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Course Information

Virtual Call Center Agent Masterclass​ Outline

Module 1: Introduction

  • Virtual Call Center
  • Role of Virtual Call Center Agent
  • Physical Vs Virtual Call Center

Module 2: Virtual Call Center Agent Duties and Responsibilities

  • Answering Phone Calls
  • Emails or Online Chat Messages
  • How to Address Customer Concerns?
  • Calls for Verify Information
  • Direct Customers to Other Resources When Appropriate
  • Properly Maintenance of Equipped Home Office

Module 3: Virtual Call Center Agent Skills and Competencies

  • Interpersonal Skills
  • Problem-Solving Techniques
  • Patience
  • Organisational Skills
  • Maintaining Workloads

Module 4: Virtual Call Centers Benefits in:

  • Telemarketing or Sales
  • Customer Service
  • Third-Party Verification
  • Technical Support for Inbound or Outbound Calls

Module 5:  Technology and Software Used for Virtual Call Centers

  • Technology Used in Virtual Call Center
  • Software Used in Virtual Call Center


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Who should attend the Virtual Call Center Agent Masterclass?

The Virtual Call Center Agent Masterclass is designed for individuals interested in becoming skilled Virtual Call Centre Agents or those looking to enhance their Customer Service and Communication skills. This course can be beneficial for a wide range of professionals, including:

  • Call Centre Agents
  • Customer Service Representatives
  • Telemarketing Agents
  • Sales Representatives
  • Human Resources Professionals
  • Recruitment Consultants
  • Service Desk Personnel

Prerequisites for the Virtual Call Center Agent Masterclass

There are no formal prerequisites to attend this Virtual Call Center Agent Masterclass. 

Virtual Call Center Agent Masterclass Overview

The Virtual Call Center Agent Masterclass is a comprehensive training course focusing on the dynamics of remote customer service in contemporary business environments. As the global workforce transitions towards remote models, mastering virtual call center operations becomes pivotal. This course explores the intricacies of remote customer support, offering insights into technology, communication, and efficiency in the virtual call center landscape.

Proficiency in this Virtual Online Job Roles Training Course is crucial for professionals in customer service, team management, and IT support. Customer service representatives, team leaders, and anyone involved in remote support activities will benefit from mastering this subject. The course equips individuals to adapt to the evolving nature of customer interactions and ensures they stay ahead in the competitive world of remote service provision.

This intensive 1-day training is designed to provide delegates with a deep understanding of virtual call center dynamics. Delegates will acquire practical skills in managing customer interactions remotely, utilising virtual tools effectively, and optimising communication channels. The masterclass focuses on enhancing problem-solving abilities, multitasking skills, and adapting to the virtual environment, ensuring delegates are well-prepared for the challenges of virtual call center operations.

Course Objectives:

  • To understand the fundamentals of virtual call center operations
  • To explore effective communication strategies in a remote customer service setting
  • To master the use of virtual tools and technology for enhanced efficiency
  • To develop skills in managing and resolving customer queries remotely
  • To enhance multitasking abilities in a virtual call center environment
  • To adapt to the challenges of remote team management and collaboration
  • To optimise customer satisfaction through virtual service excellence
  • To stay updated on the latest trends and technologies in virtual call center operations

After completing this Virtual Call Center Agent Masterclass, delegates will receive a certification acknowledging their proficiency in remote customer service operations. This certification serves as a testament to their skills in virtual call center management, providing a competitive edge in the evolving landscape of remote work.

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What’s included in the Virtual Call Center Agent Masterclass?

  • World-Class Training Sessions from Experienced Instructors   
  • Virtual Call Center Agent Certificate
  • Digital Delegate Pack

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Virtual Call Center Agent Masterclass FAQs


Virtual Call Center Agents handle inbound/outbound calls as well as emails. Many organisations use virtual call center agents to provide customer support for the development of their own business.
In this Virtual Call Center Agent Masterclass training, there are no formal prerequisites.
Anyone interested in learning about the basics of customer support from a remote location and want to become a virtual call center agent can attend this course.
The following are the benefits: • Work from a remote location • Role of a virtual call center agent in businesses • Answering calls and emails • Management of equipped home office • Problem-solving and organising skills
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 1 day.
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The price for Virtual Call Center Agent Masterclass certification in Philippines starts from $995
The Knowledge Academy is the Leading global training provider for Virtual Call Center Agent Masterclass.

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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