Professional Certificate in Contact Centre Training

Name: Professional Certificate in Contact Centre Training
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The Professional Certificate in Contact Centre Training is a comprehensive course designed to equip learners with essential skills for success in the customer service industry. This certificate course emphasizes the importance of providing exceptional customer experiences, a key driver of business growth and profitability.

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AboutThisCourse

In today's competitive landscape, contact centres are at the forefront of brand representation and require skilled professionals who can effectively manage customer inquiries, resolve issues, and build lasting relationships. This course provides learners with practical knowledge and tools to excel in this field, including communication strategies, problem-solving techniques, and technology best practices. By completing this course, learners will be well-prepared to advance their careers in contact centres and beyond. With a focus on industry demand and the latest trends, this certificate course is a valuable investment in professional development and a testament to a commitment to exceptional customer service.

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CourseDetails

• Customer Service Fundamentals: Understanding the core principles of customer service, including effective communication, problem-solving, and empathy.
• Contact Centre Technologies: Familiarization with various contact centre tools and software, such as automatic call distributors, interactive voice response systems, and customer relationship management systems.
• Call Handling Techniques: Mastering the art of call handling, including answering calls professionally, active listening, and effective call control.
• Complaint Management: Learning how to handle customer complaints effectively, including de-escalation techniques, empathetic responses, and problem resolution.
• Quality Assurance in Contact Centres: Understanding the importance of quality assurance in contact centres, including monitoring, evaluation, and improvement techniques.
• Workforce Management: Learning about the principles of workforce management, including scheduling, forecasting, and performance management.
• Data Security and Compliance: Understanding the importance of data security and compliance in contact centres, including best practices and regulatory requirements.
• Stress Management and Resilience: Developing strategies to manage stress and build resilience in a high-pressure contact centre environment.

CareerPath

The Professional Certificate in Contact Centre Training focuses on providing a comprehensive education in various roles in the contact centre industry. In the UK, the customer service representative role is the most in-demand, accounting for **60%** of the job market. Team leaders make up **20%** of the industry, followed by quality assurance analysts at **10%**. The remaining **10%** includes sales representatives and training specialists. With this certification, professionals can enhance their skills and excel in their respective roles, contributing to the growth of the contact centre sector in the UK.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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FlexibleLearningPace

TwoThreeHoursPerWeek
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PROFESSIONAL CERTIFICATE IN CONTACT CENTRE TRAINING

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London School of International Business (LSIB)

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05 May 2025

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