Call Centre Agent Training Courses

Call centre agents, contact centre agents, frontline agents, customer service representatives, customer consultants and so on –  it doesn’t matter what you call them as regardless they are the lifeblood of your call centre!

Whether it’s handling enquiries, making sales or providing support to customers, each and every contact they have with your customers will influence that customers perception of your entire business.

Get that interaction right, and you’ll have improved customer retention, more sales and raving advocates for your brand. Get it wrong, and well, it’s not great for your business or your customers.

At CX Skills we get it. In fact, that’s all we specialise in – contact centres, customer service and customer experience training courses whether its online training or at your premises with both public and private training courses available.

All of our courses have been designed by, and are facilitated by, contact centre and CX professionals with a vested interest in our industry with the skills and experience to deliver effective training that works in the real world, not out of some corporate training manual.

call centre staff training courses in Australia

Why Training your Frontline Matters

It was Richard Branson who was widely quoted as saying “If you look after your staff, they’ll look after your customers. It’s that simple” and there is some science to support the link between higher staff engagement leading to higher customer engagement.

And what’s one of the main ingredients in employee engagement? Making sure they have the skills to handle their job.

Whether it’s how to navigate your systems, understanding the products and services, managing difficult customers and so on there is certainly no shortage of skills we expect call centre agents to master.

And whilst not always the case, most call centre inductions programs tend to focus on the products and services component with little regard or investment in helping agents with soft skills, overcoming objections, resilience, written correspondence and a host of other skills that agents need to master to ultimately be successful.

With the average contact centre turnover in Australia approximately 40% and the cost to replace one employee an estimated $25k, it makes good commercial sense to ensure you equip your frontline staff with the skills they need to succeed resulting in reduced turnover, improved productivity and higher customer satisfaction.

The Different Type of Contact Centre Agents

There are literally thousands of contact centres, customer service centres, customer care teams and so on across Australia and each and every one of them will have different requirements and expectations of their contact centre agents.

But broadly speaking, there are some categories of contact centre agents that many can relate to including:

  • Inbound
  • Outbound
  • Sales
  • Service
  • Written Correspondence
  • Live Chat
  • Technical Support

For some, their role may only involve one of the functions and for others, possibly all of them!

contact centre training for frontline staff

Public or Private?

We’ve developed our Call Centre Agent Training Courses to ensure your staff receive the very best technical and professional skills they need for sustained success. All our courses can be delivered in-person (subject to COVID guidelines) or online via ZOOM teleconferencing.

Public Courses

Our Public Call Centre Agent training courses have the times and dates fixed to enable you to plan ahead and align with your induction programs, rosters, annual leave commitments and so on.

They can be perfect for one person or small teams that in addition to learning some great new skills, the public courses can also be a great way to meet others in the same industry and help to build a professional network which can be crucial to long-term success.

If you would like to have more flexibility on the dates, times and content refer to our private options.

Private Courses

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.

Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.

Learn more about our private courses >

Contact Centre Agent Training Courses

Recognising the multitude of frontline agent roles and skillsets, we’ve got a range of different courses including courses to provide the foundation skills for great customer service through to niche courses like handling customer objectives, live chat, emails and so on. Simply select the courses you’d like to learn more about below.