Description

Call centre operators often use a technique called "mirroring" to build rapport with customers. Mirroring involves subtly matching the customer's tone, speech patterns, and even their language. This can help put the customer at ease and create a more positive interaction. Our Call Center Training and Operations course is the key to unlocking your potential in the dynamic world of customer service. Delve into the essentials of call centre operations, master the art of effective communication, and learn to handle even the most challenging customers with finesse. You'll gain valuable insights into the latest call centre technology and trends, setting you on a path towards success in the industry. Join us and discover a world of opportunities in the call centre domain.

Key Features

CPD Accredited

FREE PDF + Hardcopy certificate

Fully online, interactive course

Self-paced learning and laptop, tablet and smartphone-friendly

24/7 Learning Assistance

Discounts on bulk purchases

Course Curriculum

Module 01 : Introduction to Call Centre

Module 02 : Traits of a Call Centre Agent

Module 03 : Agent and Customer Relationship

Module 04 : Telephone Etiquettes

Module 05 : Communication Skills

Module 06 : Scripts and Negotiation Techniques

Module 07 : Managing Difficult Customers

Module 08 : Call Centre Metrics and Benchmarking

Module 09 : Call Centre Technology and Trends

Learning Outcomes:

Enhance your customer service abilities.

Develop strong communication skills.

Handle difficult customers with confidence.

Understand call centre metrics and benchmarks.

Stay updated with industry technology and trends.

Acquire negotiation techniques for successful interactions.

Accreditation

This course is CPD Quality Standards (CPD QS) accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field.

CPD

10 CPD hours / points Accredited by CPD Quality Standards

Who is this course for?

Aspiring Call Centre Agents

Customer Service Representatives

Entry-level Sales and Marketing Professionals

Individuals looking to improve their communication skills

Recent graduates seeking a career in customer service

Anyone interested in the call centre industry

Career path

Call Centre Agent

Customer Service Representative

Telemarketing Executive

Sales Support Specialist

Complaints Handler

Customer Relations Coordinator

Certificates

Digital certificate

Digital certificate - Included

Once you've successfully completed your course, you will immediately be sent a FREE digital certificate.

Hard copy certificate

Hard copy certificate - Included

Also, you can have your FREE printed certificate delivered by post (shipping cost £3.99 in the UK).
For all international addresses outside of the United Kingdom, the delivery fee for a hardcopy certificate will be only £10.
Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

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Call Center Training and Operations Course

By Training Express

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