Certificate in Contact Center Training

Overview Customers remember how a business makes them feel, especially when they need help. In a 2025 UK survey, 49% …

4.8 4.8 Rating ( 13 Reviews )

249 Students

Bestseller

Great Service

Highly Rated

Trending

i Last Updated: 17th September 2026

◎ English

Flexible Schedule

Unlock 3,000+ Courses & Unlimited Free Digital Certificates for £99 Only! Grab Now

Overview

Customers remember how a business makes them feel, especially when they need help. In a 2025 UK survey, 49% of customers said agents who understood their needs helped establish trust. Yet weak listening, unclear communication and poor call handling can damage loyalty. Certificate in Contact Center Training addresses these challenges through 12 units covering rapport, active listening, service etiquette, information gathering and difficult customer management.

Learners develop skills for inbound and outbound calls, email, web chat, performance reviews, peer training and leadership support. With one-year access, this online contact centre course suits customer service advisers, call centre agents, help desk staff and technical support professionals.

It may support progression towards Customer Service Adviser, Contact Centre Agent or Customer Services Manager roles. Enrol with Thames College.

Key Benefits Included

► Accredited by CPD
► Endorsed by QLS (Quality Licence Scheme)
► Instant Access
► 24/7 Learning Assistance
► Self-paced learning and laptop, tablet, smartphone-friendly
► Fully online, interactive course with audio voiceover
► Developed by qualified professionals in the field

Sneak Peek

Learning Outcomes

This course builds knowledge of customer communication, rapport, listening, service etiquette, complaint handling, information gathering and performance improvement across contact centre environments.
By the end of this course, learners will be able to:

► Build rapport quickly during telephone and online customer conversations.
► Use active listening techniques to identify customer needs accurately.
► Apply suitable etiquette across calls, emails and web chat.
► Gather essential information through clear, professional communication.
► Handle difficult customers calmly using service-focused response methods.
► Review performance and support continuous improvement within contact centres.

Who is This Course For?

This online contact centre course welcomes learners seeking stronger communication, complaint handling and customer support skills across telephone, email and web chat.

► Call centre agents improving telephone communication and customer care.
► Customer service advisers handling enquiries across multiple communication channels.
► Help desk staff strengthening listening, rapport and information gathering.
► Technical support professionals improving customer-focused communication.
► Team leaders reviewing service quality and staff performance methods.
► Career changers exploring contact centre and customer support opportunities.

Certification

CPD Certification

After successfully completing the assessment of this Certificate in Contact Center Training course, you can apply for the CPD accredited certificates.
PDF certificate: £9.99
Hardcopy certificate: £15.99

Endorsed Certificate of Achievement from the Quality Licence Scheme

Upon successful completion of the Certificate in Contact Center Training course, you can order an original hardcopy certificate of achievement endorsed by the Quality Licence Scheme. The certificate will be home-delivered, with a pricing scheme of —
► 129 GBP within UK
► 139 GBP for International Delivery — Postal Fees Included

Please Note: Thames College is a One Education approved resale partner for Quality Licence Scheme Endorsed courses

Accreditation

All of our courses, including this course is fully accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field.

CPD Accredited

All of our courses meet recognised CPD Quality Standards, supporting high-quality learning and ongoing professional development.

QLS Endorsed

The Quality Licence Scheme (QLS) is a recognised accreditation framework that endorses high-quality, non-regulated training courses across a wide range of industries.

Association of Healthcare Trainers

The Association of Healthcare Trainers (AoHT) supports excellence in healthcare education by helping training providers deliver up-to-date, industry-focused learning and maintain strong professional standards..

UKRLP Registered

UKRLP registration demonstrates commitment to recognised training and education standards, helping organisations build trust, improve credibility, and showcase their presence within the UK learning and skills sector.

Career Opportunities

This course supports learners exploring customer service, contact centre and technical support careers across the UK, although many roles require further training and workplace experience.

► Customer Service Adviser — Average UK Salary: £20,000–£30,000 per year
► Customer Services Manager — Average UK Salary: £27,000–£50,000 per year
► IT Support Technician — Average UK Salary: £24,000–£36,000 per year
► Financial Services Customer Adviser — Average UK Salary: £25,000–£31,000 per year
► Emergency Call Handler — Average UK Salary: £26,000–£31,000 per year
► Airline Customer Service Agent — Average UK Salary: £25,000–£30,000 per year

Course Curriculum

The course covers a wide range of essential topics, including:

Module 01: Getting Started

Module 02: It Starts at the Top

Module 03: Peer Training

Module 04: How to Build Rapport

Module 05: Learn to Listen

Module 06: Manners Matter – Etiquette and Customer Service I

Module 07: Manners Matter – Etiquette and Customer Service II

Module 08: Handling Difficult Customers

Module 09: Getting the Necessary Information

Module 10: Performance Evaluations

Module 11: Training Doesn’t Stop

Module 12: Wrapping Up

Excellent

4.8 Average - 13 Reviews

★ Reviews

I especially enjoyed the sections on customer service etiquette. The course was well organised and easy to follow.

The content covered communication, peer training and performance evaluations effectively. I would recommend it to anyone working in customer service.

Course Curriculum

Certificate in Contact Center Training
	Getting Started	00:05:00
	It Starts at the Top	00:20:00
	Peer Training	00:20:00
	How to Build Rapport	00:30:00
	Learn to Listen	00:25:00
	Manners Matter – Etiquette & Customer Service (I)	00:25:00
	Manners Matter – Etiquette & Customer Service (II)	00:20:00
	Handling Difficult Customers	00:25:00
	Getting the Necessary Information	00:15:00
	Performance Evaluations	00:20:00
	Training Doesn’t Stop	00:15:00
	Wrapping Up	00:05:00

Certificate of Achievement

Upon completion, you will receive a CPD-accredited certificate recognised globally. Choose from:

Pdf Certificate & Transcript £7.99
Hardcopy Certificate & Transcript £17.99

This certification validates your knowledge and skills, boosting your employability in healthcare.

Course Reviews

5 stars 0
4 stars 0
3 stars 0
2 stars 0
1 stars 0

4.9

4.9

7 ratings

No Reviews found for this course.

1. What is the Certificate in Contact Center Training? +

The Certificate in Contact Center Training is an online course covering customer communication, active listening, rapport building, service etiquette, difficult customer handling and information gathering. It also covers performance evaluation and staff development across telephone, email and web chat support channels.

2. Is the Contact Center Training course suitable for beginners? +

Yes, this course suits beginners, aspiring contact centre agents, customer service advisers, help desk staff and technical support workers. No previous qualifications or industry experience are required, making it a suitable starting point for developing valuable customer service and communication knowledge.

3. What will I learn in this contact centre course? +

Learners study active listening, rapport building, customer service etiquette, information gathering and difficult customer management. They also learn about peer training, performance evaluations, continued development and effective communication through inbound calls, outbound calls, emails and web chat in contact centres.

4. How long does the Certificate in Contact Center Training take? +

The course contains twelve focused modules and approximately three hours and forty-five minutes of learning content. Learners receive one year of online access, allowing them to complete lessons flexibly, revisit key topics and organise their studies around work or personal commitments.

5. Will I receive a certificate after completing the course? +

Yes, successful learners can order a CPD-accredited certificate from Thames College. Available options may include a digital PDF certificate or printed hardcopy, providing evidence of course completion that learners can add to their CV and continuing professional development records.