Call Centre Agent Training

The atmosphere in the workplace of a call centre can be vastly different from anything you may experience in any other type of work setting. Improving your skills and becoming a professional Call Centre Agent can set you apart from the other Call Centre Operators and insure more success and better results for you. This training session is specifically designed to cater to, and augment, the needs and requirements of a Call Centre Agent. During this training session you will be able to pick up tricks, tips, and receive the necessary training to help you make a difference and increase your skill over the telephone. If you are a business owner, you can expect the skill level of your staff to improve to that of a professional and skilled call center agent upon the completion of this training program.

Objectives for Call Centre Training: Sales and Customer Service

How your team will benefit:

Develop an understanding of the nuances of body language and verbal skills

The way you employ body language will either assist or hinder you as a telemarketer. Many call centre operators miss the chance to become a better communicator over the phone because of underestimating the importance of body language. In the beginning of this training session our professional trainers will be able to demonstrate the importance of using body language and how to be a more effective communicator over the phone.

Learn aspects of verbal communication such as tone, cadence, and pitch

It is important for a call centre agent to understand how tone, cadence, and pitch will affect the way you sound over the phone. Having a background on phone manners will also help you in becoming a professional telemarketer. Participants will be able to learn more about techniques in this part of the session.

Demonstrate an understanding of questioning and listening skills

There are multiple levels to how effective you are at asking questions and listening to replies. Here we will discuss how to become more effective in these two areas.

Acquire comfort with delivering bad news and saying no

It can be difficult for a lot of people to deliver bad news and to say “no”. In this part of the training session we will provide tips and scripts that participants can practice in order to improve their delivery of bad news and tom be comfortable with saying “no” when the situation calls for it.

Learn effective ways to negotiate

Being able to negotiate effectively will enable you to increase your results over the phone. Here our trainers will give an in-depth discussion on negotiation skills and provide one on one assistance with activities designed to sharpen negotiation skills.

Understand the importance of creating and delivering meaningful messages

Having the ability to create and deliver meaningful messages can be an important tool for telemarketers. There is little point in taking up the time of your customers without this skill. Here participants will learn how to create and design your own script and design it to be more meaningful and, as a result, effective.

Use tools to facilitate communication

A call centre agent can never have too many communication tools. If your team is currently having trouble communicating properly over the phone, this session will help immensely. Here participants will learn how to communicate at a more professional level.

Realize the value of personalizing interactions and developing relationships

This part of the session will enable your team to add a personal touch over the telephone. This will make clients feel more connected and will prevent them from feeling that they are simply listening to a well rehearsed spiel. This will leave customers with a positive and lasting impression.

Practice vocal techniques that enhance speech and communication ability

Here participants will be able to learn and update themselves with the latest vocal and speech techniques that will have them sounding at their very best.

Personalize techniques for managing stress

Because it can be very stressful working as a call centre agent, cultivating the ability to manage stress and learning new stress management techniques can be very important as a way to improve job satisfaction and motivation. In this part of the session participants will be able to learn some easy and effective techniques to become better at managing stress.

More information on the course outline

What’s Missing in Telephone Communication?

To start, participants will investigate Albert Mehrabian’s study on communication and the way it effects phone communication. Participants will also study the function that body language plays in phone communication.

Verbal Communication

This session will cover the four E’s of a powerful phone voice and the way you may use them all to encourage a service picture.

Who are Your Customers?

Within this session, participants will learn about what a customer is, and they’ll identify some of their particular customers.

To Function and Please

This session will give everyone a chance to learn powerful, helpful phrases for helping customers.

Listening Skills

In this session, your team will learn techniques for active listening and remaining focused.

Asking the Proper Questions

Within this session, employees will learn about open and closed questioning tactics, also going through the probing styles of questioning.

Saying No

Delivering bad news and saying “no” can be two of the most difficult facets of the call centre representative’s job. This session will give your team techniques and practice in these two key skill areas.

Sales by Telephone

This session will discuss the way to utilize information delivery and connection building to help participants sell over the telephone.

Taking Messages

In this session, employees will examine some crucial components of taking messages. Then, they’ll produce a fast reference sheet they could keep by their own desk.

Staying Out of Voice Mail Jail

Voice mail is a great tool, but it can also be frustrating. Within this session, participants will discuss some hints for leaving messages and have a chance to practice and fine tune those techniques.

Closing Down the Voice

This session will give participants an opportunity to practice some vocal exercises.

Cold and Warm Calls

In this session, employees will learn about both of these kinds of calls and the manner to increase efficacy in each.

Having a Script

Scripts can be a powerful tool, especially for cold calls. This session will give employees the opportunity to lay out the framework for their script.

Perfecting the Script

Next, participants will learn methods to customize their scripts. We are also going to look at FAQ sheets as well as how they really can help participants on a daily basis.

Going Above and Beyond

This session will give participants 15 techniques for success and a few means to customize their service to greatly improve the customers experience.

Handling Objections

In this session, participants will learn different methods to address objections.

Closing the Sale

Next, participants will develop good question techniques which may help them close a deal.


In this session, participants will work in pairs to rewrite statements to show empathy for their clients in certain situations.

Customer Transitions

This session will investigate some means that customers have changed through the previous twenty years.


Discussion is a crucial ability for call centre success. In this session, participants will learn four skills to become better negotiators over the phone.

It is Much More Than Just a Stage

Next, participants will acquire information about the four stages of negotiation and a few distinct kinds of negotiation.

High Impact Moments

This session will investigate some scenarios where you come into contact with a client or customer at a time you have a tremendous impact on them.

Suggestions for Chatty Callers

In this session, participants will learn some means to deal with various caller types.

Phone Tag and Getting the Call Back

While today’s technology could ensure it is difficult to reach a decision maker, additionally, it provides opportunities. This session will give participants some ways to deal with phone tag.

Coping with Difficult Customers

This session will give participants nine simple methods for managing difficult customers. We are also going to look at how exactly to handle angry customers.

Stress Busting

We all need techniques for managing the anxiety within our own lives. This session will support participants to develop some personalized methods to manage anxiety.

News from Within

In this session, we’ll take short look in the inside workings of the call centre as well as how they’re managed.

Wrapping Up

While the class comes to a close, participants will work in small groups to produce a review action for each other. We will also go through a review of vocal exercises and techniques.

Call Centre Training Summary

This call centre training session will include a sales training session and a customer training session that will help call centre agents learn how to make the most of their telephone-based work. This will include understanding the best ways to listen and be heard. Because each phone interaction will naturally require the elements of sales and customer service skills, our trainers will go into in-depth detail during this training session. Upon the completion of this training session, you should be able to have your team improve in the overall quality and professionalism in the field of sales and customer service.
This training program is available to all major cities such as Melbourne, Canberra, Parramatta, Perth, Sydney, Adelaide, Brisbane, Gold Coast, and Darwin.

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