Contact Centre Training – Online Course – CPD Accredited
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£ 19.99 excl. VAT
Welcome to our Contact Centre online training course.
LearnPac Systems is a leading UK provider of accredited online training courses, programmes and qualifications that are approved by the CPD Certification Service (CPDUK).
Contact Centre | Intermediate Level | Online Training Course | CPDUK Accredited | Instant Course Access | Includes Assessment & Certificate | Instant Certificate Download.
Welcome to our online Contact Centre training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).
Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to assist your customer base is paramount effectively.
With our online Contact Centre training course, participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with demanding costumers, build rapport, and excellent listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organisation.
Certificate duration: 2 years
Entry requirements: No entry restrictions
Recommended prerequisites: N/A
Assessment type: End of course assessment
Assessment pass mark – 80% needed to pass and gain a CPD certificate
Cost(s) of assessment and certification – All costs included in the course price
Awarding/Accrediting body – CPD Certification Service (CPDUK)
Who is the course for?
This online Contact Centre training course was developed for customer service staff working in a call centre (call center).
For many people, the term Contact Centre relates to sales calls and telemarketers. There are so many avenues that a contact centre can be of assistance within a company that does not pertain to sales calls. A contact centre can provide customer support, information technology support, and much more.
What is covered in this course?
This online Contact Centre training course includes the following:
Module One: Getting Started
Module Two: It Starts at the Top
Module Three: Peer Training
Module Four: How to Build Rapport
Module Five: Learn to Listen
Module Six: Manners Matter – Etiquette & Customer Service (I)
Module Seven: Manners Matter – Etiquette & Customer Service (II)
Module Eight: Handling Difficult Customers
Module Nine: Getting the Necessary Information
Module Ten: Performance Evaluations
Module Eleven: Training Doesn’t Stop
Module Twelve: Wrapping Up
Contact Centre | Intermediate Level | Online Training Course | CPDUK Accredited.
Learning Objectives
Course aims
With our online Contact Centre training course, participants will discover the essential elements of being a productive employee of a contact centre.
The key to having a great customer experience using a contact centre is in training. A well-trained contact centre can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to assist your customer base is paramount effectively.
Learning outcomes
The learning outcomes of this online Contact Centre training course are to:
Know how to get management involved in training
Know why peer training works
Understand that manners are essential with a contact centre
Know how to build rapport with the callers
Know how to deal with demanding customers.
What is a contact centre?
“A contact centre, also called call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone”
Why is this online Contact Centre training course essential?
Customers expectations for service are always increasing, and call centre training is a crucial part of the puzzle. Improving performance management and training best practices in the call centre is key to keeping your customers happy.
Customers rely only on those organisations where they get a quicker solution to their problems and get to interact with skilled agents. This is why the agents need to be provided with good quality contact centre training for meeting the client’s expectations.
Contact Centre | Intermediate Level | Online Training Course | CPDUK Accredited.
Certification
Online Training Courses – Leading UK E-Learning Providers – CPDUK Accredited E-Learning Courses.
Each online module or training programme has an assessment(s) and CPD certification. Pass marks and coursework will be specified in descriptions (course overview section) of individual courses.
Frequently Asked Questions About Assessments and Certification
Click on the questions below for answers about assessments and certification.
There is an End of Course Assessment for each module/course.
After completing the learning materials, you will be redirected to the End of Course Assessment section.
For most of our online courses, you are required to answer 20 randomly selected questions from each of the 6 Units.
All courses have a large question bank. The questions are randomly selected from the bank.
If you fail the End of Course Assessment, you can reattempt as many times as required (questions will be randomly selected on each attempt).
There are no additional charges when you reattempt the End of Course Assessment.
After completing the End of Course Assessment and achieving a pass mark of 80% or more, you will be able to download, save or print your CPDUK accredited certificate.
On completion of each online module or training programme, and achieving the required pass mark, you will be able to download a CPD certificate (PDF) or request a hard copy. Please note that postage and handling fees for hard copies of certificates apply.
