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

Rp1986699

Save Rp666650 (25%)
OFF RRP Rp2653349
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%
(3403)
Average rating 4 out of 5 stars

3 December 2019 04:33:57 PM

Good Content

3 December 2019 09:24:14 AM

Good tips.

2 December 2019 06:02:31 PM

Very useful.

1 December 2019 10:01:20 PM

I learned about procrastination and eat that frog first. I learned goal setting, the 20/80 rule, handling tasks, the 1 minute and 5 munutes rule, prioritization of urgent/umportant and urgent/umimportant, trivial, its 4 segments, case studies of the otherwise, the SMART concept to goal, accepting mistake and bouncing back and put myself on track.

1 December 2019 08:28:15 PM

I learned organizing has to do with decluttering prioritizing and decide on things you want and need to keep, things that can be donated which are much more useful for others and things that are no longer useful or damaged that goes to bin. Think about document organization and desk work place organization that saves time and effective and productive working habit. Learned about procrastination and bad habits that disallow us from achieving our goals.

1 December 2019 05:11:19 PM

Its great learning on how to Create Personal Success. I learned that Imagination that creates Positive Mind then Dreams and Goal setting around Purposeful life that builds confidence self esteem persistence will power faith to stay focused and to be an expert in your areas of life has to do with imagination and positive self talk. Learning new things which are at uour best state and avoiding auto pilot and boredom or depression and learned something about relationships fependency.

27 November 2019 02:48:39 PM

A fantastic course. Well worthwhile. Thank you :)

25 November 2019 09:50:26 PM

Very informative. My organisation skill has improved a great deal.

25 November 2019 04:00:39 AM

It was a great privilege to have studied this course. My Organizational skill has improved. I also gave a new motivation towards reaching my goals and achieving success in life.

24 November 2019 03:48:47 PM

Very helpful information and easy to understand and It can be put into practice immediately

23 November 2019 06:13:18 PM

I enjoyed this course it was easy to understand, short, uncluttered and to the point. Thank you

19 November 2019 11:32:25 AM

Good material in this topic

18 November 2019 11:02:45 AM

The course helps you to improve your success by stating clear goals that you want to accomplish and alert you to manage time very wisely for self development in personal or work related scenarios.

17 November 2019 03:35:17 AM

I enjoyed the course. It was worth the time spent. The lectures were short and precise. Also simple to understand. Thank you very much.

14 November 2019 04:18:14 AM

Good Course!!!

14 November 2019 03:54:35 AM

Good Readings!!!

11 November 2019 09:30:17 AM

this is great

11 November 2019 09:08:21 AM

this is great

11 November 2019 01:52:55 AM

Good Course!!!

11 November 2019 12:06:07 AM

Excellent course.

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

(3403)
Average rating 4 out of 5 stars
5 star
50%
4 star
30%
3 star
13%
2 star
5%
1 star
2%

3 December 2019 04:33:57 PM

Good Content

3 December 2019 09:24:14 AM

Good tips.

2 December 2019 06:02:31 PM

Very useful.

1 December 2019 10:01:20 PM

I learned about procrastination and eat that frog first. I learned goal setting, the 20/80 rule, handling tasks, the 1 minute and 5 munutes rule, prioritization of urgent/umportant and urgent/umimportant, trivial, its 4 segments, case studies of the otherwise, the SMART concept to goal, accepting mistake and bouncing back and put myself on track.

1 December 2019 08:28:15 PM

I learned organizing has to do with decluttering prioritizing and decide on things you want and need to keep, things that can be donated which are much more useful for others and things that are no longer useful or damaged that goes to bin. Think about document organization and desk work place organization that saves time and effective and productive working habit. Learned about procrastination and bad habits that disallow us from achieving our goals.

1 December 2019 05:11:19 PM

Its great learning on how to Create Personal Success. I learned that Imagination that creates Positive Mind then Dreams and Goal setting around Purposeful life that builds confidence self esteem persistence will power faith to stay focused and to be an expert in your areas of life has to do with imagination and positive self talk. Learning new things which are at uour best state and avoiding auto pilot and boredom or depression and learned something about relationships fependency.

27 November 2019 02:48:39 PM

A fantastic course. Well worthwhile. Thank you :)

25 November 2019 09:50:26 PM

Very informative. My organisation skill has improved a great deal.

25 November 2019 04:00:39 AM

It was a great privilege to have studied this course. My Organizational skill has improved. I also gave a new motivation towards reaching my goals and achieving success in life.

24 November 2019 03:48:47 PM

Very helpful information and easy to understand and It can be put into practice immediately

23 November 2019 06:13:18 PM

I enjoyed this course it was easy to understand, short, uncluttered and to the point. Thank you

19 November 2019 11:32:25 AM

Good material in this topic

18 November 2019 11:02:45 AM

The course helps you to improve your success by stating clear goals that you want to accomplish and alert you to manage time very wisely for self development in personal or work related scenarios.

17 November 2019 03:35:17 AM

I enjoyed the course. It was worth the time spent. The lectures were short and precise. Also simple to understand. Thank you very much.

14 November 2019 04:18:14 AM

Good Course!!!

14 November 2019 03:54:35 AM

Good Readings!!!

11 November 2019 09:30:17 AM

this is great

11 November 2019 09:08:21 AM

this is great

11 November 2019 01:52:55 AM

Good Course!!!

11 November 2019 12:06:07 AM

Excellent course.

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 - Certificate

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.
 

Share this course

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

Learn More With Course Bundles

Popular Courses and Bundles

Get a FREE Career Planner