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Call Centre Certificate Level 3

Course Overview

Call Centre Certificate Course

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. 

Course Syllabus

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.

Fee & Payment Options

Paying in Instalments: £395 (Interest FREE Instalments)

Deposit: £95

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 Achievementfrom ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme.  This means that Brentwood open learning college has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 3 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner. 

The course itself has been designed by Brentwood open learning college to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards/Certa endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met.  A review of courses is carried out as part of the endorsement process.

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer 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.

Career Path

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. 

Who Should Take This Course?
  • Candidates looking to begin careers in call centre settings
  • Existing workers interested in climbing the career ladder
  • Customer service workers looking to improve personal competencies
  • Anyone with the goal of stepping up to a management role
  • Managers and team leaders with no formal qualifications
  • Anyone looking to enhance their CV and career prospects

Related Links:

Certificate in Business Communication (Level 3)

Certificate in Public Relations (Level 3)

Certificate in Telemarketing (Level 3)

Course Level
Level 3

Awarding Body
ABC Awards

Study Method
Online Learning

Course Duration
200 Hours Approx.

Entry Requirements
No entry requirement.

Start Date

  • Study the most critical elements of effective verbal communication
  • Learn how to identify the needs and expectations of every customer
  • Develop strong negotiation skills of value in sales settings
  • Explore effective techniques for dealing with challenging customers
  • Become a standout candidate for employment or promotion 

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