Each online course/module or training programme has an assessment(s) and certification.
Pass marks and coursework will be specified in descriptions of individual courses/programmes.
For the majority of our CPD courses, learners will be able to download, save or print their certificates.
If you require a hard copy of the certificate(s), please contact our Support Team to make a request. Please note that an additional fee of £8.95 applies for postage and handling in the UK (England, Scotland, Wales and Northern Ireland).
International postage and handling will be quoted on a case by case basis.
If you require a hard copy of your certificate, this will cost £8.95 (for handling postage to addresses in England, Wales, Scotland and Northern Ireland).
International handling and postage will be quoted on a case by case basis.
The certificate will be dispatched to you within 3-5 working days of us receiving your request and payment for postage and handling.
Online Training Courses – CPDUK Accredited – Leading UK E-Learning Providers – LearnPac Systems.
Accreditation
Online Training Courses – Leading UK E-Learning Providers – CPDUK Accredited E-Learning Courses.
LearnPac Systems is the leading UK provider of accredited online training courses, programmes and qualifications that are approved by the CPD Certification Service (CPDUK).
CPD Certification Service – Corporate Accreditation
LearnPac Systems has partnered with The Mandatory Training Group to become the leading UK provider of CPD certified e-learning courses, programmes and qualifications. The benefits of using our CPDUK accredited online courses and programmes include:
All our e-Learning courses and training programmes are externally peer-reviewed and approved by the CPD Certification Service (CPDUK).
These courses comply with the universally accepted Continuous Professional Development (CPD) guidelines.
Our CPD certificates are recognised internationally and can be used to provide evidence for compliance and audit.
Click the questions below to reveal more information about the benefits of CPD accreditation.
Continuing Professional Development (CPD) accreditation benefits both employees and employers. The main advantages are as follows:
Keeping employee skills up-to-date.
Maintaining professional standards.
Building employee confidence.
Enhancing career advancement.
Improving job satisfaction.
Maintaining high standards across the organisation.
Meeting regulatory and legislative requirements.
Improving employee commitment to their jobs.
Sharing best practice across the organisation.
For employees, CPD helps to keep their knowledge and skills up-to-date. It also contributes to maintaining the professional standard of their qualifications, registrations and sense of direction.
Moreover, completing CPD helps employees to build their confidence and credibility. It empowers them to showcase their achievements and provides them with tools to cope with change positively.
In most sectors, CPD is beneficial for employees’ career progression and advancement. Many studies have found that evidence of CPD improves career prospects, such as promotions or specialism. In real terms, this means that CPD contributes to achieving job satisfaction and higher salaries.
For employers, the main advantage of CPD is the security of sustaining high standards across the whole organisation. CPD can help ensure consistent standards to meet regulatory and statutory requirements.
It also improves employees’ commitment to their job roles and promotes greater work engagement from the workforce. Organisations that provide CPD, whether concurrently or over some time, allows for the sharing of best practice and support. Also, it contributes to maximising staff potential, improving staff morale and providing a useful benchmark for annual appraisals.
In partnership with The Mandatory Training Group, we offer internationally recognised (Ofqual and the Department for Children, Education, Lifelong Learning and Skills of the Welsh Government approved) vocational qualifications in the following subjects:
Education and training
Health and social care
First aid for all sectors
Health, safety and compliance
Business administration and management
Retail and customer service
Hospitality and catering
Childcare and children’s services
Computing and information technology
Employment skills
Public services
Building industry and construction.
As a recognised training centre for Ofqual and the Department for Children, Education, Lifelong Learning and Skills approved qualifications, all of our programmes are peer-reviewed and guaranteed to conform to high international standards.
We take steps to ensure that learners who are undertaking our qualifications are given the best support and service.
All our qualifications are developed by industry experts, and are user-friendly and accessible.
Our qualifications are formed with flexibility in mind. Thus, for a large number of programmes, we are able to adapt learning materials and assessment methods to best suit specific sectors in line with current UK legislation and guidance.
