Basic knowledge of what to expect when working in a Call Centre environment.  You will have a better understanding in the different types of Call Centre positions that are available.  You will learn what to expect in the different working departments & also know what to do when dealing with a difficult customer.  How to answer the call, take messages or to transfer a call from one department to another.  You will receive a certificate for training that you can use to update your CV that can encourage companies to give you preference in your interview, showing, you have an interest in the call centre industry in general.