What you will learn

Learn how to become an effective employee of a contact center

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” course, you will discover the basic elements of being an effective employee of a contact center.

Course overview

Enhance your customer service skills with our comprehensive training course designed to help you excel in handling customers over the phone. Our development program equips you with the necessary tools to deal with difficult customers, understand the needs of the digital customer, and adapt to the rapidly changing landscape of digital transformation.

Our effective training program focuses on creating an effective call center environment, fostering employee engagement, and promoting a positive employee experience. By participating in our employee training, you'll learn how to provide excellent customer service while simultaneously improving your team's performance.

Courses for Success understands the importance of human resources and aims to help you improve employee satisfaction and increase customer loyalty. Our course covers essential topics such as interactions with customers, leadership and management, and learning and development principles that are crucial to the success of any call center.

Through our online training, you'll gain access to valuable resources such as training material, training programs, training tools, and training videos designed to provide engaging learning experiences. Our course caters to both on-site and remote call centers or remote contact centers, ensuring that all professionals can benefit from our expert guidance.

Develop your professional communication, soft skill, and time management abilities with our skills training and sales training modules. Our training and certification program will prepare you to become a highly trained agent capable of managing complex customer interactions.

Upon completing our training and development course, you'll be well-equipped to run a successful call center and advance your career in the industry. Enroll in our training for call center professionals today and unlock your full potential in customer service and relationship management!

Course Fast Facts:

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

Why you need this course

You can elevate your career with our comprehensive contact center training course, designed to equip you with the essential skills and knowledge required to excel as a call center professional. At Courses for Success, we understand the importance of delivering exceptional customer service and have created this training program to help call center employees and contact center teams perform at their best.

Our call center course covers a wide range of topics, including communication skills, active listening, time management, and dealing with difficult customers. By enrolling in our training course, you'll learn how to handle customer calls effectively and exceed customer expectations while ensuring customer satisfaction.

The course includes access to high-quality training material, training videos, and engaging learning experiences that will help you develop your customer service skills and better understand the nuances of customer interaction. Our training and development program also addresses the challenges faced by remote call centers and remote contact center professionals in today's fast-paced digital world.

Our contact center training is suitable for call center staff, call center supervisors, and call center managers who want to improve their team's agent performance and employee experience. The course also provides valuable insights into quality assurance, relationship management, and digital transformation – all crucial aspects of running a successful call center.

In addition to honing your professional communication and soft skill competencies, this course offers sales training and compliance training to ensure that your contact center agent skills are well-rounded and up-to-date. Our center learning program also covers leadership and management principles, making it ideal for those aspiring to become call center supervisors or center managers.

Upon successful completion of our call center training, you'll have expertise in providing excellent customer service and handling interactions with customers over the phone. This certification training will not only boost your professional profile but also demonstrate your commitment to employee engagement and employee training.

Don't miss out on this opportunity to enhance your skills and advance your career in the call center industry.

Course Delivery

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

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 contact center agent training 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.

Other Business Communication Courses

Do you want your staff to communicate more effectively? A business communication course will teach you how to guide them to successful communications.

Module One: Getting Started

Module Two: It Starts at the Top

• Create an Open Culture 
• Understand Goals 
• Understand Agents’ Responsibilities 
• Identify Education Opportunities

Module Three: Peer Training

• Top Performing Employees 
• Discuss Role with Company 
• Critique Previously Recorded Calls 
• Cross Training

Module Four: How to Build Rapport

• Smile in Your Voice 
• Engage in Small Talk 
• Listen, Acknowledge, and Empathize 
• Be Yourself 

Module Five: Learn to Listen

• Allow Customer to Talk 
• Avoid Judgment 
• Take Notes 
• Recap the Call

Module Six: Manners Matter - Etiquette & Customer Service (I)

• Scripting 
• Dead Air 
• Tone & Inflection 
• Saying it the Right Way

Module Seven: Manners Matter - Etiquette & Customer Service (II)

• “Reading” Your Customers 
• Properly Transferring Calls 
• Going the Extra Mile 
• Limit Information

Module Eight: Handling Difficult Customers

• Keep Calm 
• Listen, Repeat, and 
• Avoid Placing Blame 
• Solve the Problem

Module Nine: Getting the Necessary Information

• Have a Checklist 
• Linear Thinking 
• Open-Ended Questions 
• Close-Ended Questions

Module Ten: Performance Evaluations

• Consistent Service 
• Abandoned Calls 
• Speed of the Answer 
• Length of Call

Module Eleven: Training Doesn’t Stop

• Evaluate Progress 
• Get Feedback on Training 
• Kudos to Deserving Employees 
• Have Monthly Meetings

Module Twelve: Wrapping Up

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:

•Animal    

•Beauty    

•Business    

•Health & Fitness     

•Finance

•Lifestyle    

•IT & Software    

•Personal Development

•Teaching & Academics

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
success. Currently, we are offering this program for FREE with every
course or bundle purchase this month. This is a limited time offer!

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."

Valencia Marie Aviles - 5 STAR REVIEW
"I
had a very good experience with my course. It has helped me to get
multiple jobs and prepared me for almost everything I would need to
know. The course was very informative and easy to understand and broken
up perfectly to be done in a short amount of time while still learning a
good amount! I would recommend Courses for Success to anyone trying to
get abs certifications for job advancements, it is well worth it!"

ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for
more.
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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