Organisations can use our learning materials and assessments as part of their blended learning strategies.
The Office of Qualifications and Examinations Regulation (Ofqual) is a non-ministerial government department (HM Government) that regulates qualifications, examinations and tests/assessments in England and, until May 2016, vocational qualifications in Northern Ireland.
Colloquially and publicly, Ofqual is often referred to as the exam “watchdog”.
Ofqual regulates all the awarding bodies in the UK.
The Department for Children, Education, Lifelong Learning and Skills is an established subdivision of the Welsh Government. It is responsible for education, training and children’s services in Wales under powers devolved from the Department for Children, Schools and Families of the UK government under Schedule 5 of the Government of Wales Act 2006.
It is headed by the Minister for Education (Welsh Government).
All our statutory and mandatory training courses for health and social care are aligned to the UK Core Skills Training Framework (CSTF).
With a highly mobile workforce, health and social care employers often need to identify recruits’ previous statutory and mandatory training. Where the training information is lacking, some staff can repeat training unnecessarily, wasting time and money.
The UK CSTF was launched in 2013 to address this issue. It allows health and social care employers to recognise statutory/mandatory training to a standard, trust that information and reduce duplication of training.
Online Training Courses – CPDUK Accredited – Leading UK E-Learning Providers – LearnPac Systems.
How to Buy the Course(s)
Online Training Courses – Leading UK E-Learning Providers – CPDUK Accredited E-Learning Courses.
Are you buying for yourself? (Buying online courses for individuals)
Click the red button labelled ‘Buy Course(s) for Yourself’.
You will see that the course has been added to your basket within a green bar which is displayed at the top of the screen.
Click the button ‘VIEW CART ’ to view all the courses in your basket.
To proceed to checkout, click the red button labelled ‘PROCEED TO CHECKOUT’.
If you are a returning customer, you must log in to your account using your existing details. You will be redirected to the checkout page to complete your purchase. You must enter your debit/credit card details to complete the purchase through our secure payment gateway using all major card providers.
If you are a new customer, fill in the form fields as displayed. You must enter your debit/credit card details to complete the purchase through our secure payment gateway using all major card providers.
Are you buying for a business or another person? (Buying for others)
Click the red button labelled ‘Buy Course(s) for Others’.
You must enter the number of licences you require. Licence(s) refers to the number of learners/staff who must complete the course material.
You will see that the course has been added to your basket within a green bar which is displayed at the top of the screen.
Click the button ‘VIEW CART’ to view all courses in your basket.
To proceed to checkout, click the red button labelled ‘PROCEED TO CHECKOUT’.
*If you are a returning customer, you must log in to your account using your existing details. You will be redirected to the checkout page to complete your purchase. You must enter your debit/credit card details to complete the purchase through our secure payment gateway using all major card providers.
If you are a new customer, fill in the form fields as displayed. You must enter your debit/credit card details to complete the purchase through our secure payment gateway using all major card providers.
Online Training Courses – CPDUK Accredited – Leading UK E-Learning Providers – LearnPac Systems.
Why Choose us?
Online Training Courses – Leading UK E-Learning Providers – CPDUK Accredited E-Learning Courses.
LearnPac Systems is the leading UK provider of learning management systems (LMS), online training solutions and workforce development software.
In partnership with The Mandatory Training Group, we are the leading providers of UK accredited online training courses, programmes and qualifications that are approved by the CPD Certification Service (CPDUK).
Our key services include:
Licence off-the-shelf courses (Over 500 courses, programmes and qualifications)
Learning Management System (Interactive LMS that works on desktop computers, laptops and mobile phones)
Multi-tenant/white labelled LMS (Add your organisation’s logo, colour and branding to customise your LMS portal)
Licence SCORM files (Use our SCORM compliant files on your own LMS)
Become a reseller partner (Sell our online courses on your website or other e-commerce platforms)
Bespoke content development (We can research, curate, design and publish interactive online courses)
E-learning course authoring (We use adaptive e-learning authoring software to design and publish highly interactive and engaging courses)
Classroom content conversion (We help organisations and training providers to convert classroom training to online courses).
