Certificate in Call Centre Success

Access Duration - 365 Days
Awarded By  Accredited By "CPD & iAP"
Guided Learning Hour 30 Guided Learning Hours (30)
Course Material Course Materialr Course Material
Number of Modules 06 Number of Modules 06
Assessment Included Mock Exam Included
Assessment Included Final Exam Included
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The customer is always right, right? Train for spectacular call centre success!

Do you work for a call centre dealing with product support or information enquiries? Do you carry out telemarketing? Perhaps you are required to make other types of calls on behalf of a charity or political organisation? Maybe you are interested in working within this field?

Well-trained call centre staff are at the heart of any operation. For many customers or potential customers, call centre staff are their only contact with an organisation. If that contact is positive, courteous, helpful, and professional then it is of immense benefit to the organisation. It is an important aspect of business as it will build a positive reputation and will attract repeat customers. 

Call centre employees who know how to handle the diverse situations they are faced with, using skill and professionalism, are an asset to any organisation.  The employee themselves will also benefit as they will be more employable and could get performance bonuses.

As a leading UK training provider, Global Edulink understands what it takes to shine in this arena and as such, have formulated a course aimed at equipping you with the skills and confidence to undertake these responsibilities, such as answering questions proficiently, overcoming objections and ultimately, to excel in every aspect of your role.

In addition, you will be taught the importance of corporate social responsibility strategies which encourage companies to make a positive impact on the environment and their stakeholders (which include consumers, employees, communities, investors, and others). You will also come to understand how to develop your professionalism, how customers behave and what they expect, and techniques for more effective communication with customers, all while maintaining a positive attitude.

By studying this course you will gain practical skills and confidence to improve the value of your sales or customer service team which subsequently contributes to the growth and success of your workplace.

  • Who is this course aimed at?
  • Entry requirements
  • Method of assessment
  • Certification
  • Progression and career path
  • Other Benefits
Those who currently work for, or are interested in working for:
  • An inbound call centre - administering incoming product support or information enquiries from consumers
  • An outbound call centre - undertaking telemarketing, solicitation of charitable or political donations, debt collection or market research
  • A contact centre where centralised handling of individual communications takes place (including instant message, social media, faxes, letters, email, or live support software)
  • This course is available to all students, of all academic backgrounds. However, a good educational background or work experience would be an advantage.
  • Learners should be ages 16 or over to undertake the qualification.
  • Good understanding of English language, numeracy and ICT are required to attend this course.
At the end of the course, learners will also take an online multiple choice question assessment test. This online multiple choice question test is marked automatically so you will receive an instant grade and know whether you have passed the course.
Successful candidates will be awarded Certificate in Call Centre Skills.
This course will supplement your qualifications and help you secure a rewarding job role within the call center/customer service industry. This course can also pave way for you to attain career progression by putting you in line to demand for salary increments or job promotions from your employer. Following are some of the job positions this course will help you secure, along with the average UK salary per annum according to https://www.payscale.com/career-path-planner,
  • Telemarketer – £18,490 per annum
  • Telesales Executive – £18,303 per annum
  • Customer Service Advisor – £17,141 per annum
  • Call Center Supervisor – £21,186 per annum
  • Call Centre Agent – £16,922 per annum
  • Claims Handler – £19,094 per annum
  • High quality e-learning study materials and mock exams.
  • Tutorials/materials from the industry leading experts.
  • 24/7 Access to the Learning Portal.
  • Benefit of applying TOTUM Discount Card
  • Recognised Accredited Qualification
  • Excellent customer service and administrative support.

Course Curriculum

1. The Powerful Choice of CSR
The Powerful Choice of CSR 00:06:00
2. How to Gain the Professional Edge
How to Gain the Professional Edge 00:15:00
3. All Important Customers
All Important Customers 00:11:00
4. Building Your Customer Handling Skills
Building Your Customer Handling Skills 00:23:00
5. Building Your Customer Handling Skills (cont.)
Building Your Customer Handling Skills (cont.) 00:07:00
6. Attitude: Is an Important Asset
Attitude: Is an Important Asset 00:05:00
Text Materials
Module Book 01_Handling a Difficult Customer
Module Book 02- Telephone Etiquette
Mock Exam
Mock Exam: Certificate in Call Centre Success 00:40:00
Final Exam
Exam: Certificate in Call Centre Success 00:40:00
Certificate Download Guide
Certificate Download Guide 00:03:00

Students feedback


Average rating (1)
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      Casey   Brooklyn

    November 09, 2017
    Great course

    Great course especially for someone who’s never exposed to the call center environment. I learnt a lot about how to approach a customer, how to stay professional and deliver exceptional service. thank you Global edulink.

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