Call Center Operations Training Courses and Workshops

Schools providing training courses, certificates, diplomas or degree programs of Call Center Operations




Total 79 training courses and degree programs available around the world.

HDI Customer Service Representative (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Front-line customer service representatives interact with customers every day. Do you have the skills to create first-rate customer experiences?

In this one-day skills-building and certification course, you will be introduced to the skills and techniques required to provide outstanding customer service and support. You will focus on call handling best practices, communication and listening techniques, conflict negotiation, and responses to difficult customer behaviors, and you will gain documentation, problem solving, and troubleshooting skills.

This course is designed to assist you in preparing for the HDI Customer Service Representative (HDI-CSR) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

What You&,#146,ll Learn

How to assess customer business needs and exceed customer expectations
Critical thinking skills to resolve inci... [Read More]

HDI Customer Service Representative (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

Front-line customer service representatives interact with customers every day. Do you have the skills to create first-rate customer experiences?

In this one-day skills-building and certification course, you will be introduced to the skills and techniques required to provide outstanding customer service and support. You will focus on call handling best practices, communication and listening techniques, conflict negotiation, and responses to difficult customer behaviors, and you will gain documentation, problem solving, and troubleshooting skills.

This course is designed to assist you in preparing for the HDI Customer Service Representative (HDI-CSR) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

What You&,#146,ll Learn

How to assess customer business needs and exceed customer expectations
Critical thinking skills to resolve inci... [Read More]

Call Center �Creating a Relationship

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Excel Thru Learning
Training Center(s)/Venue(s): Toronto, Canada
  V

This program will teach participants how to make a winning first impression and maintain positive relationships.
They will acquire the tools and skills that will help them to up-sell or cross-sell on the telephone.
Program Content:
Introduction
�Call Center Service
�Your Objectives
Creating a Client Relationship by Phone
�Voice and Tone
�Your Greeting
�Creating a Relationship of Trust
�What the Customer Wants vs. Needs, and Why It Makes a Difference
You Are Not Just an Order-Taker
�Asking Questions
�Listening for Buying Clues
�Trial Closing Techniques
�Up-Selling
�Cross-Selling
Overcoming Objections
�What Constitutes an Objection
�Typical Sales Objections
�Overcoming Objections
�Leaving the Conversation with a Futuristic Attitude
Maintaining the Relationship
�Why Follow-up Sales are Easier Once the Customer has Experienced Success
�Relationships with Clients are Better When More Than One Sale is Made

Call Centre Telephone Sales

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Academy of Learning College - Saskatchewan
Training Center(s)/Venue(s): North Battleford, Prince Albert, Saskatoon, Canada
  V

Lesson 1:
What Motivates People to Buy?, Successful Selling
Lesson 2: :
Stages of the Sales Process •Stage 1 �The Opening
•Stage 2 �Qualifying
•Stage 3 �Transition
•Stage 4 �Presenting
•Stage 5 �Closing the Sale
•Stage 6 �Concluding the Call
•Stage 7 �After-Sales Service

Lesson 3:
The Basic Concepts, Benefits of Time Management, Keeping Track of Time, Setting Goals, Planning, Increasing Telephone Efficiency, Dealing with Uninvited Visitors, Avoiding Workplace Clutter, Handling Administrative Work
Lesson 4:
Learning About Objections, How to Handle Objections
Lesson 5:
Upselling, Cross Selling, Underselling

Call Centre Equipment And Technology

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Academy of Learning College - Saskatchewan
Training Center(s)/Venue(s): North Battleford, Prince Albert, Saskatoon, Canada
  V


This course is designed to provide students with indepth practical and theoretical knowledge about call centre equipment and technology. The five lessons explore the industry technology, from a quick survey of major technological trends and practices to a wideranging examination of industry-specific health and safety issues. Students also learn the telephone techniques they require on the job, and will practice both the technical and communication skills associated with call centre telephone technology. Information about the use of databases, as well as current performance evaluation equipment and practices, is also presented for students�consideration. Upon completing the course, students have a basic understanding of the equipment and technology they are likely to be working with in a call centre environment, and an awareness of the major technological trends currently sweeping the industry.

