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Explore the practical techniques of call centre skills through the [course_title] course and enhance your career in a call centre.
A call centre agent is a person who is responsible for handling the reputation of a call centre by receiving incoming and outgoing calls. He needs to handle account inquiries, customer complaints or support issues based on the business types. In this course, you will learn how to prepare for all these situations.
Assessment
This course does not involve any written exams. Students need to answer 5 assignment questions to complete the course, the answers will be in the form of written work in pdf or word. Students can write the answers in their own time. Each answer needs to be 200 words (1 Page). Once the answers are submitted, the tutor will check and assess the work.
Certification
Edukite courses are free to study. To successfully complete a course you must submit all the assignment of the course as part of the assessment. Upon successful completion of a course, you can choose to make your achievement formal by obtaining your Certificate at a cost of £49.
Having an Official Edukite Certification is a great way to celebrate and share your success. You can:
- Add the certificate to your CV or resume and brighten up your career
- Show it to prove your success
Course Credit: Edukite
Course Curriculum
| Call Centre and Customer Service Basics | |||
| Module One – Getting Started | 00:15:00 | ||
| Module Two – The Basics (I) | 00:30:00 | ||
| Module Three – The Basics (II) | 00:30:00 | ||
| Module Four – Phone Etiquette | 01:00:00 | ||
| Module Five – Tools | 01:00:00 | ||
| Module Six – Speaking Like a Star | 00:30:00 | ||
| Module Seven – Types of Questions | 01:00:00 | ||
| Module Eight – Bench marking | 00:30:00 | ||
| Module Nine – Goal Setting | 00:30:00 | ||
| Module Ten – Key Steps | 01:00:00 | ||
| Module Eleven – Closing | 01:00:00 | ||
| Module Twelve – Wrapping Up | 00:30:00 | ||
| Call Centre & Customer Service Training Course- Activities | 00:00:00 | ||
| Telephone Etiquette | |||
| Module One – Getting Started | 00:30:00 | ||
| Module Two – Aspects of Phone Etiquette | 01:00:00 | ||
| Module Three – Using Proper Phone Language | 01:00:00 | ||
| Module Four – Eliminate Phone Distractions | 01:00:00 | ||
| Module Five – Inbound Calls | 01:00:00 | ||
| Module Six – Outbound Calls | 01:00:00 | ||
| Module Seven – Handling Rude or Angry Callers | 01:00:00 | ||
| Module Eight – Handling Interoffice Calls | 01:00:00 | ||
| Module Nine – Handling Voicemail Messages | 01:00:00 | ||
| Module Ten – Methods of Training Employees | 01:00:00 | ||
| Module Eleven – Correcting Poor Telephone Etiquette | 01:00:00 | ||
| Module Twelve – Wrapping Up | 00:30:00 | ||
| Assessment | |||
| Submit Your Assignment | 00:00:00 | ||
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