Contact Center Training

For many people, the term Contact Centre relates to sales calls and telemarketers. There are so many avenues that a contact centre can be of assistance within a company that do not pertain to sales calls. A contact centre can provide customer support, information technology support, and much more.

Course aims

With our “Contact Centre Training” e-learning course, participants will discover the basic elements of being an effective employee of a contact centre.

The key to having a great customer experience using a contact centre is in the training. A well-trained contact centre 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.

Course objectives

The objectives of this contact centre training online course are 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.

What is a contact centre?

“A contact centre, also called call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone”

Why choose our online training courses?

All our e-learning courses can be accessed on any electronic/computerised device. You can study at work or at home, in your own time and at your own pace!

1. Easy to follow and understand
2. Only 6-12 hours recommended study time
3. 1 year access to course & learning materials
4. Access your course anytime, anywhere & on any device
5. Complete course on desktop computer, laptop, tablet or smartphone
6. Additional references and downloadable materials available
7. Certificate (IAOTS Accredited)

Course accreditation

1. The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.
2. All our online courses are accredited and internationally recognised by the International Association of Online Training Standards (IAOTS).

Organisational e-learning

Are you responsible for organisational training and development or organisational statutory and mandatory compliance? You may want to find out more about how Learning Management System (LMS) may help your organisation. With our interactive LMS, managers and administrators can easily:

• set up a FREE blended learning environment;
• upload essential documents;
• upload individual and group learners;
• manage learners, including tracking progress
• review who has completed training
• download/print training reports for compliance audits