The International Certificate in call Centre Operations is centred around the core skills required to provide excellence in every customer contact. No matter what contact centre environment your staff work in, the skills featured in this certificate course are essential. As the certificate course is based on life skills, agents who successfully complete this course will be able to utilise the skills in any area they move to both career wise and in social settings.

Some of the areas covered include:

• Customer service and sales techniques
• How to respond to difficult customers
• Effective communication techniques
• How to maintain and build rapport within a team environment
• Health & Safety
• Assertiveness and personal development
• Call Centre technology
• Call Centre terminology
• Inbound and outbound call management
• Microsoft Word, Internet, E-mail and database
• Stress and time management
• Typing skills
• Research skills
  

You can download a full brochure on the International Certificate here (PDF document).

To receive the certificate, you need to complete twelve papers, eleven of which are compulsory and one elective paper out of a choice of two. Completing papers includes going through the learning space, submitting tasks to the on-line tutor and completing end of paper tests and assignment.