Subcategory • Call Centre Agents

Courses for Call Centre Agents & Frontline Employees

Skilled, confident, and motivated call centre agents are the lifeblood of every contact centre. Our training builds practical skills to handle customer interactions professionally, boost loyalty, and perform at their best under pressure.

Whether you’re training new hires in customer service fundamentals or experienced agents sharpening key skills, we’ve got courses that help your team succeed.

Call centre agent training courses

Why Businesses Trust CX Skills for Call Centre Agent Training

Built and delivered by leaders who’ve actually run contact centres. Agents get practical techniques they can use on the next shift — clearer conversations, confident call control, and better outcomes for customers and the business.

  • Real-world practitioners. Trainers with decades on the floor and in leadership — no generic theory.
  • Customer-first frameworks. Repeatable call handling, objection handling, and empathy techniques.
  • Measurable outcomes. Improve First-Call Resolution, reduce AHT, and lift customer satisfaction.
  • Backed by industry data. Informed by insights from the Australian Call Centre Rankings.
  • Aligned with ACXPA. Official training partner of the Australian Customer Experience Professionals Association.

What Call Centre Agents Say About Our Training

Real testimonials from frontline employees who’ve completed our call centre agent courses — highlighting the practical impact on confidence, skills, and customer service performance.

Trusted by Leading Organisations Across Australia

Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.

Australia Post logo City of Casey logo Federal Circuit Court of Australia logo I-MED Radiology logo MECCA logo Taronga Zoo logo Viking Cruises logo Ultra Tune logo

Key Skills Call Centre Agents Need to Succeed

From tough customer interactions to building loyalty, these are the essential skills frontline agents need to perform under pressure, deliver positive outcomes, and grow in their careers.

  1. Communication & Active Listening — Agents learn to adapt tone and language, mirror the customer, paraphrase key points, and use clarifying questions to surface the real need. The result is fewer misunderstandings, better de-escalation, and conversations that feel human while staying on track.
  2. Problem-Solving & Critical Thinking — We teach fast triage and root-cause thinking with simple structures (Issue → Impact → Next Step). Agents practise offering clear choices, negotiating workable outcomes, and protecting business rules without creating friction — all while keeping an eye on AHT and service levels.
  3. Empathy & Customer Connection — Credible empathy turns difficult calls into constructive ones. Agents acknowledge and validate concerns, use positive framing, and demonstrate care without over-promising. Strong connection builds trust, improves CSAT, and reduces repeat contacts.
Call centre agent communication training
Online training for call centre agents
  1. Resilience & Stress Management — High-pressure environments demand durable habits. Agents build micro-reset routines, breathing and cognitive reframing techniques, and practical boundaries that prevent burnout — so service quality stays consistent even on the toughest days.
  2. Call Control & Efficiency — Clear openings, signposting, bracketing and loop-closing keep calls efficient without losing empathy and clarity. We teach channel-specific control (voice/chat) so agents reduce handling time, land outcomes cleanly, and escalate with confidence when required.
  3. Customer Retention Skills — Agents learn to spot “save” signals, make credible recovery offers, propose alternatives, and close with proactive next steps. Every conversation becomes an opportunity to protect loyalty and lower churn.

Available Courses for Call Centre Agents

Frontline employees are the first — and often most important — point of contact for your customers. Our call centre agent training courses build the core skills every agent needs to succeed: clear communication, problem-solving, empathy, resilience, call control and efficiency.

Whether you’re developing new hires or upskilling experienced customer service staff, these industry-recognised programs provide practical, repeatable techniques agents can use on every phone call, live chat, or email. Explore options for customer service, technical support, inbound phone sales, and more — then choose public dates or ask about private delivery for your team.

Phone Customer Service Training

Premium call handling skills for call centre agents and frontline employees. Agents learn structure, clarity, and professional language that reduces AHT, improves CSAT, and boosts first-call resolution.

  • Format: Live online (public) or private
  • Ideal for: New hires & experienced agents

Technical Support Customer Service Training

For support teams handling complex enquiries. Agents learn diagnostic questioning, expectation setting, and plain-English explanations that protect quality while keeping handle time under control.

  • Channels: Phone, email & chat
  • Outcome: Confident, accurate troubleshooting

Email Customer Service Training

Teach frontline employees to write clear, professional responses that reduce back-and-forth and resolve issues on first touch. Includes structure, tone, and templates to scale quality across your team.

