Certificate In Contact Center Training Online Course

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


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Rp1986699

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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
49%
4 star
31%
3 star
13%
2 star
5%
1 star
2%
(3116)
Average rating 4 out of 5 stars

24 July 2019 12:31:45 AM

easy and straight forward

20 July 2019 10:26:23 PM

I thoroughly enjoyed this course. I found it easy to understand, gained confidence in applying it's advice in my daily life, and am always attempting to adopt the many great principles it teaches. Thank you very much David for delivering a very valuable course. And congratulations on the successes you and your family have had in business. And many more successes to you all in future. God Bless.

20 July 2019 12:19:49 PM

Great Course

19 July 2019 12:56:02 PM

Great Course

19 July 2019 09:08:54 AM

VERY USEFUL INFORMATION I LEARNED ALOT

18 July 2019 11:32:30 AM

The course was clear and helpful. A suggested improvement is to enable the course summary to be downloaded to support later review and reflection.

17 July 2019 05:35:22 AM

Great course! Really helped me.

17 July 2019 03:21:36 AM

Very informative with great tips for the future

17 July 2019 03:18:35 AM

Very helpful and informative

14 July 2019 04:24:13 PM

Outstanding lessons on organization! Much needed.

10 July 2019 09:41:24 PM

Your course is really good but it is really hard to. Thanks for giving me a chance to complete it.

10 July 2019 07:51:05 PM

Excellent

9 July 2019 01:17:11 PM

This course forced me to think through many personal struggles in my life and helped me in pressing through them.

7 July 2019 05:55:14 AM

VERY GOOD

29 June 2019 03:48:16 PM

Easy to follow and understand with clear language and case studies

28 June 2019 12:53:36 AM

Thanks for all the tips for organizational skills!

27 June 2019 11:58:55 PM

Great training program. Really learned a lot over the 3 weeks. Very informativ3 qnd helpful. Amazing life skills and tips

24 June 2019 07:36:25 AM

I enjoyed this course. It is very informative and helpful. Th only thing I would like to have seen is different examples of schedules (paper vs computer) and how to create them.

23 June 2019 11:10:59 AM

Great course! Learned a lot about myself.

21 June 2019 04:18:30 AM

Very informative. Great tips for future

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

(3116)
Average rating 4 out of 5 stars
5 star
49%
4 star
31%
3 star
13%
2 star
5%
1 star
2%

24 July 2019 12:31:45 AM

easy and straight forward

20 July 2019 10:26:23 PM

I thoroughly enjoyed this course. I found it easy to understand, gained confidence in applying it's advice in my daily life, and am always attempting to adopt the many great principles it teaches. Thank you very much David for delivering a very valuable course. And congratulations on the successes you and your family have had in business. And many more successes to you all in future. God Bless.

20 July 2019 12:19:49 PM

Great Course

19 July 2019 12:56:02 PM

Great Course

19 July 2019 09:08:54 AM

VERY USEFUL INFORMATION I LEARNED ALOT

18 July 2019 11:32:30 AM

The course was clear and helpful. A suggested improvement is to enable the course summary to be downloaded to support later review and reflection.

17 July 2019 05:35:22 AM

Great course! Really helped me.

17 July 2019 03:21:36 AM

Very informative with great tips for the future

17 July 2019 03:18:35 AM

Very helpful and informative

14 July 2019 04:24:13 PM

Outstanding lessons on organization! Much needed.

10 July 2019 09:41:24 PM

Your course is really good but it is really hard to. Thanks for giving me a chance to complete it.

10 July 2019 07:51:05 PM

Excellent

9 July 2019 01:17:11 PM

This course forced me to think through many personal struggles in my life and helped me in pressing through them.

7 July 2019 05:55:14 AM

VERY GOOD

29 June 2019 03:48:16 PM

Easy to follow and understand with clear language and case studies

28 June 2019 12:53:36 AM

Thanks for all the tips for organizational skills!

27 June 2019 11:58:55 PM

Great training program. Really learned a lot over the 3 weeks. Very informativ3 qnd helpful. Amazing life skills and tips

24 June 2019 07:36:25 AM

I enjoyed this course. It is very informative and helpful. Th only thing I would like to have seen is different examples of schedules (paper vs computer) and how to create them.

23 June 2019 11:10:59 AM

Great course! Learned a lot about myself.

21 June 2019 04:18:30 AM

Very informative. Great tips for future

Load more reviews Loading...

We provide a 7 Day Money Back Refund on all Courses

Now Only Rp1986699 Save Rp666650 (25%)
OFF RRP Rp2653349
Delivery Method Online
Get Info Pack

Special Offer

 

Receive The Personal Success Training Program FREE, When You Purchase This Course - Limited Time Remaining!  (Value Rp5374000)

 

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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