Training England
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New Course

Call Centre Essentials



This course forms part of the Management portfolio of UFI/learndirect.


Length of Course

20 hours





Who Should Attend

The course is relevant to individuals who currently lead a team or would like to become a supervisor, team leader or line manager.


Course Content

This course is aimed at people working in call and contact centres. It takes six key skills that an agent working in these environments must develop and uses interactive exercises, questionnaires and offline activities to build expertise. There are a number of examples illustrating the skills and at the end of each module there is a case study and a recap test to assess how well the course material has been understood.


Course Units

The modules are made up of on-screen text, audio soundtracks, animated and static cartoons as well as photographs, many engaging interactive exercises and activities and opportunities to communicate with tutors and fellow learners. Most of the exercises can be performed online and learners will be able to save their data input. However, some of the exercises require that the learner either prints out or downloads documents in order that exercises can be carried out away from their PC or if they need to record information throughout the day.

The overall aim of this online course is to enable the learner to understand and develop the key skills needed to operate effectively as a call centre agent. These skills are wide-ranging and so they have been divide into six modules


Method of Assessment



Learning Outcomes

Understand the importance of good customer service
Be able to communicate effectively with customers
Recognise the benefits of effective team working
Be able to deal effectively with problems at work
Know about workplace stress and time management
Be able to deal with inbound/outbound sales calls