We provide over 500 online courses, programmes and qualifications in the following categories:
To gain a CPDUK accredited certificate, learners are required to complete an end of the course/module assessment and achieve the specified pass mark.
For the majority of our online courses, you will be asked to answer 20 questions in your end of course assessment.
These questions are a combination of single and multiple-choice questions, reordering answers, filling in the blanks and open answers.
Where the number of questions or pass mark vary, this will be specified in the course overview section.
To gain a CPDUK accredited certificate, you must score 80% or more in your end of course assessment.
When you get assigned to the training course, you will have 365 days of unlimited access to the training materials and the end of course assessment for no extra charge.
The number of attempts on assessments/exams for online CPD courses is unlimited.
You will not be charged to retake the end of course assessment.
*You will have 365 days of unlimited access to the training materials, end of course assessment and CPD certification for no extra charge.
When you get assigned to the training course, you will have 365 days of unlimited access to the training materials and the end of course assessment for no extra charge.
You can retake the end of course assessment as many times as required with no extra charges.
When you get assigned to the training course, you will have 365 days of unlimited access to the training materials, activities and the end of course assessment for no extra charge.
You can retake the end of course assessment as many times as required with no extra charges.
LearnPac Systems works with partners, including The Mandatory Training Group to provide accredited online training courses, programmes and qualifications that are approved by the CPD Certification Service (CPDUK).
All our online training courses, programmes and qualifications are externally peer-reviewed and approved by the CPD Certification Service (CPDUK).
These courses comply with the universally accepted Continuous Professional Development (CPD) guidelines.
Our CPD certificates are recognised internationally and can be used to provide evidence for compliance and audit.
We are the leading UK providers of accredited online training courses, programmes and qualifications that are approved by the CPD Certification Service (CPDUK).
All our online training courses and programmes are independently reviewed and mapped to Ofqual qualifications and relevant frameworks (e.g. HSE, Resuscitation Council (UK), ICM, CQC, CSTF, Skills for Care and HCPA).
Yes, all our online training courses and programmes are internationally recognised and verifiable for CPD hours completed.
The content of our online training courses, programmes and qualifications have been independently peer-reviewed and certified as conforming to universally accepted Continuing Professional Development (CPD) guidelines.
The target audience for each online course will be stated in the overview of each course. We offer a wide range of entry-level awareness courses for unqualified individuals.
The majority of our current online courses are Continuing Professional Development (CPD) modules and programmes. These online courses range from:
Awareness (Level 1 – Introductory),
Intermediate (Level 2), and
Advanced (Level 3-5).
*We strongly recommend that unqualified individuals start by completing the Level 1 modules before the intermediate and advanced modules.
Certificates are issued based on the type of training course you have completed, e.g. single online modules, consolidated e-learning programme or Ofqual approved qualification.
The course title and overview will state whether it is an Ofqual approved qualification or continuing professional development (CPD) course.
The overview section will also state the type of certificate(s) that you will receive on completion of the full course or individual modules.
All our online training courses have an end of course assessments. Once a learner has completed the end of course assessment, they will be able to download, save or print their CPD accredited certificates.
You only pay the advertised price for both the course and certification (pdf certificate).
On completion of each module, you will be able to download, print or save your CPD certificate.
If you require a hard copy of your CPD certificate, you will have to pay £8.95 for postage and handling within the UK (England, Wales, Scotland and Northern Ireland).
The hard copy certificate will be dispatched in 3-5 working days after receiving the request and payment for postage and handling.
International postage and handling fees will be quoted on a case by case basis.
To maintain standards, the National Health Service (NHS) and other Care Quality Commission (CQC) regulated health, and social care providers require training that is based on recognised frameworks and accreditation.
