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Call Centre Training
Course Overview
- Duration: Choose from a half-day (3.5 hours) or full-day (7 hours) workshop to workshops of up to 10 half-day sessions.
- Delivery mode: Face-to-face or online call centre training (via Zoom or Teams software).
- Ideal for: Anyone who is keen to enhance their call centre or customer service communication skills to benefit themselves and their organisation.
Whether you are answering enquiries or making outgoing calls, call centre sales present specific challenges. Research suggests that customers will decide whether to continue a call within the first ten seconds of any call they receive, may determine whether to buy within less than a minute of an inquiry they make, and are increasingly resistant to the call centre experience.
Our call centre training will help convert sales opportunities, address customer concerns and deliver an amazing customer experience. Successful call centre work is also a personal psychological challenge as much as a skills challenge. Our course will help you and your team with the challenges of building confidence and resilience and handling rejections. We focus on mindsets, attitudes, skills, and techniques to build true behavioural change and happy customers!
Training plans are tailored to our client’s specific needs and learning styles. We can deliver solutions for call centre staff, team leaders, or customer service representatives across a wide range of industries.
Course Overview
- Duration: Choose from a half-day (3.5 hours) or full-day (7 hours) workshop to workshops of up to 10 half-day sessions.
- Delivery mode: Face-to-face or online call centre training (via Zoom or Teams software).
- Ideal for: Anyone who is keen to enhance their call centre or customer service communication skills to benefit themselves and their organisation.
Inquire About This Course
Please fill out your information below with a short message and a member of your team will be in touch soon.
Call centre training Australia | Our difference
At CX Training, we believe behavioural change is vital to call centre training. It turns knowledge into action, builds emotional intelligence, encourages accountability, shows professionalism, and ultimately, improves the customer experience.
Whether you are located in Brisbane, the Gold Coast, or the Sunshine Coast, our customer service call centre courses and workshops will be tailored to your unique requirements. We will liaise with you to understand your organisation’s goals, your team’s learning styles and preferences, and your overall strategic objectives. We can then tailor a learning program that delivers the results you need. It’s your team, your customers, your CX training!
Bringing about behavioural change also often requires more than just a group training session. We can support you after any initial training through coaching, leader support, webinars, micro-learning or a follow-up implementation workshop.
Working with us means working with experienced professionals who don’t work off a script. We never repeat the same strategies twice. We break down barriers and accomplish new goals to transform your business into a customer-centric centre!
Why is a call centre training course important?
A call centre training course can build the essential skills and knowledge required to deliver exceptional customer service in fast-paced, high-pressure environments. Additionally, it can:
- Improve customer satisfaction. By training staff to handle calls professionally, communicate clearly, and resolve issues effectively, you’ll encourage happy, loyal customers.
- Boost staff confidence and performance. Staff can learn to manage complaints, challenging calls, or technical issues confidently, reducing stress and leading to faster resolutions.
- Standardise communication across teams. This can create a consistent approach, message and tone ensuring your organisation’s service quality is strong and unified.
- Reduce errors and escalations. Training can reduce misunderstandings, mistakes and the need to escalate issues to team leaders. This will save time, money and frustration!
- Increase operational efficiency. Trained staff can handle more calls in less time, improving productivity and lowering operational costs while still delivering high-quality service.
- Support compliance. Staff are more likely to be able to handle sensitive information safely and stay compliant with relevant laws, which is critical in some industries.
- Enhance employee retention. Employees who are supported are more likely to stay. Training shows investment in their growth and leads to a more engaged, loyal team.
Clients who have done our call centre training solutions courses
We have provided workshops tailored to a wide range of markets and industries, including the public service, financial and professional services, not-for-profit, education, and many more.
