Credit Value: 15
GLH: 60 hours
In this course, you will learn how to present yourself appropriately on the telephone. You will also learn tips for saying no, giving bad news, selling on the phone, overcoming objections, dealing with difficult customers, taking messages, and managing voice mail. We will also share a basic telephone script that you can customise.
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. With the right training, call center agents can be an excellent asset in your organisation's sales process.
After you complete this course, you will be able to:
- Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.
- Learn aspects of verbal communication such as tone, cadence, and pitch.
- Demonstrate an understanding of questioning and listening skills.
- Acquire comfort with delivering bad news and saying no.
- Learn effective ways to negotiate.
- Understand the importance of creating and delivering meaningful messages.
- Use tools to facilitate communication.
- Realize the value of personalizing interactions and developing relationships.
- Practice vocal techniques that enhance speech and communication ability.
- Personalize techniques for managing stress
There are no formal entry requirements for this course.
You must have an appropriate standard of English to enable you to access relevant resources and complete the unit assignments.
The course is assessed through continuous online assessment. You will complete several tasks including short essays, multiple choice questions and short case studies with a pass mark of 75%. If you don't pass don't worry! You can take the assessments as many times as you need with no extra charge
What will you receive?
Upon completion of this course you will be awarded a certificate of training in Call Center Training by Stratford College of Business and Management. The college is accredited by the Accreditation Service for International College (ASIC).
Credits from this course may count towards achievement of ATHE Level 4/5 Extended Diploma in Management - 240 credits. This is an Ofqual regulated qualification that gives access too the final year of a UK bachelor degree in Business (or related subject).
You will need to meet the following additional requirements:
- You must be 18 years and over
- There are no formal requirements for specific prior qualifications or levels of attainment but if you have recently been in education or training you will normally be expected to have either 2 or more GCE A levels and 5 or more GCSEs at grades C and above, other level 3 qualifications in relevant subjects. Alternatively, you may hold an Access to Higher Education Certificate delivered by an approved further education institute and validated by an Access Validating Agency, or other equivalent international qualifications.
- Mature learners will normally have relevant work experience (paid and/or unpaid) with a degree of responsibility, and/or achievement of relevant professional qualifications.
- You must have an appropriate standard of English to enable you to access relevant resources and complete the unit assignments.
- You will be further assessed by an additional coursework assignment for each short online course. Assessment fee is £100 for each online course.
- To view all the short courses required to achieve the Level 4/5 Extended Diploma in Management please click here
The ATHE Level 4/5 Extended Diploma in Management gives access to the following online programmes delivered in partnership with LSM: