Call centre qualifications

greencreeper · 05-01-2007, 22:40

No sarcastic remarks, now, such as, "Holding a banana"

Does anyone know of any qualifications that are aimed at people working in a call centre environment? Particularly phone skills. I'm not so good with the angry customer - I can't say those soothing things. E.g. I say, "I can understand", and customer says, "Well no I don't think you can. In fact, I don't think you have any idea about..."

I've had a look around on the web but haven't found much of use.

**Hugh** · 05-01-2007, 22:45

Have you looked on the Call Centre Association's website?
http://www.cca.org.uk/

Especially this page http://www.cca.org.uk/careerdev/248.asp

greencreeper · 05-01-2007, 23:11

And in presumptions, prejudices are laid bare... I never imagined there was an association! Will have a read

Escapee · 06-01-2007, 09:48

Quote:

Originally Posted by greencreeper

No sarcastic remarks, now, such as, "Holding a banana"

Does anyone know of any qualifications that are aimed at people working in a call centre environment? Particularly phone skills. I'm not so good with the angry customer - I can't say those soothing things. E.g. I say, "I can understand", and customer says, "Well no I don't think you can. In fact, I don't think you have any idea about..."

I've had a look around on the web but haven't found much of use.

Sorry Mr greencreeper, you need to speak to another department for that question. I will just put you on hold while I transfer you.

"Escapee puts phone down"

Paul · 06-01-2007, 11:05

Most call centers are staffed via agencies and those agencies look to see if you have any customer facing skills, good communication skills, ability to learn, ability to stay calm when people are screaming abuse at you etc.
A lot of call centers will take agency staff on and then put them through a training procedure during which you are continually assessed by the trainers. Even when you are released onto the phones you are continually assessed and calls are randomly monitored.

TheDaddy · 06-01-2007, 12:01

There is an NVQ in Call Centre Customer Service

Nikesh · 06-01-2007, 12:55

You mean you actually need qualifications to work in a call centre!

Sorry just joking...

TheDaddy · 06-01-2007, 12:56

Quote:

Originally Posted by Nikesh

You mean you actually need qualifications to work in a call centre!

Sorry just joking...

Judging by some of the people I have spoken to, they would help

Chris W · 06-01-2007, 12:58

As TheDaddy said there is an NVQ in call centre customer service, and also an NVQ in just customer service- i think their of these would stand you in good stead.

There are other qualifications that might stand you in better stead depending on which industry you are going into, technical qualifications, financial industry exams etc etc.

lostandconfused · 06-01-2007, 15:53

AFAIK most companies dont want any qualifications except GCE maths /english etc. most will do their own training, but the NVQ would put make you stand out from the crowd.

with most call centres staff dont tend to stay too long (except the dvla i've heard) so they are always looking for new staff

Chrysalis · 06-01-2007, 16:56

Quote:

Originally Posted by greencreeper

No sarcastic remarks, now, such as, "Holding a banana"

Does anyone know of any qualifications that are aimed at people working in a call centre environment? Particularly phone skills. I'm not so good with the angry customer - I can't say those soothing things. E.g. I say, "I can understand", and customer says, "Well no I don't think you can. In fact, I don't think you have any idea about..."

I've had a look around on the web but haven't found much of use.

I have noticed they usually put communications skills above knowledge of the sector. Also experience needed when I tried for a call centre job once and couldnt get one due to lack of experience.

greencreeper · 06-01-2007, 18:42

Quote:

Originally Posted by Escapee

Sorry Mr greencreeper, you need to speak to another department for that question. I will just put you on hold while I transfer you.

"Escapee puts phone down"

Sigh

I've never put the phone down on a customer. Well - maybe the odd one of two where I lost all hope

Quote:

Originally Posted by Chris W

As TheDaddy said there is an NVQ in call centre customer service, and also an NVQ in just customer service- i think their of these would stand you in good stead.

There are other qualifications that might stand you in better stead depending on which industry you are going into, technical qualifications, financial industry exams etc etc.

I once did an NVQ in Warehousing (long story) - finished it in a few days. It involved gathered lots of photcopies, and writing half a page of A4. I'd like something more "robust". My local college had an ideal course - then cancelled it

Quote:

Originally Posted by Nikesh

You mean you actually need qualifications to work in a call centre!

Sorry just joking...

Cheek!

Quote:

Originally Posted by Chrysalis

I have noticed they usually put communications skills above knowledge of the sector. Also experience needed when I tried for a call centre job once and couldnt get one due to lack of experience.

Absolutely. We tend to recruit on the basis of ability to answer the phone, rather than ability to fix problems. I'm working in a call centre at the moment. It's a bit of a hybrid though - mix of first and second line IT support. I've just been promoted to Senior Consultant, which means I take on some management tasks and dealing with the occasional telephone or written complaint. I'd like to improve my handling of difficult customers. I might ask at work - may be able to help, though their training tends to be less than useful.