Call Centre Training Courses – designed & delivered by industry experts.
Search all upcoming public call centre courses at the bottom of this page ⬇️
Whether you have a small team of customer service employees working in an office or a large contact centre, investing in call centre training courses for your employees is one of the most effective ways to ensure your team is running efficiently, your employees are engaged, your customers are happy and your business is delivering maximum results.
The good news is you’ve come to the right place as call centre training courses are what we specialise in!
We’re not a generic training business or TAFE that offers hundreds of different courses.
CX Skills is an Australian-owned call centre training business that is aligned with the Australian Customer Experience Professionals Association, the leading industry association for contact centres in Australia, with a vast array of resources, including fortnightly roundtables for Contact Centre Managers, downloadable resources, monthly Australian Call Centre Ranking reports, the Australian Contact Centre Quality Standards, expert articles, industry glossary, comprehensive members directory and lots more!
All our courses are designed, facilitated and continually updated by industry professionals from both Australia and overseas who have learned and refined their skills over decades of running call centres.
As you’ll note from our customer testimonials and extensive client list, the CX Skills courses really are the best in the business, so if you’re looking for professional, high-quality call centre training courses, you’ll find an overview of all our available courses below.
Available Call Centre Courses by Job Type
There are a number of different roles that exist in a call centre, each requiring very different training.
To view the courses available for each job type, view below and click on the boxes to learn more about the specific course.
Courses for Call Centre Frontline Employees
The role of a contact centre agent has never been more varied – from service, sales and support skills and now having to learn multiple channels from emails, live chat, SMS etc.
So whether is call centre customer service training, call centre sales training etc, we offer a range of courses to develop your contact centre agents with a range of different skills.
Click on a course to learn more about it including costs, upcoming dates and private or public training options.
Courses for Call Centre Team Leaders
The contact centre team leader is often regarded as the most critical role in the contact centre so ensuring you equip them with the right skills not only sets the individual up for a great career but also ensures that the employees under the team leader also achieve their best.
Courses for Call Centre Managers
The modern contact centre manager is a highly talented individual and to achieve job mastery, they need to be experts in a range of different disciplines.
We offer a range of different call centre manager training courses from overall contact centre management to enhancing specific skills.
Workforce Optimisation Courses
If you want to learn the skills to optimise efficiency in the call centre, we have a number of Workforce Optimisation (WFM/WFO) Courses available.
Other Courses Suitable for Call Centre Professionals
For those looking to broaden their call centre management skills, we offer a number of courses to provide you with additional skills to compliment and expand your career.
The benefits of investing in call centre training courses
Call Centres/Contact Centres are a critical component of a company’s customer experience strategy that is typically there to provide customer service, sales, technical support etc help the business achieve its objectives whether its in the public sector, private sector or not for profit.
As a result, each call centre typically evolves over time to best meet the business requirements so it’s rare to ever find two call centres that operate in exactly the same way.
For example, a call centre providing support for a 5-star hotel can be completely different to a call centre that supports emergency services which again, is completely different to a call centre that supports a high-volume, low-margin business.
But regardless of your industry, size, sector etc there are some fundamental skills, processes and practices that underpin all call centres.
Investing in call centre training courses for your business delivers a range of benefits including:
Different Types of Call Centre Training Courses
If you’re looking for training courses for your employees, it pays to know the different kinds of training courses available so you can get exactly what you need.
Public or Private Training Options
CX Skills offers two types of call centre training courses:
1. Public Courses
The public call centre training courses are perfect if you have small numbers of employees that require training as you can send as little as one employee or you can purchase tickets for multiple employees/team.
The public courses offer numerous benefits including:
- Cost-effective for small numbers of employees.
- The course dates and times are fixed so you can plan ahead to minimise any operational impact.
- Fixed course agenda so you know exactly what is getting delivered.
- Employees will get to hear and learn from others on the course which can expand their knowledge and help them build a professional network.
You’ll find a list of all the upcoming public call centre training courses at the bottom of this page!
2. Private Courses
Private call centre training courses mean the training is conducted exclusively for your employees only.
Private courses offer the following benefits:
- Flexibility over the date, times and duration of your training so it can fit in perfectly with your operational requirements.
- More cost-effective for larger numbers/groups.
- Able to share/talk about more sensitive/specific examples as part of the training.
- Ability to customise course content (e.g. we can include specific case studies, examples etc directly related to your business or we can add/delete particular modules where applicable).
