Call Centre Training Courses – designed & delivered by industry experts.
Search all upcoming 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 with all our courses designed, facilitated and continually updated by industry professionals from both Australia and overseas that have learned and refined their skills over decades running call centres.
As you’ll note from our customer testimonials and client list, the CX Skills courses 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 we have available for each job type, click on the tabs below.
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.
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.
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.
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.
Click on the tabs below to learn more about the various options and frequently asked questions.
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).
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 – 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.
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
- 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.
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!
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? (hint: you can work out the answer here >)
We offer complete transparency on all our public training courses pricing and one thing you can be assured of, if you invest in training with CX Skills, it’s going to make a positive difference to your business!
Recent Course Testimonials
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.
The November 2023 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
The December 2023 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.
The December 2023 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
Equip your employees with superior customer service skills in the December 2023 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
Improve your employees sales conversions and customer service skills in this December 2023 Inbound Phone Sales Professional training course designed for all phone-based employees.
In this December 2023 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
The January 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
The January 2024 How to be a Great Call Centre Team Leader is a great all-rounder course for new, emerging and existing team leaders.
Learn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour January 2024 online course suitable for all customer-facing employees.
Equip your employees with superior customer service skills in the January 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
The January 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
A 'must' for all Team Leaders - Learn the basics of Call Centre Workforce Management in this one-day February 2024 WFM for Contact Centre Team Leaders training course.
In this February 2024 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
The February 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
Learn the essentials of Workforce Management for Call Centres in this 3-day February 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.
Learn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) online training course designed specially for contact centre managers.
Improve your employee's sales conversions and customer service skills in this February 2024 Inbound Phone Sales Professional training course designed for all phone-based employees.
The February 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
Learn how to write better emails to customers in the February 2024 Email Customer Service training course (suitable for all employees).
Equip your employees with superior customer service skills in the March 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
The March 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
The March 2024 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.