Top 10 call center training courses

Top 15 Call Centre Training Courses

Why use call center training courses?

Training call center staff is no easy task. Luckily, there are many online training courses to help guide new staff. Using online services to train canter staff has numerous advantages, such as allowing staff the flexibility of doing the training on their own time, being able to track each trainee’s progress, allowing for more engaging learning activities, and affording more cost-effective training.

In this article, we will take a look at the best call center training courses out there on the internet. Using any of these courses can help you get your call center staff on board with your expectations.

1. EdApp

The best call center training can be found with EdApp. This is one of the best all-around Learning Management Systems (LMS) out there – and it’s free for you to train your teams large and small. It not only has hundreds of built-in courses in an editable library that you can access but also allows you to easily make your own courses with a simple authoring interface. What’s more, your employees can easily access the lessons straight from their mobile phones through a free app – or from desktop, whichever they prefer.

Call Centre training course 1 EdApp EdApp’s call center course includes five lessons that explore the basics of customer service in call center environments. The lessons include all the essentials that you need for a successful call center employee, such as: preparing for calls; voice, tone, and etiquette; the parts of a call; holds and transfers; and helping difficult customers. Since EdApp is a full-featured LMS, you can benefit from all the added bells and whistles that it comes with. That includes support for microlearning, social learning functionality, gamification, and other useful features. 

Perhaps most useful for a call center training course, EdApp also supports video conferencing, which can let a trainer meet directly with trainees to test and train them in a simulated environment. All in all, these features make EdApp’s call center training course stand out from the pack.

2. Courses for Success

Courses for Success is another option for call center employee training. They have several different courses that you can choose from. They cover topics from sales and customer service to communication strategies. Each course is 6 to 8 hours, and includes a certificate upon completion.

Call Center Course - Courses for SuccessThe courses are also useful because learners can have lifetime access. Being online, they are accessible at all hours and from any type of device.

3. Universal Class

Another nice choice for call center training is offered by Universal Class. This self-paced course is quite detailed and lengthy as it takes up to 6 months to complete. That’s because it covers not only training of employees, but also managing an entire call center.

Call Center Training Courses Free - Universal Class

Topics include selecting sites for a call center, choosing technology, leadership and management, and disaster planning. The lessons are all on video and each one has a comprehensive exam. By the end of this course, you will be ready to set up an entire call center on your own.

4. The Call Center School

The Call Center School also has several interesting courses for training call center staff. They have a wide variety of courses that cover all aspects of running a call center.
Call Centre Training Module - The Call Center School
Employers can sign up their trainees and track their progress using their intuitive dashboard. Companies can also include their own training material and integrate that into the premade courses.

5. Bonfire Training

Bonfire Training is also a decent place to go for call center training courses. They focus on customer service as well as leadership and management. They offer not only online learning, but also live courses.
 Call Centre Training Course - Bonfire Training
The online courses aren’t just slides, but include lots of different interactive elements, like videos and interactive flashcards. 

6. Service Skills eLearning

For another call center training course, try Service Skills eLearning. These courses focus on respectful customer service, email etiquette, and business writing, and coaching and mentoring. There are more than 100 courses, so you are bound to find something that suits your training needs.
Call Center Course - Service Skills eLearning

7. ICMI

ICMI is another solution for call center training. In addition to self-paced courses, their virtual classroom includes live instruction. This helps keep training engaging because of the impact of having an instructor right there ready to help learners. The live online courses are held continually throughout the year.

Free Call Centre Training Course - ICMI

8. Benchmark Portal

A list of call center training courses should also include Benchmark Portal. This solution also includes live, online training. Small classes allow for your trainees to interact with their online instructors.
Free Online Call Centre Training Course - Benchmark Portal
They also offer certification which is recognized by organizations all over the world. This is especially useful for outsourcers, and their Certified Outsourcer program is also well-known.

9. COPC

One more solution for call center training is COPC. Like the previous two entries, this provider also offers live training. Their online training includes 12 self-paced modules. They are more focused on managing call centers than on just customer service.

Call Center Training Online - COPC

10. Study.com

Another call center training course is offered by study.com. This self-paced course includes 93 lessons of about 8 minutes in length each. The bite-sized lessons also have short quizzes that let employees check what they’ve learned.
Call center training course - Study.com
There are also subject matter experts that can answer any questions that learners have. Subjects covered include basic skills, interacting with customers, ensuring satisfaction, dealing with difficult customers, and metrics for tracking performance.

11. Universal Class

Universal Class’ Customer Service 101 course is designed to guide call center agents to give stellar customer service. This 15-part course defines what service means for your employees, introduces ways to exceed customer expectations with key customer service skills, as well as how to build relationships with customers, and how to effectively interact with them under different circumstances. In Universal Class, courses include a syllabus, video-based lessons, and exams and assignments for knowledge assessment and reinforcement. While the course is designed for self-paced learning, it can only be accessed and completed within 6 months via a web browser. A minimum of 70 percent final grade upon course completion is required to earn a certification.     

12. High Speed Training

Anyone working in the call center can benefit from High Speed Training’s Online Customer Service Training course. This course aims to upskill your employees to enable them to provide the best experience and service for your customers. With this 5-part course, your employees will have a deeper understanding of what encompasses excellent customer service, develop skills essential in communicating and providing the customers their needs, as well as understand the importance of social media, and know-how to evaluate customer service. 

13. Alison

Alison, a free learning platform, provides this course on Customer Care Skills to help your employees build and develop essential call center skills and techniques, as well as improve on handling inquiries and complaints to deliver the best outcomes for your customers. This 5-part course is delivered through long-form videos and your employees can check their knowledge retention with a quiz at the end of every lesson. They can also take the course assessment and achieve an 80 percent score to complete the Certificate course. However, despite the course being offered for free, the official certificate is only available for purchase.

14. Oxford Home Study College 

This Customer Service course from the Oxford home study center focuses on customer service career advancement. The course does not have any time restrictions or deadlines, so you can study at whatever time is convenient for your current lifestyle commitments. This short course has five units that cover customer service from a modern business perspective and helps customer service representatives to evaluate customers’ needs and expectations properly. One drawback of the short course is its length. You can use this course to teach your customer service employees how relationships can benefit your business.

15. Brentwood  

This short customer service course from Brentwood is an entry-level course that is approximately 20 hours long. This workshop is quite basic and teaches the fundamentals of good customer service. This call center training course focuses on the 6 topics such as the definition of customer service, the importance of nurturing strong relationships with customers, etc. The course is particularly helpful for teaching employees how to analyze and react to employee feedback. Since the course is quite basic, it will not be a sufficient standalone customer service course for your employees.

Review of Call Center Training Courses

In this article, we saw that there are numerous different types of call center training courses. Some courses focus on training call center employers, while others focus on the whole business of running a call center.

There is also a lot of variety in the technology used to deliver the courses. Some providers, like EdApp, offer full-service learning management systems to support their training, while others are mainly collections of videos. Try out some of the call service training courses listed above and let us know what you think about them.