Yes, all our statutory and mandatory training courses are suitable for refresher training in NHS settings, including:
NHS hospitals,
NHS Clinical Commissioning Groups (CCGs),
General practice staff,
NHS and private dental providers, and
Private and charitable healthcare providers.
When you get assigned to the training course, you will have 365 days of unlimited access to all the training materials and the end of course assessment for no extra charge.
You can redo (repeat) any of the sections of the course as many times as required.
You will not be charged as long as it is within the 365 days that you are entitled to the training course(s).
The length of our online courses depends on the aim, objectives and learning outcomes. The course duration will be stated in the course overview section (in the course description).
The duration of our online courses, programmes and qualification will be stated in the course overview.
Also, see the course duration guide below:
Level 1 (awareness courses) takes 30-60 minutes.
Level 2 (intermediate) takes 60-90 minutes.
Level 3 and above (advanced) takes 90-240 minutes.
*Some specialist continuing professional development programmes (CPD) are a combination of various modules a, for example, Level 1 and Level 2. The course overview section will specify the duration of each module and combined CPD hours.
If learners experience any problems, for example, issues with the e-learning portal, course content or end of course assessments and exams, they can contact our Support Team via email or live chat.
Learners can contact our Support Team via email or Live Chat if they experience any problems with the e-learning portal, course materials or end of course assessments and examinations.
We offer very competitive volume discounts for users looking to enrol multiple candidates on to any of our online training courses, programmes and qualifications.
Yes, we offer competitive volume discounts for bulk purchases.
Please follow the link below to find out more about our volume discounts for organisations:
Alternatively, contact our Support Team on 024 7610 0090 or via Email to discuss your organisational e-learning requirements.
We provide some free courses on our website. These courses are tagged/priced £0.00 unless it is a promotional campaign product which will have a discount code attached.
To access our free samples, type in “Free” in the search bar to find out more about the courses on offer.
Our e-learning modules count towards continuing professional development (CPD) hours for professionals in various sectors as well as meeting mandatory and statutory requirements (where relevant).
The career path(s) for each course will be stated in the overview of each course.
Our online courses and programmes range from introductory modules at Level 1 (awareness/beginner) to advanced and expert modules up to Level 6.
We have developed our LearnPac LMS to enable learners to start their courses within minutes of buying the course(s). Login details will be sent via email.
Once you complete your purchase, we will send you an email confirming your purchase straight away.
Within 2-5 minutes, we will send you another email with your login details.
You will be able to login and start your online course once you receive your login details.
Check your inbox, if you cannot find the email (with your login details), please check your junk or spam folder.
If you have provided a mobile phone number, you will also receive a text message with a link to start the course(s), as well as your login details.
Unlike many e-learning portals, our LearnPac LMS allows learners to complete their online courses at their own pace, in their own time, and on any device of their choice.
Yes, you can complete your online courses at your own pace, in your own time.
You can leave the course and start where you left off.
You do not have to restart the online course from the beginning.
You require login details (username and password), to access your online course(s). Login details are sent to the learner or administrator via email within a few minutes of purchasing the course(s).
Please check your email inbox. You should see an email with your username and password.
If you do not find these details in your inbox, please check your junk/bulk email folder. Some email providers automatically send the email with your login details to the junk/bulk email folder.
If you have provided a mobile phone number, you will also receive a text message with a link to start the course(s), as well as your login details.
If the email is not in your junk/bulk folder, please send us your ‘Order Confirmation’ email, which shows your full name, order number and course(s) you have bought. Our Support Team will then check your order details and resend them to you.
Login details (username and password), are required to start your online course(s). Login details are sent to the learner or administrator via email within a few minutes of purchasing the course(s).
Please check your email inbox. You should see an email with your username and password.
If you do not find these details in your inbox, please check your junk/bulk email folder. Some email providers automatically send the email with your login details to the junk/bulk email folder.
If you have provided a mobile phone number, you will also receive a text message with a link to start the course(s), as well as your login details.
