Call Center Training – CPD Accredited – Online Training Course
£19.99
Welcome to our online Call Center Training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).
Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organisation as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.
- Overview
- Description
- Assessment
- Certification
- Why Choose Us?
- FAQs
Call Center Training – CPD Accredited - Online Training Course - CPD Accredited E-Learning Courses.
Study method - Online, self-paced
Estimated duration (Indicative CPD hours) - 4 hours
Course format - Online (24/7 access)
Entry requirements - no prerequisites required
Assessment type - Complete end of course assessment (80% needed to pass and gain CPD certificate)
Certification/Qualification - Downloadable CPD certified certificate
Cost(s) of assessment and certification - Assessment and certification costs included in the course price
Course accreditation - CPD Certification Service (CPDUK)
Course access - Part-time (1-year access)
Course delivery – via desktop PC/MAC, laptops, tablets or smartphones.
Who is the course for?
This online Call Center Training course was developed for customer service staff working in a call centre (call center).
For many people, the term Call Center 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.
Why is this course important?
A call centre or call centre is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.
A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.
The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about the company are routed to appropriate people, contacts to be tracked, and data to be gathered. It is generally a part of the company’s customer relationship management. The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).
Are you looking to buy multiple licences for your team?
We offer very competitive volume discounts for users looking to enrol multiple candidates on to any of our online health and social care training courses and qualifications.
Please call our Support Team on 024 7610 0090 or via Email to discuss your organisational e-learning requirements.
Call Center Training – CPD Accredited - Online Training Course - CPDUK Accredited E-Learning Courses.
Course aims and objectives
Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organisation. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.
Learning outcomes
The learning outcomes of this online Call Center Training course are to:
- Define and understand call centre strategies
- Identify different types of buying motivations
- Create SMART goals
- Familiarise with strategies that sharpen effective communication
- Use proper phone etiquette
- Set benchmarks.
Course content – Call Center Training – CPD Accredited - online course
This online Call Center Training course includes the following:
Module One: Getting Started
Module Two: The Basics (I)
Module Three: The Basics (II)
Module Four: Phone Etiquette
Module Five: Tools
Module Six: Speaking Like a Star
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Module Seven: Types of Questions
Module Eight: Benchmarking
Module Nine: Goal Setting
Module Ten: Key Steps
Module Eleven: Closing
Module Twelve: Wrapping Up
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Call Center Training – CPD Accredited - Online Training Course - CPDUK Accredited E-Learning Courses.
Is there an end of course assessment?
Yes, there is an end of course assessment. After completing the learning materials, you will be redirected to the ‘End of Course Assessment’ section.
How many questions am I required to answer?
You will be asked to answer 20 questions. These questions are a combination of single and multiple choice questions, reordering answers, filling in the blanks and open answers.
What is the pass mark for this course?
To pass the end of course assessment, you must achieve a passing rate of 80% or more.
If I fail, how many times can I take the end of course assessment?
You can retake the end of course assessment as many times as required.
Do I get charged for reattempting the end of course assessment?
No. There will be no extra charges for reattempting the end of course assessment.
Do I get a certificate once I have passed the course?
Yes, you can download a digital CPD certificate in PDF format after completing the end of course assessment. You can save or print your certificate from your learner profile.
Call Center Training – CPD Accredited - Online Training Course - CPDUK Accredited E-Learning Courses.
Complete 'End of Course Assessment'
After completing the end of course assessment with a passing rate of 80%, you will be able to download, save and/or print a quality assured CPD certificate.
Save or print your certificate from your device
You will be able to print or save your quality assured certificate in PDF format from your learner profile.
Posted certificate
If you require a hard copy of your certificate, this will cost £8.00. The certificate will be dispatched to you within 48 hours of completing the course.
Certificate renewal
This certificate does not have an expiration date. However, based on industry best practice guidelines, the recommended renewal period for the training is three years. The recommended renewal date will be indicated on your certificate.
Course accreditation
All our eLearning courses and training programmes are externally peer-reviewed and approved by the CPD Certification Service (CPDUK). These courses comply with the universally accepted Continuous Professional Development (CPD) guidelines. Our CPD certificates are recognised internationally and can be used to provide evidence for compliance and audit.
Career path
Our online courses and programmes range from introductory modules at Level 1 (awareness/beginner) to advanced and expert modules up to Level 6.
Our e-learning modules count towards CPD hours for professionals in various sectors as well as meeting mandatory and statutory requirements (where relevant).
Call Center Training – CPD Accredited - Online Training Course - CPDUK Accredited E-Learning Courses.
The Mandatory Training Group is an accredited and trusted leading provider of statutory and mandatory training for health and social care providers across all UK regions. Established by qualified health and social care professionals, we have extensive experience in various NHS, private and education sectors. Click here to see our full range of accredited courses, programmes and qualifications.
Why is compliance training required?
