Who is the course for?

  • Call centre agents or customer service representatives who need to acquire skills for their profession.
  • People who are interested in call centre customer service training.

Entry Requirement:

  • This course is available to all learners, from all academic backgrounds.
  • Good understanding of English language, numeracy and ICT are required to attend this course.


  • At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful.
  • Before sitting for your final exam, you will have the opportunity to test your proficiency with a mock exam.


  • After you have successfully passed the test, you will be able to obtain an Accredited Certificate of Achievement. You can however also obtain a Course Completion Certificate following the course completion without sitting for the test. Certificates can be obtained either in hard copy at the cost of £39 or in PDF format at the cost of £24.

Why choose us?

  • Affordable, engaging & high-quality e-learning study materials;
  • Tutorial videos/materials from the industry leading experts;
  • Study in a user-friendly, advanced online learning platform;
  • Efficient exam systems for the assessment and instant result;
  • The UK & internationally recognized accredited qualification;
  • Access to course content on mobile, tablet or desktop from anywhere anytime;
  • The benefit of applying for NUS Extra Discount Card;
  • 24/7 student support via email.

Career Path:

The Advanced Call Center Training course is a useful qualification to possess, and would be beneficial for the following careers:

  • Administration Assistant
  • Call Center Agents
  • Customer Service Representative
  • Online Assistant
  • Telephone Assistant.


Call Centre and Customer Service Basics

  • Module One – Getting Started
  • Module Two – The Basics (I)
  • Module Three – The Basics (II)
  • Module Four – Phone Etiquette
  • Module Five – Tools
  • Module Six – Speaking Like a Star
  • Module Seven – Types of Questions
  • Module Eight – Benchmarking
  • Module Nine – Goal Setting
  • Module Ten – Key Steps
  • Module Eleven – Closing
  • Module Twelve – Wrapping Up
  • Call Centre & Customer Service Training Course- Activities

Telephone Etiquette

  • Module One – Getting Started
  • Module Two – Aspects of Phone Etiquette
  • Module Three – Using Proper Phone Language
  • Module Four – Eliminate Phone Distractions
  • Module Five – Inbound Calls
  • Module Six – Outbound Calls
  • Module Seven – Handling Rude or Angry Callers
  • Module Eight – Handling Interoffice Calls
  • Module Nine – Handling Voicemail Messages
  • Module Ten – Methods of Training Employees
  • Module Eleven – Correcting Poor Telephone Etiquette
  • Module Twelve – Wrapping Up
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Last updated June 8, 2018
This course is Online
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