Learn more about the benefits of a private training course or contact us to have a no-obligation chat with us.
Available Training Formats
The majority of our contact centre training courses are delivered via three methods:
- Onsite – We can conduct training directly on your premises or at a venue we’ve hired to conduct our public training courses.
- Online/Virtual – all our courses are now delivered online via ZOOM. Online training provides a number of benefits over in-person training, including:
- Less time wasted on travel so less downtime for employees and less impact to operations.
- Easier to break training into small chunks (e.g. 2 x 4-hour courses) so it can be easier to absorb learning and stay on top of critical work.
- More cost-effective as there are no travel and facility costs built into the training course prices.
- Self-paced – Most of our training is facilitated live by an instructor; however, we are now starting to offer some of our courses via self-paced modules comprising of videos, workbooks, etc, that can be completed at a time and date that suits you for the ultimate flexibility.
Four Common Call Centre Training Course Types
When it comes to the different types of contact centre training, they can be broadly split into these four categories:
1. Call Centre Induction Training
Typically one of the largest costs for any call centre, the induction training typically compromises a range of different components including:
- Company culture
- Technical Skills (how to use the systems and software)
- Product and Services
- Soft Skills (customer service, sales etc depending on the role)
Depending on the complexity of the role, it’s not uncommon for induction periods to last several months whereas for other call centres it can be as short as a few hours!
We offer a range of call centre training courses that can be used as part of your induction program, enabling you to focus on your product, services and systems training.
2. Fundamental Call Centre Skills Training
For employees who are new to contact centres or customer service, learning the ‘basics’ is an important consideration for a successful outcome. This can include skills such as:
- Getting the greeting right
- How to engage with customers/build rapport
- Empathy
- Active Listening
- Call control
- Upselling and Cross-selling
We have a variety of courses that can ensure your employees are equipped with the right skills that are appropriate for your business.
3. Call Centre Refresher Training
Even if you’ve worked in a role for a long period of time, we all need to fine-tune our skills to ensure we are performing at our best.
Whether it’s to keep up with industry best-practice or perhaps formal training was never initially provided and they just ‘learnt on the job’, refresher courses can add a much-needed boost to your employees and your business.
4. Specialist Training
Contact Centres are complex operations with over 50 different types of roles from Workforce Planning and Quality Assurance through to courses for emerging leaders, high-performance teams, CX Management and more!
Ensuring your employees are equipped with the right skills for success helps both them, and your business get results.
We have a number of specialist courses all designed and delivered by industry experts.
Call Centre Training Course Costs
If you are looking at running any call centre training courses for your business, there is no doubt costs are an important consideration so we want to ensure we are transparent when it comes to all things budgets.
Running any call centre training can be an expensive exercise. First, you’ve got the direct costs for either developing the training programs or hiring a specialist call centre trainer like CX Skills to deliver the training.
But you also have to allow for the lost productivity costs by not having the call centre agent, Team Leader or Manager available during the training.
And then there’s the third cost – lack of engagement or worse yet, turnover.
Failing to invest in your employees is almost certain to lead to lower engagement levels which are intrinsically linked to productivity. And, even worse, your employees may leave altogether.
So when considering the cost of the call centre training, make sure you factor in both the cost of not conducting any training and of running the training.
Typically, the Return on Investment (ROI) on any call centre training is positive meaning the expected benefits to your business will be greater than the money you’ve invested in the training.
So ask yourself this:
- What would a 10%/20%/30% increase in productivity mean for your business?
- If one employee leaves your business, how much does it cost to replace them? (View: How to Calculate the Cost to Replace a Contact Centre Agent >)
Our public courses start from just $247 per person ex GST and we provide complete transparency on all our public training course pricing so you can plan ahead with confidence.
So there is one thing you can be assured of: if you invest in training with CX Skills, it’s going to make a positive return on investment to your business!
Recent Course Testimonials
We’re incredibly proud of the customer testimonials we’ve received for our call centre training courses.
You can read some of the latest below or you can read all of our customer testimonials here >
Exceeded My Expectations!
I would like to say that Simon Blair from CX Skills has exceeded my expectations in providing the training in 3 sessions. The training content was apt and is helping me with my interactions on day-to-day basis. The ease with which Simon trained us is exceptional.
Response from CX Skills
Thanks for the wonderful review Bijal and we’re thrilled to hear you enjoyed the training!
Excellent tips, tricks and skills!
