Call Centre Training Courses – designed & delivered by industry experts.

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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.

Call centre training courses in Australia

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:

mature male call centre worker
  • Improved Customer Satisfaction. The contact centre is a critical component of the overall customer experience and you can have all your branding, products & services etc perfect but one bad call can undo all the good work. Ensuring your agents are providing the right level of customer service for your business is paramount.
  • More sales and higher profit. Many contact centres have a sales focus – from inbound sales, outbound sales, telemarketing, account management and more. Ensuring agents maximise these opportunities will directly contribute directly to an organisation’s bottom line (higher conversions and more sales!)
  • Higher Employee Engagement – When you invest in your employees they feel valued and more engaged. Directly investing in improving your employee’s skills is a great way of showing you care about their well-being and their future with your business
  • Improved Compliance – With many call centre environments now heavily regulated, it’s critical to ensure your employees have the skills and tools they need to avoid costly penalties.
  • Employee Empowerment – Ensuring your employees are equipped with the skills and tools to perform at their best delivers benefits to both your employees and your customers.
happy call centre agent
Smiling male call centre agent
call centre manager helping frontline agent

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.

A piggy bank indicating the costs for call centre training

So ask yourself this:

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 >

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.

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May 2024 Introduction to Contact Centre Management

Online via Zoom
Price: $497.00 AUD ex GST

Fast-track your knowledge of contact centre management in this 2 x 3-hour course delivered by Australian contact centre expert & CX SKills CEO Justin Tippett.

June 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day June 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

July 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day July 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

August 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day August2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

October 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day October 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

November 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day November 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

February 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn 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.

April 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn 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.

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!

Do you have questions about any of our call centre courses?

Would you like to discuss private or customised training sessions for your call centre?

Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message anytime >