Telephone Skills Training

Telephone skills are in high demand in industries nowadays especially in business process outsourcing companies. Having the right telephone skills is important in any company that offers over the phone services, phone communication and telemarketing services. Does your company have employees who offer such services? If that is the case, then you will find our “Telephone Skills Training” module useful.
Are you having difficulty talking to clients over the phone due a lack of confidence? It is challenging for some to talk to people they don’t know and are not in front of them. However, with the help of our training, that problem can be easily addressed.
This training session will teach participants how they can gain confidence while talking to others over the phone.

Objectives for Telephone Skills Training

This session will help you teach employees:

How to use your voice on the phone

Your speaking voice when talking to people in person could be different when you talk to them over the phone. Most people actually have a phone voice and a talking voice. Through this part of the training program, you’ll be able to discover different techniques on how to utilize your voice in an efficient way so you can capture more clients and take your performance to a whole new level.

How to use questions to discover information

Asking questions is the process you need to go through so you can get the needed information from your clients. In fact, by learning the right techniques of asking questions, you’ll be able to lead one’s mind to end up talking about the facts that you need. We have a hired expert who will tackle this skill thus helping participants learn the art of proper questioning and engage with clients on a deeper scale.

Probing techniques to help with your sale or phone conversation

Did you know that there are actually 5 techniques in probing? These methods are what pro investigators and police officers use when they are questioning someone. Do you want to find out what they are, this is what you’ll get in this part of the training.

How to close a conversation correctly

If starting a conversation will make or break a deal, so does closing it. There is an art of proper delivery even when closing a client call or conversation with clients. This part of the training module will help you provide a good impression when ending a conversation. It helps you end a call in an effective and professional way.

Following a telephone strategy that works every time

There exists a winning telephone strategy that catches tons of clients every time. Do you want to know this well-kept secret that professionals use? It will be discussed in this part of the training.

Helping your clients to say YES

Struggling with getting clients to agree with you? Do you need help in gaining more control while talking to clients on the phone? We have skilled trainer assigned to guide you on creating more effective calls.

Building rapport over the phone

Telemarketers and consultants have a tough task at hand and that is creating a connection between clients so they would be interested in the conversation. In this part of the training, our trainer will share some helpful information about establishing a connection with other people. There are also illustrations and activities prepared for participants so they would know how to connect with clients through the phone.

Dealing with difficult calls

One of the main challenges of phone operators is handling difficult calls. Different situations require different skills; this part of the module will help telephone operators handle these type of calls with ease.

Words that will work wonders on the phone

Here participants will learn the right word structures to achieve better and more positive responses from their calls.

Positive structure and the call system to go from start to finish professionally

In this part of the training module, we guide participants on structuring a positive call. This is a detailed guide on how participants can have the proper flow of conversation and create a wholesome vibe while on the phone.

More information on the course outline

Taking Messages

One of the key areas to telephone communication is the ability to take effective messages. In this session, participants will look at some essential components of taking messages. Our trainer also will help participants to create a quick reference sheet that they can keep by their desk for a smoother call.

Phone Tag and Receiving the Call Back

We have all had those moments where we have called and tried reaching someone who has left a message for us also. While today’s technology can make it hard sometimes to reach a decision maker, there are some tips that can make the message more effective. This session will give participants some instruments to deal with phone tag and help the message get to the right person.

High Impact Seconds

This session will explore some those moments when you need to make sure every second counts. We provide participants with advanced skills to create impacts on the telephone and help increase their communication effectiveness.

It’s Much More Than Simply a Phase

In this part of the session participants learn about some of the different kinds of discussions over the phone and the four phases of dialogue.

Who are your Customers?

Would you like to know more about the person on the other end of the phone? In this session, participants are going to learn about the human element and we discuss more about the types of customers that participants will come across. As our trainer helps to identify common issues with customers over the phone, we also provide a range of solutions for those difficult situations.

To Please and Serve

This session will give participants the opportunity to develop strong, helpful phrases for helping customers. We provide some scripted responses and statements that many organisations use to assist a caller or customer.


We negotiate nearly every day. Dialogue is a key ability for call centre success. During this session, participants will learn four things that they can do to become better negotiators. Advanced negotiation for those who need to negotiate over the phone.

