| Bonus Resources.txt | 102.4 B | ||
| Get Bonus Downloads Here.url | 204.8 B | ||
| ~Get Your Files Here ! | |||
| 1 - Introduction | |||
| 1 - Why Call Centre Skills Can Transform Your Career — and Your Life.mp4 | 54.1 MB | ||
| 10 - Professionalism, Ethics, and Compliance | |||
| 11 - Career Development, Growth, and Your Next Steps | |||
| 2 - Mastering Communication Fundamentals | |||
| 10 - Verbal Empathy Making Customers Feel Heard and Valued.mp4 | 48.3 MB | ||
| 3 - Handling Calls Like a Professional | |||
| 11 - The Anatomy of a Perfect Call Opening, Body, and Close.mp4 | 68.3 MB | ||
| 12 - Greeting Customers with Confidence and Warmth.mp4 | 44.4 MB | ||
| 13 - Taking Ownership of Every Call From the First Second.mp4 | 56.9 MB | ||
| 14 - Managing Hold Times, Transfers, and Callbacks Professionally.mp4 | 54.4 MB | ||
| 15 - Closing Calls Positively and Leaving a Lasting Impression.mp4 | 48.1 MB | ||
| 4 - Customer Service Excellence | |||
| 16 - What Customers Really Want — and Why It's Not Always What They Say.mp4 | 45.8 MB | ||
| 17 - Building Rapport Quickly Over the Phone.mp4 | 49.9 MB | ||
| 18 - Setting and Managing Customer Expectations.mp4 | 49.2 MB | ||
| 19 - Going Above and Beyond The Art of Exceeding Expectations.mp4 | 40.8 MB | ||
| 20 - Measuring Customer Satisfaction CSAT, NPS, and What They Mean for You.mp4 | 43.3 MB | ||
| 5 - Dealing with Difficult Customers and High-Pressure Situations | |||
| 21 - Why Customers Get Angry — and How to See It from Their Side.mp4 | 45.8 MB | ||
| 22 - The LEAP Method Listen, Empathise, Apologise, and Problem-Solve.mp4 | 50.3 MB | ||
| 23 - De-escalation Techniques That Actually Work.mp4 | 50.5 MB | ||
| 24 - Handling Complaints Without Taking It Personally.mp4 | 47 MB | ||
| 25 - When to Escalate and How to Do It Without Losing the Customer.mp4 | 62.8 MB | ||
| 6 - Problem-Solving and Critical Thinking on the Spot | |||
| 26 - Thinking on Your Feet A Framework for Fast, Smart Decisions.mp4 | 48.5 MB | ||
| 27 - Finding Solutions When the System Says No.mp4 | 43.8 MB | ||
| 28 - Balancing Company Policy with Customer Needs.mp4 | 50.5 MB | ||
| 29 - Following Up and Closing the Loop on Unresolved Issues.mp4 | 66 MB | ||
| 7 - Working with Call Centre Technology and Tools | |||
| 30 - Navigating CRM Systems Like a Pro.mp4 | 44.9 MB | ||
| 31 - Call Logging, Ticketing, and Why Accurate Notes Matter.mp4 | 50.8 MB | ||
| 32 - Using Scripts and Knowledge Bases Without Sounding Robotic.mp4 | 51.2 MB | ||
| 33 - Understanding Call Metrics AHT, FCR, Wrap Time, and More.mp4 | 66.9 MB | ||
| 34 - Multi-Channel Support Handling Chat, Email, and Phone Together.mp4 | 65.8 MB | ||
| 8 - Outbound Calling Skills | |||
| 35 - The Psychology of Outbound Calls Why People Resist and How to Connect.mp4 | 47.5 MB | ||
| 36 - Crafting an Outbound Opening That Gets People Talking.mp4 | 45.6 MB | ||
| 37 - Handling Objections on Outbound Calls with Confidence.mp4 | 67.3 MB | ||
| 38 - Ethical Selling and Upselling in a Call Centre Environment.mp4 | 49.4 MB | ||
| 9 - Emotional Resilience and Wellbeing at Work | |||
| 39 - The Emotional Load of Call Centre Work — and Why It's Real.mp4 | 46.9 MB | ||
| 40 - Stress Management Techniques You Can Use Between Calls.mp4 | 46.3 MB | ||
| 41 - Avoiding Burnout Recognising the Warning Signs Early.mp4 | 49.6 MB | ||
| 42 - Staying Motivated When the Shift Gets Tough.mp4 | 48 MB | ||
| 43 - Building a Positive Mindset That Carries You Through Difficult Days.mp4 | 45.9 MB | ||
| 6 - The Power of Your Voice Tone, Pace, Pitch, and Clarity.mp4 | 46.1 MB | ||
