You Hear Me?

• Listening Skills
• The Mission: To Listen

Session Seven: Asking the Right Questions

• Open Questions vs. Closed Questions
• Probing Techniques

Session Eight: Saying No

• When We Say “No”
• Delivering Bad News

Session Nine: Sales by Phone

• Benefits of Telemarketing
• Rapport Building

Session Ten: Taking Messages

• Pen in Hand
• Effective Messages

Session Eleven: Staying Out of Voice Mail Jail

Session Twelve: Closing Down the Voice

Session Thirteen: Cold and Warm Calls

• The Cold Call
• The Warm Call

Session Fourteen: Developing a Script

• Scripting Techniques
• Sample Script

Session Fifteen: Perfecting the Script

• Making the Script Yours
• Using Cheat Sheets

Session Sixteen: Going Above and Beyond

• Fifteen Techniques for CCA Success
• Customize Your Service

Session Seventeen: Handling Objections

Session Eighteen: Closing the Sale

Session Nineteen: Feelings

Session Twenty: Changes in the Customer

• The Changing Customer
• What the Customer Wants

Session Twenty-One: Negotiation Techniques

• Mastering Negotiation Skills
• Practicing Negotiation

Session Twenty-Two: It’s More Than Just a Phase

• Phases of Negotiation
• Negotiation Made Easier

Session Twenty-Three: High Impact Moments

• Make It Count
• Creating Case Studies

Session Twenty-Four: Tips for Challenging Callers

• Tips and Tricks
• Caller Behaviors
• Up the Mountain

Session Twenty-Five: Dealing with Difficult Customers

• Dealing with Problems
• Dealing with Vulgarity

Session Twenty-Six: Phone Tag and Getting the Call Back

• Phone Tag
• Following Up

Session Twenty-Seven: This is My Mentor

Session Twenty-Eight: Stress Busting

Session Twenty-Nine: News from Within

• Management Reports
• Pre-Assignment Review
• CCA Reports

Session Thirty: Wrapping Up

• It’s a Wrap – Just About!
• Debrief

Session Thirty-One: Close with Vocals

• Recommended Reading List
• Post-Course Assessment
• Pre- and Post-Assessment Answer Keys
• Personal Action Plan

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)

All systems

Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

Entry requirements:

Students must have basic literacy and numeracy skills.

Minimum education:

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Device requirements:

Students will need access to a computer/any device and the internet.

1.  Who are Courses For Success?

Courses For Success is a course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.

Our courses span across the following categories:

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2.  Is there a refund/cancellation policy?

Yes, we have a 7-day money-back refund policy.

3.  What is the FREE Personal Success Training Program?

The Personal Success Training Program
was developed by Courses For Success to help our customers achieve
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4.  Are there any requirements to study this course?

No,
anyone who has an interest in learning more about this subject matter
is encouraged to take our course. There are no entry requirements to
take this course.

5.  Do I require to have finished high school to complete this course?

No,
you do not require a High School Diploma or to have finished school to
study this course, this course is open to anyone who would like to take
this course.

6.  What if English is not my first language?

This
course is provided in English, however, due to the digital nature of
our training, you can take your time studying the material and make use
of tools such as google translate and Grammarly.

7.  Is this course online or conducted in person?

All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After
you have completed the payment, you will receive a confirmation email
and tax receipt. You will also receive an email containing your course
login details (username and password), as well as instructions on how to
access and log in to your course via the internet with any device,
please check your junk/spam folder in the event that you do not receive
the email.

9.  When does this course start?

Providing
you have internet access you can start this course whenever you like,
just go to the login page and insert your username and password and you
can access the online material.

10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation.
By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.

Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

11.  What computer skills do I need for my course?

You
don't need to be a computer expert to succeed with our online training,
but you should be comfortable typing, using the internet and be capable
of using common software (such as Microsoft word).

12.  How long will you have access to the online course?

The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.

Please also check the course summary, as a small selection of courses have limited access.

13.  How long will my course take?

Course duration, is listed under Course Summary

14.  Do I need to buy textbooks?

All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

Yes, all our courses are interactive.

16.  Is there an assessment or exam?

Yes,
you will be required to complete a multiple-choice test online at the
end of your course, you can do this test as many times as you require.

17.  What type of certificate will I receive?

You
will receive a Certificate of Completion that is applicable worldwide,
which demonstrates your commitment to learning new skills. You can share
the certificate with your friends, relatives, co-workers and employers.
Also, include it in your resume/CV, professional social media profiles
and job applications.

Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."

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ELENA GRIFFIN - 5 STAR REVIEW
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Thank you Courses for Success for being part of my learning journey and making education affordable!"

Our
completion certificates are very valuable and will help you progress in
your work environment and show employers how committed you are to learn
new skills, you might even get a promotion.

18.  Will this course be credited by universities?

No, it is not equivalent to a college or university credit.

19.  Am I guaranteed to get a job with this certificate?

This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

20.  How will this course assist me with my career?

Studying
and completing this course will show employers that you have the
knowledge in this field, additionally you will gain more confidence in
this area of expertise.

21.  How long is the certificate valid for?

The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses
are studied online at your own pace and you are free to study as many
or as few courses as you wish, we also offer online course bundles that
allow you to save on additional courses so that you may get all the
topics related to your training goals in one go.

23.  What are the Payment Methods available? Is there a payment plan?

We accept payments via PayPal, Credit Card and Bank Transfer.

Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.

To pay via bank transfer contact us info@coursesforsuccess.com

24.  Can I purchase for multiple people?

Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com

25.  Can I request for an invoice before purchase?

Yes, you can request for an invoice via email at info@coursesforsuccess.com

26.  Purchase for a gift?

Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.

27.  Can I create my own course bundle?

Yes,
you can customize your own bundle. Please send us the complete list
with the exact course link of the courses you'd like to bundle up via
email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

28.  How will I contact Courses For Success if I have any questions?

You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

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