This course consists of the following units:

Unit 1 – Verbal Communication Techniques
This unit focuses on improving spoken communication to build rapport with customers. Learn how tone, clarity, and active listening create positive phone interactions.

Unit 2 – Who Are Your Customers?
Understand different customer types and their expectations in various situations. This unit helps tailor your approach to meet individual needs effectively.

Unit 3 – Asking the Right Questions
Learn how to ask clear and purposeful questions that guide conversations smoothly. This unit enhances your ability to gather useful information and offer better solutions.

Unit 4 – Sales by Phone
This unit teaches how to sell products or services confidently over the phone. It covers persuasive techniques to close sales while maintaining customer trust.

Unit 5 – Developing a Script
Discover how to create effective call scripts that improve consistency and professionalism. This unit helps structure conversations while allowing flexibility to personalise responses.

Unit 6 – Negotiation Techniques
Learn how to negotiate calmly and professionally to reach win-win outcomes. This unit builds your confidence in handling objections and closing deals effectively.

Unit 7 – Dealing with Difficult Customers
Gain practical skills to manage complaints and challenging behaviour with confidence. This unit teaches how to stay calm, listen actively, and turn negative calls into positive experiences.

Completing the Certificate in Call Centre Training QLS Level 3 can open doors to a variety of customer-focused roles. Graduates can pursue careers as Call Centre Agents, Customer Service Representatives, Telesales Executives, or Helpdesk Assistants. With experience, learners may progress to supervisory positions such as Team Leader, Call Centre Supervisor, or Customer Service Trainer. The course equips individuals with essential communication, sales, and conflict resolution skills, making them valuable assets in sectors like telecommunications, finance, retail, and tech support. It also provides a strong foundation for further study in customer service, sales management, or business communication.

At the end of this course successful learners will receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.