Free Certificate Contact Centre Operations Course in Middlesbrough. Classes run at Triage Sunderland, part-time during the day. The course runs over 11 days, so you can fit study around other commitments. You'll build the knowledge and understanding needed to move into, or progress within, the contact centre industry. Topics cover how contact centres operate, customer communication, and the skills employers look for in this sector.
Who this course is for
The purpose of this qualification is to provide you with the knowledge and understanding to progress into, or within, employment in the contact centre operations industry.
What you will learn
You'll understand how contact centre operations are structured and managed.
You'll learn how to communicate effectively with customers by phone and other channels.
You'll develop knowledge of customer service standards used in contact centres.
You'll explore how to handle customer queries, complaints, and escalations.
You'll understand the importance of data protection and confidentiality in a contact centre setting.
You'll learn how to work as part of a contact centre team and meet performance targets.
How you will learn
Learning takes place in the classroom at Triage Sunderland. You'll be assessed through written assignments and knowledge-based tasks that reflect real contact centre situations. Your tutor will guide you through each topic and give feedback on your work as you progress through the course.
What you will need to bring
The centre will provide most materials. Triage Sunderland will confirm anything else you need before you start.
Where next
Jobs you could do
Customer Service Advisor: handling calls and queries in a contact centre
Call Centre Agent: inbound or outbound customer contact roles
Customer Support Representative: resolving issues across phone and digital channels
