An Introduction to Working in a Call/Contact Centre
Gain an understanding of typical call / contact centre operations with our short online course. You'll learn about the role of an agent and those all-important customer service skills.
Overview
Call or contact centres are an essential element of modern businesses of just about all types. This course is designed to give you a good understanding of typical contact centre operations and useful skills, such as customer service.
More detail
Course syllabus
Module 1: Contact Centre - An Introduction
- Introduction
Course introduction.
- Working in a Contact Centre
This section describes the purpose and function of a contact centre and the role of a contact centre agent.
- Health, Safety and Welfare in a Contact Centre Environment
This section focuses on keeping you and the people around you safe and healthy while at work.
- Customer Service
Customer service is one of the most important aspects of any business, but for a contact centre, it is crucial – from first contact onwards.
- Contributing to Sales (Outbound and Inbound)
This section concentrates on the sales aspect of contact centre operations.
Obtaining your certificate
You will need to pass a multiple-choice exam at the end of the course in order to gain your accreditation. Once passed, we will send your official certificate by email.