Call Centre Training


Our call centre training course will help improve the phone skills of team members and new employees working in a call centre environment. This will in turn help make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers. You will learn the skills to improve productivity and performance. Evaluating metrics and coaching are also used to make sure you can maximise the performance of teams.

Study our course in the way you want. In small units or in one. Synchronise your learning between any device and remember and track your progress. Study and answer questions at your convenience and at the end of the course, if you answer more than 80% of the questions correctly, qualify for a certificate of achievement. You can even log your CPD hours.

In all our business courses, you get access to around six hours of e-learning that you can watch, listen and read. There are usually 100 questions and at the end of the course you will receive a certificate of completion that you can use against any personal or professional development requirements. As well as the course, you also receive a FREE e-book that you can read on your Kindle or other e-reader. You also get a FREE audiobook of the course so you can listen to the whole course uninterrupted on your device.



Module One: Introduction

  • Welcome
  • What you’ll learn
  • How it works

Module Two: The Basics (I)

  • Defining buying motives
  • Establishing a call strategy
  • Prospecting
  • Qualifying
  • Case study
  • Review questions

Module Three: The Basics (II)

  • Getting past the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting
  • Case study
  • Review questions

Module Four: Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly – tone of voice
  • Effective listening
  • Case study
  • Review questions

Module Five: Tools

  • Self assessments
  • Utilising sales scripts
  • Making the script your own
  • The sales dashboard
  • Case study
  • Review questions

Module Six: Speaking Like a Star

  • S = Situation
  • T= Task
  • A= Action
  • R = Result
  • Case study
  • Review questions

Module Seven: Types of Questions

  • Open questions
  • Closed question
  • Ignorant redirection
  • Positive redirection
  • Negative redirection
  • Multiple choice redirection
  • Case study
  • Review questions

Module Eight: Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits
  • Case Study
  • Review questions

Module Nine: Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • motivation
  • Overcoming limitations
  • Case study
  • Review questions

Module Ten: Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques
  • Case study
  • Review questions

Module Eleven: Closing the Sale

  • Knowing when it’s time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale
  • Case study
  • Review questions

Module Twelve: Closing Thoughts

  • Lessons Learned
  • Words from the wise
  • Your results
  • Further reading
Topics Covered

Topics Covered

Throughout the course you will develop key skills as you cover the following topics

  • Outbound sales call prospecting
  • Inbound calls and dealing with difficult customers
  • Effective telephone communication skills
  • How to pronounce and annunciate
  • Questioning skills
  • The core elements of telephone sales
What You'll Learn

What You'll Learn

By the end of this short business course on call centre training, you will:

  • Be able to skilfully make contact with customers
  • Use questioning techniques as part of your sales strategy
  • Deal with difficult customers and contacts
  • Be persuasive on the phone
Who's it for?

Who's it for?

This course is for anyone in sales and customer contact centre teams and management.

Prior knowledge

You should be able to communicate and know how to talk to customers at a basic level. From there you will learn more advanced techniques in sales and telephone techniques.

As you develop your career, there will be a constant requirement to not only refresh and update existing technical learning but also to develop new skills and ways of thinking and behaving.

Technical Skills

Whether you’re in production, distribution, sales, finance, human resources or management your technical skills will always need to keep up with the latest developments in technology and change. The learning for this will generally come from your peers, industry trends and specialised training.

New skills

However, as you move up in seniority through an organisation or become and entrepreneur, you will be faced with learning a much wider array of skills. You will need to learn how to be a generalist but with the ability to look at the whole of a business and how it all interlocks.

People Skills

Most importantly, you will need to master your own behaviours and character and emotional intelligence in order to influence, inspire and bring people along with your vision.

Your career, personal and professional development should never stop, whether you are learning because of a company or professional body requirement or whether you are just wanting to grow.


We have many more coursesfor you, your business or organisation. Get in touch about how to get our courses available to your organisation or fellow learners at [email protected]

For Businesses

For Businesses

Are you looking for a comprehensive learning solution for you and your teams? We have a portfolio of over 150 business short courses that are available online and on-demand. These ready to go courses cover all key areas of a business from finance & operations, sales & marketing, human resources to administration and management. As well as hard skills that range from elementary to advanced, there is an array of people and soft skill development.

Our e-learning is comprehensive, up to date and produced by a high quality learning and editorial team. It combines the latest in business thinking with the latest in learning technology. Learning can be delivered wholly online through self-study, with virtual tutor support or in a group & classroom environment by our qualified trainers.

  • All online learning is tracked and courses can be used as part of a personal development plan for staff
  • Learners can study out of hours or in breaks with bite-size learning
  • Get back end management reports on learner progress
  • Cost efficiently solve any compliance, insurance, regulatory, union or staff association requirements
  • Save on staff training and CPD costs
  • Choose and pay for only the courses you need or look at our library models for even greater value
  • No lock-in contracts – pay monthly or get a handsome discount for annual and multi-year deals
  • No big installations necessary – a simple web browser is all you need to get started
  • New courses being added all the time

Get in touch at [email protected] or hit the Chat button for an instant response

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