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The expectations placed on call centre employees are pretty demanding. Customers want their calls answered quickly, resolved efficiently and handled with impeccable product knowledge and communication skills. But let’s face it: this level of professionalism doesn’t happen by itself. This is where our call centre training tips may come in handy.

Training is essential for both new hires and existing staff to sharpen their skills and feel motivated. And while creating a great call centre experience that boosts customer satisfaction may be a tall order, it is achievable by following call centre training best practices.


You will have complete access to engaging lessons which can be shared with employees to improve their call centre skills. By including these lessons in your corporate training sessions, you can help employees strengthen interactions with customers, understand digital customer service and improve customer satisfaction.


For the contact centre staff to provide outstanding customer service


  • Introduction and Course Overview

  • What’s Missing in Telephone Communication?

  • Verbal Communication

  • Who are Your Customers?

  • To Serve and Delight

  • Listening Skills

  • Asking the Right Questions

  • Saying No

  • Sales by Phone

  • Taking Messages

  • Staying Out of Voice Mail Jail

  • Closing Down the Voice

  • Cold and Warm Calls

  • Developing a Script

  • Perfecting the Script

  • Going Above and Beyond

  • Handling Objections

  • Closing the Sale

  • Feelings

  • Changes in the Customer

  • Negotiation

  • It’s More Than Just a Phase

  • High Impact Moments

  • Tips for Chatty Callers

  • This is My Mentor, Roger

  • Phone Tag and Getting the Call Back

  • Dealing with Difficult Customers

  • Stress Busting

  • News from Within

  • Wrapping Up

  • Workshop Wrap-Up