Call centre skills - free course

Call centre skills - free course

So, you love communicating, using new technologies and dealing with people. Wouldn’t it be great if you could channel these natural abilities into a satisfying career?

Call Centre Skills for Career Success takes you through the essential skills you need when starting a career in a call handling company. And you’ll also gain a whole load of valuable skills that you can transfer to any job. With great IT, sales and communication skills, you’re sure to shine in any organisation!

Skills for call centre work - free course

The course covers:

Unit one - Developing yourself
Unit two - Becoming familiar with your new workstation
Unit three - IT applications
Unit four - Delivering great customer service
Unit five - Achieving excellent telephone skills
Unit six - Legislation – the key facts

Think about your strengths and areas for improvement and devise an action plan for personal development. You’ll identify employment and further training possibilities and learn the skills necessary to apply for work or training. You will also learn how to prioritise workloads, manage your time efficiently and how to work effectively as part of a team.

Unit two - Becoming familiar with your new workstation

Find out about the most commonly used components of a call centre workstation. Discover what each piece of equipment is used for and gain a basic understanding of troubleshooting procedures.

Unit three - IT applications

Find out about the software packages used in call centres and learn how to access and operate the various applications. You will understand the relevant computer terminology and the legal implications of data storage.

Unit four - Delivering great customer service

Learn all about the basic principles of call handling and customer help desk operations. Explore telephone selling techniques, how to handle in- bound and out-bound calls, and the key issues of working in a customer service environment.

Unit five - Achieving excellent telephone skills

Explore the difference between effective and ineffective verbal and non-verbal communication techniques. Find out how these techniques impact on the efficiency of a call centre environment and improve your own communication skills.

Unit six - Legislation – the key facts

Find out about call centre health and safety issues and the key aspects of consumer legislation. You will explore how your role in a call centre may be affected by this legislation and what your legal responsibilities are.

How long does it take?

Call Centre Skill for Career Success is a 60-hour course. You can study at your own pace for as little as three hours a week. So, it should take you around 4 – 6 months to complete. If you want to work faster you can – it’s entirely up to you.

Although the course is free, your commitment is time. We’ll give you hints and tips and a study planner to help you build regular study slots into your busy lifestyle.

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