Going Beyond and Above

We want to provide participants with advanced techniques for increasing customer service levels. This session will give participants 15 techniques for success and a number of ways to customise their service to help the customer feel great about the transaction.

Asking the Appropriate Questions

In this session, participants learn about the use of questioning techniques and how to probe effectively for gaining more information. Learn how to gather information quicker with a smoother telephone technique. Professional telephone support and call centre techniques to impress anyone.

Close the Sale

Closing the conversation can be just as important as the start. Learning how to effectively close the call without any awkwardness. In this session, participants will develop good questions that will help them close a sale or a conversation more effectively.

Tips for Chatty Callers

We all have those moments, where we find someone on the phone that may wish to talk for hours. In this session, participants will learn a few methods to take care of these types of callers.

Creating a Script

Scripts can be an effective tool, especially for cold calls. This session will give participants a chance to lay out the framework for their script. There is nothing like an adaptable phone operator, however the small scripted exercises and activities here will show participants how the fall back script can be helpful to gain more time, get back on track and focus on a process. Next, participants will learn strategies to customize their scripts. We will also look at FAQ sheets and how they could help participants on a daily basis.

Sales by Phone

Do you sell over the phone? This session will talk about how to utilise information delivery and rapport building skills to help participants sell more over the telephone.

Staying Out of Voice Mail Jail

Voice mail is an excellent tool, but it can also be frustrating. In this session, participants will talk about some strategies for leaving messages and they will have a chance to practice those techniques in a group activity.

Vocal Techniques

We provide vocal techniques to participants to demonstrate the use of a phone voice and increasing our effectiveness using tone. This session will give participants an opportunity to practice some vocal exercises. This session will cover the four E’s of a successful telephone voice and the way you can use them to promote a service image.

Changes in the Customer

Customers have changed in their expectations, with the increase of technology we briefly discuss how this may impact the contact call operator. This session will explore some ways that customers have changed in the previous twenty years.


During this session, participants will work in pairs to rewrite dry and less than inspired statements to show empathy for their customers.

What’s Missing in Telephone Communicating

To begin, participants will investigate Alfred Mehrabian’s study on communication and the way that it impacts telephone communication. Participants may also learn the role that body language plays in phone communication.

Questioning and Listening Skills

In this session, participants will learn techniques for active listening and staying focused.

Coping with Challenging Customers

This session will give participants nine easy techniques for handling difficult customers. We will look at how to cope with vulgarity.

Stress Bursting

All of us need techniques for managing the tension in our own lives. This session will encourage players to develop some personalized methods to manage stress.

Handling Objections

In this session, participants will learn different approaches to deal with sales objections.

Saying No

Delivering bad news and saying “no” can be two of the very difficult aspects of a call center representative’s job. This session will give participants techniques and practice in these two skill areas that are vital.

Cold and Warm Calls

During this session, participants are going to learn how to maximize their efficiency in each and about these two types of calls.

Telephone Skills Training Summary

Many business owners and organizations have gained a liking on this training session. It’s because, through it, phone operators are transformed into well-rounded telephone agents. With the help of this training module, your team will immediately witness a great improvement on your. If the telephone is an integral part of your business, you must utilize it to teach your employees proper telephone etiquette, good vocal tonality, the best way to build rapport to your future clients.
Aside from that, this module will also provide a comprehensive guide and useful tips on how one can use his or her vocal tone properly. Through this, participants will be able to speak fluently and clearly while on the phone with his clients.
In addition, we also talk about methods and strategies on possible appropriate questions participants can ask clients to make their conversations more engaging and not just sound like a pure marketing pitch. This training module will also teach participants how to search for information from customers without difficulty.
This training is available Australia wide in Melbourne, Parramatta, Gold Coast, Brisbane, Sydney, Adelaide, Canberra, Perth, Darwin.
If what you’re looking for is a Call Centre Training session, then we also offer Communication Training and other Customer Service Training which can help in developing your team. Our company can make a personalized training session to suit your needs and preferences. Call us at 1300 810 725 if you want more information about this training and to be able to get a free custom outline.

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