Call/Contact Centre - An Introduction

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Duration: 90 minutes
Retake policy: unlimited

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£24.99 +VAT

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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 contact centre operations; across the typical operations of a call centre to useful skills such as customer service.


By the end of the course, you will be able to demonstrate an understanding of:
  • The purpose of a contact centre
  • The job role of a contact centre agent
  • The call centre environment – what it’s like working in a call centre
  • The importance of working with others to improve personal effectiveness and team performance
  • Quality assurance – how calls are monitored to assure the information given is clear, correct and current
  • The law in relation to call centre operations
  • Health, safety and welfare in a contact centre environment
  • How to contribute to excellent customer service
  • The difference between inbound and outbound calls
  • How to contribute effectively to sales within a contact centre
  • Call centre terminology

Digital Certificate
Accredited by Highfield Qualifications
£24.99 +VAT

Add to Basket

Paypal protected. Credit cards accepted