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.

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.

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.

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
• 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.

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!