Call centre agents training | Course outline
We can tailor a course outline to your organisation’s specific needs, but a call centre training course typically covers:
- Introduction to customer service and customer experience
- Choosing the right medium: Phone vs. email vs. chat vs. text vs. letter vs. Zoom/Teams
- Building rapport with different customer styles
- Tone of voice
- Building rapport through email, text and chat
- Demonstrating professionalism
- Basic phone skills
- Questioning skills to understand customer needs
- Active listening and empathy
- Building trust
- Demonstrating authority, accountability and assertiveness
- Getting results from colleagues and third parties
- Adding value
- Managing expectations
- Sales: Qualifying the opportunity
- Sales: Demonstrating empathy and understanding
- Sales: Communicating solutions and value
- Sales: Closing the deal
- Difficult calls: Handling your own mindset and emotions
- Difficult calls: De-escalation (calming the other person)
- Difficult calls: Alternative conflict resolution strategies
- Difficult calls: How to apologise / How to say no or deliver disappointing news
- Difficult calls: Different types of difficult
- Difficult calls: How to shorten lengthy calls / Assertive empathy
- Difficult calls: How to exit or escalate
Customer service call centre training | Learning outcomes
At the end of our tailored call centre training, your team will be better able to:
- Build rapport
- Build trust
- Demonstrate professionalism
- Demonstrate accountability, authority and assertiveness
- Convert sales opportunities
- Up-sell, cross-sell, and price assertively
- Understand customer needs, concerns and priorities
- Handle complaints and difficult customers
- Manage call time and accelerate lengthy conversations
- Deliver added value
- Deliver an excellent customer experience
Who is this call centre customer service training for?
Our customer service training course is ideal for professionals in a wide range of industries, including:
- Call centre staff, team leaders and supervisors
- Customer service representatives – telecommunications
- Customer service representatives – healthcare
- Customer service representatives – banking
- Customer service representatives – retail
- Customer service representatives – travel
- Customer service representatives – automotive
- Customer service representatives – government
- Customer service representatives – tech support
- Customer service representatives – education sectors
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Our call centre training facilitators
The founder of CX Training is Giles Watson, who has over 20 years of experience in professional services management and consultancy. He is known as a facilitator and speaker for his engaging delivery and relevant, insightful and practical content. Giles takes a strategic approach to how his clients experience training. He strongly focuses on value, design, and the different ways content can be delivered. His qualifications include:
- Certificate IV in Training and Assessment
- MA in Marketing (Distinction)
- MBA (Distinction)
- Member of CSIA (Customer Service Institute of Australia)
- Accredited behavioural profiler – Hogan Assessments
In addition to CX Training’s principal consultants, the company has developed relationships with a network of passionate and talented industry experts who contribute when needed to deliver scaleable delivery and optimal results.
What you’ll need for our call centre training courses
If you are doing a virtual course:
- A computer or mobile device
- Internet connection
- Speakers and a microphone
- A webcam
If you are doing a course at work:
- A training room
- Stationery to take notes
We will provide:
- A workbook
- A slide presentation
- An amazing facilitator!
FAQS – CALL CENTRE TRAINING COURSES
1. Can you deliver training at our premises?
Yes, our training can be delivered face-to-face at your premises or online via Zoom or Teams. A typical course duration would be either half-day or full-day, but it could extend beyond this to several sessions. Our workshops are highly interactive, with discussions, activities, and exercises reinforcing all content areas.
2. Can I split workshops so my team isn't off the phones?
Yes, we can offer two sessions of the same workshop, either on the same day or separately. The second session will be discounted to make such a split possible.
3. How many people can we have in a single workshop?
We don’t put a strict limit on workshop size, but smaller workshops typically offer higher engagement and are likely to maximise the chances of positive behavioural change. As a guide, we recommend groups of below 15 for face-to-face workshops and below 10 for online training.
4. What's the delivery style of your call centre training courses?
For smaller groups, it will likely involve in-room coaching for individuals. For larger groups, we often use group discussions or incorporate an easy-to-use app such as Mentimeter, which allows people to interact in polls, ratings, and other interactivity on their phones.