Simon has a depth of knowledge and experience. He breaks things down using simple and easy communication, and is a fantastic trainer. I would highly recommend if you require sharpening some of the skills in your toolset.
Response from CX Skills
Thanks Joel, glad you enjoyed the training and loved the short and sharp review!
Simon is an absolutely amazing trainer and educator!
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Response from CX Skills
Thanks Chris for your lovely review – he really does have a passion for so we’re thrilled to hear you enjoyed the training and we wish you well for applying the skills to support the growth of your business!
Thank you so much, great course!
I appreciate your time Simon, I have learned a lot and had fun in the process 🙂
Informative and Fun!
Simon was a very helpful coach who took great care in providing me with an enhanced understanding of customer service. The methods he taught me were followed by roleplay scenarios and the psychology involved. I greatly benefited overall as he gave me personalised application catered towards my job, with an in-depth reflection of previous difficult calls I received. Was both informative and fun. Would highly recommend.
Response from CX Skills
Thanks Mitchell, what a great review that sums up Simon well! Thanks for taking the time to leave a review!
Feedback for training
Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.
Response from CX Skills
Thanks Shah, glad to hear you enjoyed the course with Marc and good luck on your progressing your career!
Highly recommended, informative and well structured
I would highly recommend Simon Blair to anyone looking to enhance their customer service skills.
He presented the material in a clear and engaging way, making it easy to understand and keeping everyone involved.
The session was overall fun and informative, thanks to Simon’s excellent teaching style.
Response from CX Skills
Thanks Maria for taking the time to leave some lovely feedback, that’s great to hear you enjoyed the course and had some fun in the process!
100% Recommended!
Many aspects of daily communication that we may use, or may never have experienced are broken down into usable and repeatable key points.
It’s been one week since the course and I have already found a notable difference in the manner clients respond to my attempts at communicating, after implementing skills discussed in the course.
Response from CX Skills
Thanks Todd, so thriled to hear that you are putting the skills to use and it’s making a difference – that’s exactly what we loved hearing!
Excellent Training Session on Customer Service
I thoroughly enjoyed the session. Made me re-think how I communicate in general, and the FBI techniques were very interesting and clicked once you figured it out.
Response from CX Skills
Thanks Logan, glad you enjoyed it and yes, those FBI techniques are great once you know them!
Fantastic content and practical takeaways
Just finished the introduction to contact centre management course, I really enjoyed it Justin was excellent as facilitator. Some fantastic content.
This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.
It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I’m armed with quite a few practical take aways.
Response from CX Skills
Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!
Impacting session with great takeaways and practical toolkits to lay the CX foundation in the company
We took part in a private Inbound Sales Phone Professional course which was tailored specifically to our need.
The course was practical and well structured. The simulation sessions and tools discussed personally helped me and our team to further build confidence when dealing with customers.
I must mention that Simon Blair (the trainer) is well experienced, focused, and flexible. His liveness drew high attention and participation during the full day session. Among many valuable take aways, the five core competencies and specific behaviours taught to us were highly commendable.
Thanks to Simon, Justin and to everyone at CX skills for your professionalism and friendly manner. Best wishes!
Response from CX Skills
Thanks Udura, so glad to hear the full day onsite training course went well! You’ve got a great team and we look forward to hearing about your future successes!
Practical, efficient and relevant CX stategies
The course (over 3 days) was brilliant! Very engaging workshop. Tailored content.
Efficient and practical strategies that can be implemented immediately in my role and personal situations.
Definitely recommended.
Response from CX Skills
Thanks Clarence, thanks for taking the time to leave a review and we’re thrilled you enjoyed the training with Simon!
Upcoming Public Call Centre Training Courses
You can purchase one ticket or tickets for multiple employees instantly on all the upcoming call centre training courses below – just click on the course to view the exact dates and times and to secure your ticket(s).
Purchase can be made using a credit card or you can request an invoice.
January 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe January 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
January 2025 Customer Service Phone Professionals
Online via Zoom Price: $548.00 AUD ex GSTEquip your employees with superior customer service skills in the January 2025 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
January 2025 Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe January 2025 Customer Service Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
January 2025 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour January 2025 online course - suitable for all customer-facing employees.
January 2025 Introduction to Contact Centre Management
Online via Zoom Price: $497.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course January 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
January 2025 Tech Support Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe January 2025 Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
February 2025 Inbound Phone Sales Professional
Online via Zoom Price: $548.00 AUD ex GSTImprove your employee's sales conversions and customer service skills in this February 2025 Inbound Phone Sales Professional training course designed for all phone-based employees.