Call Centre Telephone Sales

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Academy of Learning College - Prince Edward Island
Training Center(s)/Venue(s): Charlottetown, Summerside, Canada
  V

Lesson 1:
What Motivates People to Buy?, Successful Selling
Lesson 2: :
Stages of the Sales Process •Stage 1 �The Opening
•Stage 2 �Qualifying
•Stage 3 �Transition
•Stage 4 �Presenting
•Stage 5 �Closing the Sale
•Stage 6 �Concluding the Call
•Stage 7 �After-Sales Service

Lesson 3:
The Basic Concepts, Benefits of Time Management, Keeping Track of Time, Setting Goals, Planning, Increasing Telephone Efficiency, Dealing with Uninvited Visitors, Avoiding Workplace Clutter, Handling Administrative Work
Lesson 4:
Learning About Objections, How to Handle Objections
Lesson 5:
Upselling, Cross Selling, Underselling

Call Centre Equipment And Technology

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Academy of Learning College - Prince Edward Island
Training Center(s)/Venue(s): Charlottetown, Summerside, Canada
  V

This course is designed to provide students with indepth practical and theoretical knowledge about call centre equipment and technology. The five lessons explore the industry technology, from a quick survey of major technological trends and practices to a wideranging examination of industry-specific health and safety issues. Students also learn the telephone techniques they require on the job, and will practice both the technical and communication skills associated with call centre telephone technology. Information about the use of databases, as well as current performance evaluation equipment and practices, is also presented for students�consideration. Upon completing the course, students have a basic understanding of the equipment and technology they are likely to be working with in a call centre environment, and an awareness of the major technological trends currently sweeping the industry.

Call Centre Customer Representative (Diploma)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Academy of Learning College - New Brunswick
Training Center(s)/Venue(s): Bathurst, Miramichi, Canada
  V

This program offers individuals the opportunity to acquire the skills required by many companies that specialize in customer service and outbound marketing services and to provide skills to facilitate upward movement in their chosen profession. Students are required to take some elective courses from prescribed study areas.
Admission Requirements
Grade 12 or equivalent or Mature Student Status. Courses are open to any applicant who possesses a good command of the English language and is able to follow instruction. Full time students must attend the required hours per week as per the course schedule and may do so at times convenient to them. Part time students may set their own schedules to a minimum of two training sessions per week. These times may be scheduled during the day, evenings, or on weekends.

Call Centre Telephone Sales

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Academy of Learning College - New Brunswick
Training Center(s)/Venue(s): Bathurst, Miramichi, Canada
  V

This course is designed to help people, who are currently working or are planning to work in a call centre, increase their telephone sales skills. It covers many of the sales techniques common in all sales areas, but focuses mainly on the skills and techniques unique to telephone sales. This course teaches students that selling is a skill that can be easily learned, provided they do the necessary work. Through regular practice and use of the skills learned in this course, students will become more effective telephone sales agents and reap the rewards that come with it. The tasks and activities in this course are designed to not only help students learn the telephone sales skills essential to being an effective call centre agent, but also to help make these sales skills become an intrinsic part of their skill base.

Call Center

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: IIT School of Applied Technology
Training Center(s)/Venue(s): Bedford Park, Chicago, Wheaton, United States
  V

Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

Who Should Attend:

Call center representatives, managers, and employees who deal with the public on the telephone.

Learning Objectives:

•Define and understand call center strategies.
•Identify different types of buying motivations.
•Create SMART Goals.
•Familiarize myself with strategies that sharpen effective communication.
•Use proper phone etiquette.
•Set benchmarks.

Call Centre Agent Workshop

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: Lambton College Learning & Training Solutions
Training Center(s)/Venue(s): Sarnia, Canada
  V

Call centers, whether we choose to embrace them or cannot stand being interrupted by their calls, are a business element that is here to stay. This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard. Each phone interaction also has elements of sales and customer service skills, which will be explored in detail throughout this energizing and practical three-day workshop.

Contact Centre Operations (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Centennial College
Training Center(s)/Venue(s): Toronto, Canada
  V

The Contact Centre Operations program provides four months of skills-focused training, which takes place in Centennial’s state-of-the-art training facility. This 15-week certificate program will prepare you for a challenging and rewarding career in contact centre operations.

The customer contact centre industry is one of the fastest growing sectors in Canada. Numerous exciting career opportunities are available for graduates of this program.

Program Highlights

Students will develop the following skills: •Superior customer service skills
•Communication skills
•Computer skills to manipulate a variety of applications and databases
•Sales skills to cross-sell, up-sell and market contact centre’s products and services
•Ability to listen and exchange information over the phone
•Ability to deal with emotional and difficult customers
•Multi-tasking (i.e. speaking, typing and browsing for information at the same time)
•Conflict resolution and problem-solving skills

A Career Day takes place at t... [Read More]

Contact Centre Environment

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Centennial College School of Continuing Education
Training Center(s)/Venue(s): Toronto, Canada
  V

The theory portion helps you relate to the contact centre environment by explaining the role of the Agent in the contact centre world. You will learn about the major technology components of the contact centre and the contribution of the monitoring and coaching process to skill development. The hands-on portion provides an opportunity to develop skills in handling in-bound and out-bound calls. You are asked to apply keyboarding, communication, customer service, selling, math and computer skills to simulated contact centre situations, and also to complete a live out-bound community project.