Staff working in health and social care environments must ensure that they complete appropriate statutory and mandatory training to provide safe and effective services.
Our health and social care training courses, programmes and qualifications were designed to provide effective learning and development opportunities for staff at all levels. Our packages include induction training, statutory and mandatory courses and continuing professional development (CPD).
Meet statutory and mandatory requirements
Our statutory, mandatory and specialist health and social care training courses are delivered in line with the relevant UK legislation and recommended practice and standards including:
- Continuing Professional Development (CPD)
- Care Quality Commission (CQC)
- Health and Safety Executive (HSE)
- National Institute for Health and Clinical Excellence (NICE)
- Qualifications and Credits Framework (QCF).
E-Learning for health and social care
We provide over 500 online CPD accredited training courses, programmes and qualifications. These course materials were developed to meet the needs of individuals and organisations from both the NHS and private sectors.
Some of the key benefits include health and social care workers to meet both their responsibilities and job roles, which are ideal for induction, awareness, knowledge and refresher training.
- Online, self-paced training
- 24-hour learner support
- High-quality interactive courses
- Intuitive learning management system
- Complete modules within 1-2 hours
- Meet organisational mandatory training needs
- Meet training requirements for statutory training
- Instant digital CPD certificates on completion
- Meet current UK legislation and guidelines
- Over 500 CPD courses covering multiple business sectors
- Free blended learning environment (BLE) for all organisations.
Learn anywhere, anytime on any device
You will need access to a desktop computer, laptop, tablet or smartphone device to complete these online courses. You can start, pause/stop and return to where you left off.
Our courses utilise responsive design features, making them available on any device of your choice.
Tutor support
Online email and chat support are available to enrolled students while studying to help clarify any questions.
Accredited UK training organisation
All the courses are accredited by the CPD Certification Service (CPDUK). The Mandatory Training Group is an accredited corporate provider of E-Learning courses, programmes and qualifications across all sectors. Click here to see our CPDUK accreditation.
The CPD certificates, awarded upon successful completion, can be used to log your hours against.
Call Center Training – CPD Accredited - Online Training Course - CPDUK Accredited E-Learning Courses.
How do I book this course?
To enrol on this e-learning course, please add the course to your basket. From there, you will be redirected to our secure checkout page to complete your booking.
What if I am booking the course for someone else?
If you are booking the course for someone else, please state their name(s) in the 'notes' section of the basket. You will be able to enrol the course to the learner from your profile.
How do I access my learning materials?
Once your payment has been confirmed, you will receive a booking confirmation email with a receipt. Immediately after purchase, you will receive an email with further instructions and unique login credentials to access your learner account. Next, you will need to follow the instructions and login to your learner account.
How does the course work?
Our courses are divided into six units. You can either read or listen to the course materials. At the end of each unit is a 'knowledge check' section. This section helps the learners remember what they have learnt.
Do I need a computer to complete this course?
Our online training courses can be completed on your desktop computer/Mac, laptop, tablet or mobile device. These online courses are easily accessible as long as there is an internet connection.
How long does it take to complete this course?
These online training courses are self-paced. Therefore, learners have full control and flexibility on when they wish to complete the material.
What is the deadline to complete this course?
There is no deadline for completion. The course will expire from a learner's account after 365 days, whether it has been accessed or not.
Do I complete the end of course assessment online?
Yes. All end of course assessments are completed online.
What is the passing rate for this course?
Learners are required to achieve a passing rate of 80% or more to complete the course and gain a CPD certificate.
When will I get my certificate?
To obtain your certificate, you need to complete the end of course assessment first. A passing rate of 80% or more is required to gain a CPD certificate.
Where will I find my certificate?
Obtained certificates can be downloaded from the learner's profile page.
What is your refund policy?
We want you to be completely satisfied with your training. Thus, we offer a 14-day money-back guarantee if you are not 100% satisfied.
To request a refund, you should email our Support Team with your receipt stating why you would like to be refunded. Any courses that have been completed and those with certificates will not be valid for a refund.
Will I be able to access learning materials on multiple devices, such as tablets and mobile phones?
Yes, you can access the learning materials from any electronic device that has an internet connection. However, we recommend that you use a desktop or laptop device for the best learning experience. These online courses can also be taken on tablet and mobile devices, such as iPads, iPhone and Android mobile phones.
Is a specific internet web browser recommended to complete this course?
For the best possible experience, we recommend that learners use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox. Please ensure no updates are pending on your browser.
How long do learners have to complete a course?
There is no estimated completion time for this course. Learners can study in their own time at their speed. Learners may pause, leave and come back to the system to continue the training at any time.
How many CPD hours or CPD points is this course worth?
The CPD hours depend on how long each learner takes to complete the course materials and assessments. Each course will indicate the anticipated completion time. This gives a general indication of the CPD hours for those who are required to submit their continuing professional development hours.