February 2025 Real-Time WFM for Contact Centre Analysts
Online via Zoom Price: $697.00 AUD ex GSTThe February 2025 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
February 2025 Inbound Phone Sales Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe February 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
February 2025 WFM for Contact Centre Team Leaders
Online via Zoom Price: $697.00 AUD ex GSTDesigned for Contact Centre Team Leaders to learn the basics of Call Centre Workforce Management in this one-day February 2025 WFM for Contact Centre Team Leaders training course.
February 2025 WFM Essentials
Online via Zoom Price: $2,797.00 AUD ex GSTLearn the essentials of Workforce Management for Call Centres in this 3-day February 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.
February 2025 Contact Centre Coaching PRO
Online via Zoom Price: $798.00 AUD ex GSTIn this February 2025 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
February 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe February 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
February 2025 Customer Service Phone Professionals
Online via Zoom Price: $548.00 AUD ex GSTEquip your employees with superior customer service skills in the February 2025 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
March 2025 Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe March 2025 Customer Service Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
March 2025 Tech Support Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe March 2025 Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
March 2025 Customer Service Phone Professionals
Online via Zoom Price: $548.00 AUD ex GSTEquip your employees with superior customer service skills in the March 2025 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
March 2025 Real-Time WFM for Contact Centre Analysts
Online via Zoom Price: $697.00 AUD ex GSTThe March 2025 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
March 2025 Contact Centre Management Fundamentals
Online via Zoom Price: $1,897.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) March 2025 online training course designed specially for contact centre managers.
March 2025 Inbound Phone Sales Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe March 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
March 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe March 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
March 2025 Introduction to Contact Centre Management
Online via Zoom Price: $497.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course March 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
April 2025 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour April 2025 online course - suitable for all customer-facing employees.
April 2025 WFM Essentials
Online via Zoom Price: $2,797.00 AUD ex GSTLearn the essentials of Workforce Management for Call Centres in this 3-day April 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.
April 2025 WFM for Contact Centre Team Leaders
Online via Zoom Price: $697.00 AUD ex GSTDesigned for Contact Centre Team Leaders to learn the basics of Call Centre Workforce Management in this one-day April 2025 WFM for Contact Centre Team Leaders training course.
May 2025 Quality Frameworks for Contact Centres
Online via Zoom Price: $798.00 AUD ex GSTLearn how to improve qualty and compliance in your call centre in this May 2025 Quality Frameworks for Contact Centres course.
May 2025 Real-Time WFM for Contact Centre Analysts
Online via Zoom Price: $697.00 AUD ex GSTThe May 2025 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
May 2025 WFM Essentials
Online via Zoom Price: $2,797.00 AUD ex GSTLearn the essentials of Workforce Management for Call Centres in this 3-day May 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.
June 2025 WFM for Contact Centre Team Leaders
Online via Zoom Price: $697.00 AUD ex GSTDesigned for Contact Centre Team Leaders to learn the basics of Call Centre Workforce Management in this one-day June 2025 WFM for Contact Centre Team Leaders training course.
June 2025 WFM Essentials
Online via Zoom Price: $2,797.00 AUD ex GSTLearn the essentials of Workforce Management for Call Centres in this 3-day June 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.
September 2025 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour September 2025 online course - suitable for all customer-facing employees.
September 2025 Contact Centre Management Fundamentals
Online via Zoom Price: $1,897.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) September 2025 online training course designed specially for contact centre managers.
I can’t see a course I like, do you offer customised courses?
Yes! Please contact us to discuss your exact requirements.
Is there a difference between Call Centre Training and Contact Centre Training?
No. Contact Centre is simply a more modern term as most call centres now handle more than just phone calls. Emails, Live Chat, Social Media, Video Chat, SMS and written correspondence are typically all now handled by a contact centre requiring vastly different skill sets than just being able to handle a phone call.
We aren’t a call centre/contact centre so will these courses be suitable?
Unfortunately, the word call centre/contact centre often has a negative perception and many businesses do not identify as having a call centre in their business.
Rather, they have a customer support team, admin team, customer service centre, customer resolutions group, customer management team, customer liaison group and so on.
The good news is whatever name you have for your team, if you have employees who spend time on the phone talking to customers, then yes, all our courses are suitable!