|Course Level||Level 3|
|Awarding Body||ABC AWARDS|
|Study Method||Distance Learning|
|Course Duration||200 Recommended Study Hours|
|Entry Requirements||No Entry Requirements|
As the very frontline representatives of any brand or business, call centres workers face unique challenges. The first point of contact and often the only point of contact for so many customers, the call centre employee carries the reputation of the business on their shoulders. Their actions and performance will therefore directly influence and impact the success or otherwise of the business as a whole. Just as outstanding call centre teams help build world-class businesses, substandard teams can put the brand’s entire future in jeopardy.
This online call centre training course, has been created for those looking to take existing call centre careers to the next level, or explore a dynamic new career path. Demand for those with superior-level call-handling skills has never been higher on a global basis. Businesses at all levels are fundamentally dependent on strong customer service teams to both operate and build/maintain strong reputations. Armed with advanced practical call centre skills and theoretical knowledge, successful candidates will find this certificate invaluable in advancing their career prospects.
Over the course of seven modules of this call centre certificate course, candidates are gradually guided through a series of essential communication techniques and strategies. Along with an overview of identifying customer needs and asking the right questions, course content also explores telesales, creating a script, dealing with difficult customers and how to succeed in telephone negotiations.
This online call centre course, is delivered over seven in-depth modules:
Module 1 – Verbal Communication Techniques
The opening course module begins by introducing candidates to effective verbal communication techniques and crucial characteristics. Along with an overview of the power and importance of professional-quality communication, candidates explore “Expressive, Enunciate, Engage, Energize” – aka the ‘Four Es of Effective Telephone Manner’.
Module 2 – Who Are Your Customers?
Identifying and understanding the needs of a target audience follows as the primary focus of Module 2. The role the call centre worker plays in both defining and meeting customer needs/expectations is explored, along with the importance of effective audience/market analysis.
Module 3 – Asking the Right Questions
Course content in Module 3 moves onto an investigation of the power of precise and planned question-asking, from the perspective of a call centre employee. Along with an overview of the impact the word ‘no’ can have during specific conversations, candidates explore a series of effective probing techniques, the characteristics/effects of open and close questions and more.
Module 4 – Sales by Phone
A series of important telesales teachings follow in Module 4, which focuses primarily on efficient and effective sales-call strategies. Candidates investigate the role of telesales and telemarketing from a modern business perspective, along with the specifics and value of both cold-calling and warm-calling.
Module 5 – Developing a Script
The following course module focuses primarily on script-development, guiding candidates through the process of planning and creating a powerful call centre script. Along with the core elements that make up the successful script, candidates also investigate the importance of continuous scripts maintenance/modification and how ‘cheat sheets’ can be used productively in telesales/customer service.
Module 6 – Negotiation Techniques
The basics of telephone negotiations follow in Module 6, in which several effective negotiation techniques and core principles are outlined and explored. Candidates discover several approaches for influencing customer opinion, proactive techniques for handling objections and how to maximize sale-closure rates.
Module 7 – Dealing with Difficult Customers
In the closing course module, course content outlines a number of workable techniques and strategies for dealing with challenging customers and situations. Along with learning how to turn negative scenarios around in favour of the business, candidates also discover several helpful techniques for managing stress and anxiety.
At the end of this course successful learners will receive a Certificate of Achievementby 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 has been endorsed under the ABC Awards’ Quality Licence Scheme. This means that OHSC has undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria. The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future. The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector. 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 difficulty involved in successful completion by the learner.
The course itself has been designed by OHSC 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.
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.