Certificate In Contact Center Training Online Course

Discover the basic elements of being an effective employee of a contact center

Certificate In Contact Center Training Online Course

NOW ONLY

US$199

Save US$70 (26%)
OFF RRP US$269
Get Info Pack

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. 

Join our customer service training programs today!

By the end of this Contact Center Training Short Course, you will be able to:

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

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

Course Delivery

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

Recognition & Accreditation

This course is internationally recognized and accredited by the International Association of Online Training Standards (IAOTS). The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Business Communication Leadership Courses

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

Please Note: We have included reviews from our Personal Success Program as we provide this free program with every course.

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. For students who do not have access to either a computer or the internet.

Minimum specifications for the computer are:

Windows:

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

MAC/iOS

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

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash 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

Customer Reviews

5 star
50%
4 star
30%
3 star
13%
2 star
5%
1 star
2%
(3270)
Average rating 4 out of 5 stars

13 October 2019 03:56:37 AM

Enjoying learning this necessary information for personal success.

11 October 2019 05:42:28 PM

It has helped me learn self conr-wwwwwwwwwww'

10 October 2019 09:27:40 PM

The course is very informative and helped me to be more aware of goals,how to build confidence to achieve the goals and to be positive with every situation to get resolve.

9 October 2019 08:49:39 PM

It has helped me overcome procrastination and helped me get tasks done efficiently.

9 October 2019 01:40:08 PM

Excellent, Need I say any more.

5 October 2019 07:54:10 PM

I enjoyed this course, it is always good to look back and re-visit what was once learned and see where you can improve. Easy to follow and to the point.

5 October 2019 04:54:24 PM

The course helped me re-visit some forgotten techniques

5 October 2019 10:08:51 AM

great

5 October 2019 10:07:53 AM

awesome

5 October 2019 10:06:02 AM

awesome

4 October 2019 12:19:59 PM

excellent

3 October 2019 08:16:25 PM

awesome

1 October 2019 02:36:20 PM

This course has assisted me in identifying areas i need to work on a practical measures to instantly become more organised.

1 October 2019 04:28:40 AM

This course helps me a lot and I understand more clearly.

Thank you!

1 October 2019 03:34:46 AM

Great course, I fell like I will improve my organizational skills on a 100%

1 October 2019 02:01:12 AM

I must be honest here. I have learnt so much from this course, even in my own personal life I have learnt to apply this training course.
Thank you for this.
Regards
Nico van den Berg

30 September 2019 06:45:46 PM

This course gives fantastic information about overcoming procrastination, setting goals,getting organized and staying motivated! I reccomend this course to anyone wanting to improve themselves and their work.

30 September 2019 09:59:02 AM

This is a great course that gives ideas to stay motivated and organized. I recommend this course to anyone who wants to better themselves.

30 September 2019 06:11:15 AM

Very Interesting and Useful

28 September 2019 10:10:59 AM

Confidence, goal, fighting fear, controlling emotions are important things in life. Who you were back then and who you are today: It's all about your strong mind and learning new things and keeping positive thoughts.

Load more reviews Loading...
About this Course

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. 

Join our customer service training programs today!

By the end of this Contact Center Training Short Course, you will be able to:

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

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

Course Delivery

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

Recognition & Accreditation

This course is internationally recognized and accredited by the International Association of Online Training Standards (IAOTS). The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Business Communication Leadership Courses

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

Please Note: We have included reviews from our Personal Success Program as we provide this free program with every course.

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. For students who do not have access to either a computer or the internet.

Minimum specifications for the computer are:

Windows:

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

MAC/iOS

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

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash 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

(3270)
Average rating 4 out of 5 stars
5 star
50%
4 star
30%
3 star
13%
2 star
5%
1 star
2%

13 October 2019 03:56:37 AM

Enjoying learning this necessary information for personal success.

11 October 2019 05:42:28 PM

It has helped me learn self conr-wwwwwwwwwww'

10 October 2019 09:27:40 PM

The course is very informative and helped me to be more aware of goals,how to build confidence to achieve the goals and to be positive with every situation to get resolve.

9 October 2019 08:49:39 PM

It has helped me overcome procrastination and helped me get tasks done efficiently.

9 October 2019 01:40:08 PM

Excellent, Need I say any more.

5 October 2019 07:54:10 PM

I enjoyed this course, it is always good to look back and re-visit what was once learned and see where you can improve. Easy to follow and to the point.

5 October 2019 04:54:24 PM

The course helped me re-visit some forgotten techniques

5 October 2019 10:08:51 AM

great

5 October 2019 10:07:53 AM

awesome

5 October 2019 10:06:02 AM

awesome

4 October 2019 12:19:59 PM

excellent

3 October 2019 08:16:25 PM

awesome

1 October 2019 02:36:20 PM

This course has assisted me in identifying areas i need to work on a practical measures to instantly become more organised.

1 October 2019 04:28:40 AM

This course helps me a lot and I understand more clearly.

Thank you!

1 October 2019 03:34:46 AM

Great course, I fell like I will improve my organizational skills on a 100%

1 October 2019 02:01:12 AM

I must be honest here. I have learnt so much from this course, even in my own personal life I have learnt to apply this training course.
Thank you for this.
Regards
Nico van den Berg

30 September 2019 06:45:46 PM

This course gives fantastic information about overcoming procrastination, setting goals,getting organized and staying motivated! I reccomend this course to anyone wanting to improve themselves and their work.

30 September 2019 09:59:02 AM

This is a great course that gives ideas to stay motivated and organized. I recommend this course to anyone who wants to better themselves.

30 September 2019 06:11:15 AM

Very Interesting and Useful

28 September 2019 10:10:59 AM

Confidence, goal, fighting fear, controlling emotions are important things in life. Who you were back then and who you are today: It's all about your strong mind and learning new things and keeping positive thoughts.

Load more reviews Loading...

We provide a 7 Day Money Back Refund on all Courses

Now Only US$199 Save US$70 (26%)
OFF RRP US$269
Delivery Method Online
Get Info Pack

Special Offer

 

Receive The Personal Success Training Program FREE, When You Purchase This Course - Limited Time Remaining!  (Value $600)

 

The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
Benefits:
  • How to layout a Success Plan.
  • Get where you want to be in life.
  • How to unclutter your mind to succeed.
  • Achieve your dreams using your imagination.
  • How to have faith in yourself.
Features:
  • 12 month online access,  24/7 anywhere.
  • Complement your individual course purchase.
  • Internationally recognized by the IAOTS.
  • Thousands of positive reviews.
  • Limited Time Offer - Ends Soon.
 

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Course Summary

Course ID No.: 020CCTOSC
Delivery Mode: Online
Course Access: Unlimited lifetime
Time required: Study at your own pace
Course Duration: 6-8 Hours
Assessments: Yes (multiple choice)
Qualification: Certificate

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