Call centre certificate course, offers an outstanding and comprehensive introduction to one of the business world’s most important professions. The role of the call centre worker in both marketing and customer care capacities has never been more pivotal, as the consumer public and global business community alike continue to demand ever-superior service standards.
As the first and often the only point of contact for millions of customers, call centre workers represent the front-line of most modern businesses. How they conduct themselves and carry out their duties can and will have an enormous impact on the performance of the business as a whole. Becoming a genuinely outstanding call centre worker and advancing to a higher positions demands dedication, experience and higher-level theoretical and practical knowledge of this uniquely important area of customer care.
Throughout the seven units of the course, candidates build an understanding of how everything that is said, suggested or left unsaid during a conversation influences the outcome. Essential questioning and listening skills are introduced, along with how to deal with resistance and the subtleties of professional negotiation. The course also investigates stress-management and how to deal with difficult situations, ultimately arming successful candidates with an array of genuinely invaluable skills and talents.
Call centre certificate course, consists of the following seven units:
Unit 1 – Verbal Communication Techniques
The first unit of the course focuses on verbal communication characteristics and techniques. Candidates are also introduced to the ‘Four Es’ of effective telephone communication – Expressive, Enunciate, Engage, Energize.
Unit 2 – Who Are Your Customers?
Understanding the customer and defining a target audience forms the core focus of Unit 2, which investigates how to identify what it is your clients need and ultimately how to provide it for them. Candidates begin to understand the criticality of audience analysis.
Unit 3 – Asking the Right Questions
The third unit moves onto the important art of asking the right questions in a business/sales/marketing context. Content covers the difference between open and closed questions, powerful probing techniques for call centre workers and the often-overlooked power and influence of the word ‘no’.
Unit 4 – Sales by Phone
Telemarketing is explored in greater detail in Unit 4, which shines light on the unique benefits of telesales and how to make more effective sales calls. Candidates also learn the specifics of and differences between warm and cold-calling, while introducing connecting with decision-makers.
Unit 5 – Developing a Script
The development of an effective script for successful call centre operations forms the core focus of Unit 5, incorporating invaluable teachings on scripting techniques, service customisation, script modification/improvement and how to make best use of ‘cheat sheets’.
Unit 6 – Negotiation Techniques
Candidates are introduced to crucial negotiation techniques in the sixth unit, including how to handle objections, bringing customers around to your own way of thinking and ultimately how to close more sales. The unit also outlines a series of exercises for practicing and developing negotiation techniques.
Unit 7 – Dealing with Difficult Customers
In the final course unit, candidates are guided through a series of helpful stress-management techniques along with how to deal with difficult situations and customers.
Paying in Instalments: £395 (Interest FREE Instalments)
No of Instalments: 12
Each Instalment: £25
Pay in Full: (£80 Discount) £315
At the end of this course successful learners will receive a Certificate of Achievement by ABC Awards and a Learner Unit Summary (which lists the details of all the units you have completed as part of your course).
The course itself has been designed by BOLC to meet specific learners’ or employers’ requirements. ABC Awards’ endorsement involves a robust and rigorous quality audit by external inspectors to ensure quality is consistently met. A regular review of courses is carried out as part of the endorsement process.
What is ABC Awards?
ABC Awards is a leading national Awarding Organisation, regulated by Ofqual, and the Welsh Government. They have a comprehensive portfolio of over 650 Ofqual regulated qualifications on the national Qualifications and Credit framework (QCF). It has a long-established reputation for developing and awarding high quality vocational qualifications across a wide range of industries. As a registered charity, ABC Awards combines 180 years of examination and assessment expertise but also implements a responsive, flexible and innovative approach to the needs of our customers.
Renowned for excellent customer service, and quality standards, ABC Awards also offers over 600 Ofqual regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.
This course will help you build the skills, knowledge and confidence required to excel in a call centre or telesales position. A recognised qualification can make all the difference when climbing the career ladder, where potential positions include sales representative, customer service agent, team leader, sales manager, customer relations manager and more. Typical salaries vary from £17,000 to £40,000+ with sufficient experience.
200 Hours Approx.
No entry requirement.
I chose BOLC’s courses for my small customer service team of four and have been delighted with the quality of the content. Affordable, flexible and the overall service package was top notch. I’d recommend them to anyone.
I credit BOLC with helping me step up to the position of team leader. I already had a passion for people and plenty of drive – I just needed a flexible course to help me develop my skills and knowledge.