Customer Contact Workshop (Certificate)

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: Real Institute
Training Center(s)/Venue(s): Mascot, South Bank, Subiaco, Tanah Merah, Australia
  V

Customer service is vital to businesses and learning to connect with your customers emotionally is the key to success
Customer service concept on white
REAL UNDERSTANDING

Customer service is vital to the majority of businesses in Australia. Whether your employees work in telephone sales, customer service or the negotiations department, connecting with your customers emotionally is the key to success. This course focuses on the core fundamentals of great service followed by specific workshops for key job functions within the customer service environment.
REAL DIFFERENCE

Real Institute provides an innovative learning journey that is an individually tailored experience delivered by industry specialists. Real Institute provides cost effective learning options with fast and easily accessible government training incentives giving you a great return on your investment and clear outcomes to improve your business and your team’s performance. We believe in our services and offer a no risk, quality guarantee. If our clients are not satisfied with ... [Read More]

Customer Contact (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Polytechnic West
Training Center(s)/Venue(s): Perth, Australia
  V

This qualification reflects the role of skilled operators who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.
What are the courses for further study and career opportunities?

Certificate IV in Customer Contact, or a range of other Certificate IV qualifications.

Successful completion of this qualification provides you with the opportunity to become a call/contact centre agent, customer service representative, senior customer service representative, or a telesales representative.

Customer Contact (Diploma)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: TP3 Pty Ltd
Training Center(s)/Venue(s): Canberra, Melbourne, Parramatta, Sydney, Australia
  V

The Diploma of Customer Contact is for experienced customer contact managers with responsibility for managing complex customer interactions, customer contact operations, and information and knowledge management systems. It is designed for people who have existing customer service management experience. They will refine and enhance their skills by exploring customer service operations planning and management, people management and leadership, innovation and continuous improvement.

This is a nationally recognised qualification within the Australian Qualifications Framework.

This qualification enables participants to:

develops best practice skills to effectively manage the customer contact function to deliver the desired service outcomes to customers
acquire knowledge and skills to effectively manage the customer service function that can be applied in a variety of work environments and industries, and
gain formal recognition of their skills and knowledge regarding customer contact management.


Program... [Read More]

Sales and Customer Service Training for Call Center Agents Workshop

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Reflection Seminars
Training Center(s)/Venue(s): Montreal, Vancouver, Victoria, Canada
  V

� Verbal communication techniques

� Who are your customers?

� Listening skills

� Asking the right questions and saying no

� Taking messages and using voice mail effectively

� Vocal exercises

� Cold and warm calls, including developing a script

� Going above and beyond and high impact moments

� Handling objections and closing the sale

� Negotiation techniques

� Tips for challenging callers

� Phone tag and getting the call back

� Stress busting

� Call center trends





What You Will Learn:

� Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element

� Appreciate aspects of verbal communication such as tone, cadence, and pitch

� Develop questioning and listening skills

� Acquire comfort with delivering bad news and how to say “no�
� Learn effective ways to ... [Read More]

Customer Contact (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Esset Australia
Training Center(s)/Venue(s): Kelvin Grove, Kingsgrove, Launceston, Mulgrave, Payneham, Wembley, Australia
  V

BSBCCO301B
Use multiple information systems
BSBCCO307A
Work effectively in customer contact
BSBCCO309A
Develop product and service knowledge for customer contact operation
BSBCUS301B
Deliver and monitor a service to customers

Elective unit(s)
The elective unit options listed below represent the only approved elective unit options offered by Esset Australia. This is a reduced list from the qualification packaging rules specified electives list.
Group A
BSBCCO203A
Conduct customer contact
BSBCCO204A
Collect data
BSBCCO304C
Provide sales solutions to customers
BSBCCO305B
Process credit applications
BSBCMM301B
Process customer complaints
BSBITU203A
Communicate electronically
BSBWOR203A
Work effectively with others
BSBWOR301B
Organise personal work priorities and development

Group B
BSBMGT401A
Show leadership in the workplace
BSBMGT402A
Implement operational plan
BSBMGT405A
Provide personal leadershipRead More]

Certificate III in Customer Contact

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: MAXimusSolutions Australia
Training Center(s)/Venue(s): Brisbane, Canberra, Elizabeth, Hobart, Launceston, Melbourne, Perth, Sydney, Australia
  V

This qualification reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate. Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.


Possible job roles relevant to this qualification include:
Customer Contact Agents or Operators
Customer Services Representatives
Telesales Representatives

Certificate II in Customer Contact

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: MAXimusSolutions Australia
Training Center(s)/Venue(s): Brisbane, Canberra, Elizabeth, Hobart, Launceston, Melbourne, Perth, Sydney, Australia

This qualification reflects the role of individuals who typically interact with customers under direct supervision and with limited authority to delegate. Duties at this level would include working with multiple communication channels, receiving and responding to customer requests and capturing data.

Occupations may include:
Customer Contact Assistants or Operators

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