Call Centre Training — Online Class

This online Call Centre Training course offers a focused journey through the fundamentals of successful customer support and sales roles. Learners begin with an introduction to call centre operations, progressing into modules that cover essential agent traits, communication standards, and etiquette for maintaining rapport. The course highlights how to build strong agent-customer relationships and confidently manage challenging situations.

Advanced sections introduce learners to key metrics for evaluating performance, alongside negotiation techniques and technology trends reshaping the industry. Designed for clarity and relevance, this course supports learners in understanding both the human and technical sides of call centre environments—from behaviours and benchmarks to operational efficiency.

Learning Outcomes:

• Understand the core roles in modern call centre environments
• Apply effective telephone etiquette in diverse customer interactions
• Build positive agent and customer relationships professionally
• Manage difficult clients with confidence and diplomacy
• Use metrics and benchmarks to evaluate call centre performance
• Explore technology trends shaping current call centre workflows

[Explore the Curriculum]

Call Centre Training — Online Class  Descriptions:

The call centre industry remains a major contributor to global customer service infrastructure. In the United States, over 2.8 million people work in call centre-related roles, according to the U.S. Bureau of Labour Statistics (2024). As remote and hybrid support models rise, demand for skilled agents and quality analysts continues to grow.

This Call Centre Training course provides a solid foundation in call etiquette, client relationships, and the benchmarks that shape successful operations. Learners explore verbal communication, performance metrics, and client-handling strategies through modules tailored to evolving call centre trends. With practical insights on negotiation and managing client interactions, learners gain confidence for real-world application.

Start your journey into the dynamic world of call centres with this focused Call Centre Training. Learn how to build rapport, handle complex conversations, and track performance using meaningful metrics. With technology and trends shaping tomorrow’s call centre environments, this course ensures you’re prepared to grow with the industry.

Who is this course for:

• Individuals seeking structured insight into call centre responsibilities and expectations
• Learners aiming to build interpersonal and negotiation techniques over the phone
• Team members wanting to improve client-handling and communication etiquette
• Support agents keen to understand metrics and manage difficult calls
• Those exploring technology and trends shaping the call centre experience

Career Path:

• Call Centre Agent
• Customer Support Assistant
• Helpdesk Executive
• Client Relationship Officer
• Call Centre Analyst
• Call Quality Coordinator

Why Choose the Institute of Mental Health?

• Earn a CPD QS Accredited Certificate upon completion.

• Affordable and designed for easy comprehension.
• Instant access to start learning immediately.
• 12 Months of access to course materials after enrolment.
• Enjoy the flexibility of online learning from anywhere in the world.
• 24/7 support available to assist you throughout your learning journey.
• Fully online course with interactive lessons for an engaging learning experience.

Requirements

You don’t need any educational qualifications or experience to enrol in the course.

Do note: You must be at least 16 years old to enrol.

Any internet-connected device, such as a computer, tablet, or smartphone, can access this online course.

Process of Evaluation

After studying the course, an MCQ exam or assignment will test your skills and knowledge. You have to get a score of 60% to pass the test and get your certificate.

Certificate of Achievement

Certificate of Completion – Digital / PDF Certificate

After completing the course, you can order your CPD Accredited Digital/ PDF Certificate for £5.99.

Certificate of Completion – Hard copy Certificate

• You can get the CPD Accredited Hard Copy Certificate for £12.99.

Shipping Charges:

• Inside the UK: £3.99
• International: £10.99

Disclaimer

Please Take Note: This course is delivered entirely online and consists of pre-recorded sessions. You will receive access to the course materials within 48 hours of completing your enrolment.

Refund Policy:

After getting the login details, no refund request is acceptable.