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This Call Centre Agent Training is designed to teach you the core competencies required to deal with customers over the phone.  It teaches your agents how to make a lasting impression for your business (over the telephone). The course helps you keep your team on the path to success while maintaining an interactive learning environment that will make your agents proud. Learn how to communicate verbally, understand your customer base, improve listening skills, identify tools to facilitate communication and so much more. You will be able to pick up tricks, tips, and receive the necessary training to help you make a difference and increase your skill over the telephone. The course will encourage your agents to be more than just another telephone voice and they will strive to keep your customers loyal. 

Method of Assessment:

Upon conclusion of the course, there’s an online multiple-choice quiz assessment, which will determine whether you have passed the course. The test is marked immediately and results are published instantly (60% pass mark).

Certification:

Certificates can be obtained at an additional cost of £9.99 for PDF, £16.99 for Printed Hardcopy format and £24.99 for Both for Both PDF and Hardcopy Certificates.

Requirements

There are no academic entry requirements for this course, and it is open to students of all academic backgrounds.

Course Curriculum

Module; 01
What’s Missing in Telephone Communication? 00:15:00
Verbal Communication Techniques 00:15:00
Who are Your Customers? 00:15:00
To Serve and Delight 00:05:00
Did You Hear Me? 00:15:00
Asking the Right Questions 00:15:00
Saying No 00:05:00
Sales by Phone 00:10:00
Taking Messages 00:05:00
Staying Out of Voice Mail Jail 00:05:00
Module; 02
Verbal Communication 00:30:00
To Serve and Delight 00:15:00
Exceptional Things about Telephone Sales 00:30:00
It’s More Than Just a Phase 00:30:00
Communication Essentials 01:00:00
Developing Your Script 00:45:00
Pre-Call Planning 00:15:00
Phone Tag and Call Backs 00:15:00
Following Up 00:15:00
Closing the Sale 00:15:00
Module; 03
Closing Down the Voice 00:10:00
Cold and Warm Calls 00:15:00
Developing a Script 00:15:00
Perfecting the Script 00:15:00
Developing a Script 00:15:00
Negotiation Techniques 00:15:00
It’s More Than Just a Phase 00:15:00
Phone Tag and Getting the Call Back 00:15:00
This is My Mentor 00:05:00
Stress Busting 00:05:00
News from Within 00:15:00
Mock Exam
Mock Exam- Call Centre Agent Training 00:20:00
Final Exam
Final Exam- Call Centre Agent Training 00:20:00

Course Reviews

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