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CPD Course
Advanced Call Center Training
Develop practical knowledge and confidence in Advanced Call Center Training.
This course will provide an overview of Consumer Driven Healthcare Plans (CDHPs) and will detail the various types of plans that are offered. After completing this course, the learner will understand:
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Course Description
Buying for a team?
Choose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.
Develop practical knowledge and confidence in Advanced Call Center Training.
This course will provide an overview of Consumer Driven Healthcare Plans (CDHPs) and will detail the various types of plans that are offered. After completing this course, the learner will understand:
Why this course matters
This course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.
What you will gain
- Build a practical understanding of the key concepts covered in Advanced Call Center Training.
- Recognise where the topic applies in real workplace or business situations.
- Apply the methods and good-practice approaches covered in the course with greater confidence.
Who is this course for?
This course is suitable for business professionals, administrators, managers and learners who want practical workplace skills they can apply immediately.
Course at a glance
- Study time: approximately 2 hours.
- Format: self-paced online learning.
- Professional development: CPD course.
Course Outline
Seat Time: 1.25hrs - Desc:
This course will provide an overview of Consumer Driven Healthcare Plans (CDHPs) and will detail the various types of plans that are offered. After completing this course, the learner will understand:
- The call script.
- Types of negotiations.
- The changing customer.
Course Topics:
T1. The Types of Calls: This topic will provide an overview of cold calls, overcoming call reluctance, dealing with gatekeepers, and warm calls.
T2. The Call Script: This topic will provide an overview of cold call scripting, the components of the cold call script, tips for developing an effective script, and cheat sheets.
T3. Customers and Change: This topic will provide an overview of changing customers, how to offer extraordinary service, customer wants, and up-selling.
T4. Negotiations: This topic will provide an overview of negotiation skills, the phases of negotiation, how to successfully prepare, exchanging information, bargaining, commitment and closing.
T5. Types of Negotiations: This topic will provide an overview of the types of negotiation, integrative/distributive negotiations, inductive/deductive negotiations, alternative dispute resolution, and non-negotiable positions and options.
Continue your learning
Part of this learning pathway: Professional Skills
Learners also take: Basic Call Center Training
Course pathway: eBSI Banking Academy > Professional Skills > Advanced Call Center Training
Explore more Professional Skills training or return to the eBSI Banking Academy.
Related eBSI learning pathway: eBSI SME Academy > Workplace Essentials
Your questions, answered
Does the course include a certificate?
The course assessment leads to a downloadable digital PDF CPD Certificate of Completion. See the course description for the CPD credits awarded.
What is CPD?
CPD stands for Continuing Professional Development. It is the ongoing learning that helps you maintain and develop the knowledge and skills you use in your work. Courses, workshops and other learning activities can contribute to your CPD record.
Can I ask a question before enrolling?
Book a free video consultation to discuss your goals and course choice.