| 7 - Active Listening The Skill That Separates Good Agents from Great Ones.mp4 | 47 MB | ||
| 8 - Asking the Right Questions Open, Closed, and Probing Techniques.mp4 | 44.6 MB | ||
| 9 - Avoiding Jargon and Speaking the Customer's Language.mp4 | 49.9 MB | ||
| 48 - From Agent to Team Leader Understanding the Career Ladder.mp4 | 47.4 MB | ||
| 49 - Building Skills That Make You Promotable.mp4 | 67.6 MB | ||
| 50 - Creating a Standout CV for Call Centre and Customer Service Roles.mp4 | 62.1 MB | ||
| 51 - Acing the Call Centre Job Interview with Confidence.mp4 | 48.9 MB | ||
| 52 - Continuing Your Learning Certifications, Courses, and Communities.MUX.mp4 | 64.7 MB | ||
| 52 - Continuing Your Learning Certifications, Courses, and Communities.mp4 | 48.4 MB | ||
| 53 - Course Wrap-Up You Have What It Takes — Now Go Show the World.mp4 | 44.6 MB | ||
| 44 - Data Privacy, GDPR, and Why Compliance Protects Everyone.mp4 | 45.2 MB | ||
| 45 - Ethical Communication Honesty, Transparency, and Trust.mp4 | 51.7 MB | ||
| 46 - Confidentiality, Call Recording, and Professional Boundaries.mp4 | 40.9 MB | ||
| 47 - Representing Your Brand with Integrity on Every Call.mp4 | 49.7 MB | ||
| 2 - Course Overview and How to Get the Most from This Program.mp4 | 46.9 MB | ||
| 3 - What Does a Call Centre Agent Actually Do Roles, Environments, and Expectations.mp4 | 43.5 MB | ||
| 4 - Types of Call Centres Inbound, Outbound, Blended, and Virtual.mp4 | 45 MB | ||
| 5 - The Mindset of a Top-Performing Agent Professionalism Starts Here.mp4 | 44.9 MB |
The Complete Diploma in Call Centre Agent Skills
https://WebToolTip.com
Published 6/2026
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz, 2 Ch
Language: English | Duration: 2h 54m | Size: 2.67 GB
Build Real Call Centre Skills, Handle Any Customer with Confidence, and Earn a Career-Ready Professional Diploma
What you'll learn
How to handle any customer call with confidence, warmth, and professionalism from the very first second
Powerful communication techniques that make customers feel genuinely heard, valued, and understood
Proven de-escalation strategies to turn angry, frustrated customers into satisfied ones every time
How to structure a perfect call — from a compelling opening to a lasting, positive close
The LEAP method for handling complaints confidently without ever taking difficult calls personally
How to think on your feet and solve problems quickly, even when the system says no
Essential CRM, ticketing, and call logging skills that make you fast, accurate, and reliable
How to handle outbound calls, overcome objections, and upsell ethically and confidently
The key metrics every call centre uses — AHT, FCR, CSAT — and how to make them work for you
Multi-channel support skills for handling phone, live chat, and email like a true professional
How to protect your mental wellbeing, avoid burnout, and stay motivated through demanding shifts
Data privacy, GDPR, and the ethical standards that make you a trusted, compliant professional
Exactly how to write a standout CV and ace a call centre job interview with real confidence
A clear roadmap for progressing from agent to team leader and beyond in your career
Requirements
There are no requirements to enroll in this course.
| torrent name | size | uploader | age | seed | leech |
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| 473.8 MB | freecoursewb | 1 day | 16 | 5 | |
| 3.7 GB | freecoursewb | 2 weeks | 5 | 7 | |
| 3.8 GB | freecoursewb | 2 weeks | 9 | 6 | |
| 1.3 GB | freecoursewb | 2 weeks | 67 | 9 | |
| 1.5 GB | freecoursewb | 2 weeks | 9 | 5 |
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