  • Focus: Clarity, tone & compliance
  • Outcome: Faster, higher-quality email resolution

Live Chat Customer Service Training

Concurrency without chaos. Agents learn chat-specific structure, proactive prompts, and rapid clarity to resolve enquiries faster while maintaining brand voice.

  • Focus: Speed, clarity, concurrency
  • Outcome: Lower effort, higher satisfaction

Managing Difficult Customers

Practical de-escalation tools for tough conversations. Agents learn objection handling, boundaries, and language that protects staff while delivering professional outcomes.

  • Great for: All frontline employees
  • Outcome: Lower escalations & complaints

Inbound Phone Sales Training

Convert service enquiries into value. Agents learn conversational discovery, benefit framing, and compliant closes that lift conversion and average order value without pushiness.

  • Focus: Discovery, offers, confident closing
  • Outcome: More revenue from inbound calls

Workplace Resilience Essentials

High-pressure environments demand durable habits. Agents learn micro-reset routines, reframing, and stress-management techniques that protect wellbeing and consistency.

  • Outcome: Sustainable performance & lower burnout
  • Delivery: Public dates or private cohorts

Looking for Alternative Call Centre Training?

In addition to our call centre agent courses, explore our specialised training courses for call centre team leaders, managers, and workforce management professionals to enhance skills, efficiency, and leadership capabilities.

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Call Centre Team Leader Courses

Essential training for call centre team leaders covering coaching, leadership, and operations.

Learn More >
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Call Centre Management Courses

Advanced training for call centre managers covering strategy, leadership, and operational excellence.

Learn More >
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Workforce Management (WFM) Training

Learn WFM principles to optimise staffing, forecasting, and resource planning in call centres.

Learn More >

The Ultimate Resource Hub for Call Centre Agents

Agents shouldn’t have to face tough conversations alone. ACXPA membership gives frontline employees practical tools, peer support and best-practice guidance to deliver better customer outcomes — and look after their own wellbeing on every channel: phone, chat and email.

Members save 25% on CX Skills courses

  • Member pricing25% off all CX Skills courses for call centre agents.
  • Expert content — bite-size videos, roundtables and masterclasses built for agents.
  • Downloadable scripts & tools — phrasing, call flows and checklists you can use today.
  • Community support — private groups to get help from experienced professionals.
  • Benchmarks & insights — exclusive reports and the Australian Call Centre Rankings.
  • Wellbeing & resilience — practical habits to stay calm, consistent and professional.

How Our Call Centre Agent Courses Are Delivered

Every call centre operates differently, which is why we offer flexible delivery options to suit your team’s needs. Whether you’re an individual agent looking to upskill through a public training course with set dates, or an organisation wanting a private workshop tailored to your customers, systems and KPIs, we’ve got you covered.

All courses are led live online by experienced facilitators, combining proven frameworks with interactive practice. For private training, we can also deliver sessions onsite or customise the format around your channels — phone, email, or live chat — so your staff gain skills that translate directly to their day-to-day environment.

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Public Courses

Ideal for individuals or small groups. Live online, interactive, and packed with practical tools for frontline employees.

  • Fixed dates, easy online booking
  • Live, instructor-led with breakouts
  • Join from anywhere
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Private Training

Best for teams. We tailor examples, role-plays and templates to your processes, products and performance goals.

  • Choose the dates and times
  • Customised scenarios & materials
  • Delivered online or onsite

Upcoming Public Courses for Call Centre Agents

Our public training courses give frontline call centre agents and employees the skills to handle customer interactions with confidence. Delivered live online, these programs are ideal for individuals or small teams across Australia who want immediate, practical results without waiting for private delivery.

Whether you’re building customer service fundamentals for new hires or sharpening advanced skills like problem-solving, empathy, and call control for experienced agents, our public courses provide a cost-effective, flexible way to upskill.

  • 💳 Pay instantly by card or request an invoice at checkout.
  • 📘 See the courses below for full outlines, or explore our private training options for tailored delivery.
  • ⚠️ Places are limited — book early to secure your preferred date and session.

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Today

October 2025 Phone Customer Service PRO

Online via Zoom
Price: $548.00 AUD ex GST

Equip your employees with superior phone customer service skills in the October 2025 Phone Customer Service PRO training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.

Courses for Call Centre Agents: FAQs

Quick answers for agents, frontline employees and organisations booking staff training.