If the email is not in your junk/bulk folder, please send us your ‘Order Confirmation’ email, which shows your full name, order number and course(s) you have bought. Our Support Team will then check your order details and resend them to you.
Our LearnPac online learning portal allows learners to start, stop, and continue their course at a time suitable for them. Your course progress will be saved where you left off, rather than starting all over again.
Yes, you can leave the online training at any stage, then resume at a later time.
Your course progress will be saved, and you won’t have to start from the beginning.
The UK Core Skills Training Framework (CSTF) sets out the statutory and mandatory training topics for all staff working in health and social care settings. The CSTF includes nationally agreed learning outcomes and training delivery standards.
The following statutory/mandatory training subjects are covered in the UK Core Skills Training Framework (CSTF):
CSTF Equality, Diversity and Human Rights.
CSTF Equality, Diversity and Human Rights (Scotland).
CSTF Health, Safety and Welfare.
NHS Conflict Resolution (England).
CSTF Fire Safety.
CSTF Infection Prevention and Control.
CSTF Moving and Handling.
CSTF Safeguarding Adults.
CSTF Preventing Radicalisation.
CSTF Safeguarding Children.
CSTF Resuscitation (Adult Basic life Support).
CSTF Information Governance and Data Security Awareness.
Statutory and mandatory training courses are essential for all staff working in health and social care settings, including Health and Social Care Tutors.
Our statutory and mandatory training packages are suitable for Health and Social Care Tutors.
Refresher training helps all health and social care workers, including those involved in education (Tutors) to keep up to date with legislation, regulations best practice recommendations.
Mandatory training is compulsory training that is determined as essential by an organisation for the safe and efficient delivery of health and social care services.
Mandatory training courses are designed to reduce organisational risks and comply with local or national policies and government guidelines.
Statutory training is the training which an organisation is legally required to provide as defined by law or where a statutory body has instructed organisations to ensure that training based on legislation.
Mandatory training is crucial because it enables health and social care workers to achieve the standards set by regulatory authorities and meet organisational obligations.
Both statutory and mandatory training equips staff with the essential knowledge and skills to work safely and effectively.
Mastering Microsoft Office 2016 – 7 Microsoft Office E-Learning Courses – CPDUK Accredited – Beginners and Intermediate Levels.
Welcome to our online Mastering Microsoft Office 2016 training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).
This Mastering Microsoft Office 2016 bundle has seven core modules as follows:
Microsoft Office Word 2016 Essentials
Microsoft Office Word Expert 2016
Microsoft Office Excel 2016 Essentials
Microsoft Office Excel 2016 Expert
Microsoft Office PowerPoint 2016 Essentials
Microsoft Office Outlook 2016 Essentials
Mastering Office Access 2016 Essential.
Health and social care sub-sectors have different naming conventions for safeguarding adults courses. Despite the different names, aims, objectives and learning outcomes are similar.
The ‘adult safeguarding’ and ‘vulnerable adult safeguarding’ level 3 courses are mostly the same course.
There may be some slight variations in the titles, but the aims and objectives, learning outcomes and course content are the same.
*All our safeguarding adults at risk and child safeguarding courses follow the Ofqual learning outcomes, as well as frameworks such as the UK Core Skills Training Framework (CSTF). They are also accredited by the CPD Certification Service (CPDUK).
When you get assigned to the Care Certificate training courses, you will have 365 days of unlimited access to the training materials and the end of course assessment for no extra charge.
You can retake the Care Certificate end of course assessments as many times as required with no extra charges.
We support organisations of various sizes with statutory and mandatory training for nursing and care staff. Contact our Support Team to see how we can help your organisation with your e-learning requirements.
Yes, you can try our statutory and mandatory training courses for nursing and care staff before you purchase credits.
Our health and social care catalogue includes all the statutory and mandatory training courses required to cover the core UK legislation, regulations and best practice recommendations.
We have over 500 online courses, programmes and qualifications.
