Mastering Customer Service Excellence: The Top Courses for Call Centre Agents
Are you looking to take your business’s customer service skills to the next level?
Call centre agents, contact centre agents, frontline agents, customer service representatives, customer consultants and so on – it doesn’t matter what you call them, they are the lifeblood of your call centre!
And ensuring your call centre agents provide excellent customer service is crucial for ensuring customer satisfaction and loyalty.
But how can your employees enhance their skills to become a master in customer service excellence?
Look no further – we have compiled a list of our top courses that will help them master the art of customer service!
These courses are designed to provide your employees with the necessary knowledge and skills to handle customer inquiries, resolve issues efficiently, and create positive customer experiences.
Whether you’ve got a new call centre agent looking to learn the basics or an experienced professional seeking advanced techniques, there is a course that will meet your needs.
Join thousands of call centre agents who have already benefited from our industry-leading courses. Boost their confidence, improve their communication skills, and learn how to handle even the most challenging customer interactions.
Don’t miss out on the opportunity for your employees to become customer service superstars – enrol them in one of these top courses today!
Managing Difficult Situations Workshop - Exceptional!
I recently had the privilege of attending Daniel Ord’s workshop on “Managing Difficult Situations”, and it was nothing short of outstanding. Daniel’s expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.
From the moment the workshop began, Daniel’s enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.
What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It’s evident that he genuinely cares about each participant’s learning journey.
The real-world examples and practical strategies shared during the workshop were invaluable. Daniel’s ability to connect theory to practical application made the content highly relevant and actionable.
The workshop was impeccably organized, and Daniel’s presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.
In conclusion, I cannot recommend Daniel Ord’s workshops enough. If you’re looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.
If you’re considering attending one of Daniel’s workshops, don’t hesitate – you won’t be disappointed!
Response from CX Skills
Thanks Trisha, what a wonderful review! We’re super lucky to have Daniel run a number of courses for us, and with over 30 years of experience, it’s easy to see why he is genuinely regarded as one of the best trainers in the world!
The importance of customer service excellence in call centres
Customer service excellence is not just a buzzword – it is a critical aspect of any successful call centre.
In today’s competitive business landscape, customer satisfaction plays a vital role in building brand loyalty and driving revenue growth.
Call centre agents are on the front lines, representing the company and interacting directly with customers. Therefore, it is essential for call centre agents to provide exceptional customer service to ensure a positive customer experience.
When call centre agents deliver excellent customer service, it can lead to increased customer satisfaction, reduced customer churn, and improved customer loyalty.
Satisfied customers are more likely to recommend the company to others, leading to new business opportunities and increased revenue.
On the other hand, poor customer service can have detrimental effects on a company’s reputation and bottom line.
Investing in customer service training for call centre agents is a strategic decision that can yield significant returns.
By equipping agents with the necessary skills and knowledge, organisations can ensure that their call centre operates at the highest level of customer service excellence.
Why customer service training is about more than just your customers
It was Richard Branson who was widely quoted as saying “If you look after your staff, they’ll look after your customers. It’s that simple” and there is some science to support the link between higher staff engagement leading to higher customer engagement.
And what’s one of the main ingredients in employee engagement?
Making sure they have the skills to handle their job.
Whether it’s how to navigate your systems, understanding the products and services, managing difficult customers and so on there is certainly no shortage of skills we expect call centre agents to master.
And whilst not always the case, most call centre inductions programs tend to focus on the products and services component with little regard or investment in helping agents with soft skills, overcoming objections, resilience, written correspondence and a host of other skills that agents need to master to ultimately be successful.
With the average contact centre turnover in Australia at approximately 30% and the cost to replace one employee an estimated $21,561, it makes good commercial sense to ensure you equip your frontline call centre employees with the skills they need to succeed resulting in reduced turnover, improved productivity and higher customer satisfaction.
The Different Functions of Contact Centre Agents
There are literally thousands of contact centres, customer service centres, customer care teams and so on across Australia and each and every one of them will have different requirements and expectations of their contact centre agents.
But broadly speaking, there are some categories of contact centre agents that many can relate to including:
- Inbound
- Outbound
- Sales
- Service
- Written Correspondence
- Live Chat
- Technical Support
For some, their role may only involve one of the functions and for others, possibly all of them!
Best Customer Service/Sales training!
Simon was one of the best trainers I met. He was keen on details, positive and right scripting, understanding, patient, and clear in explaining topics.
He doesn’t just spoon-feed, he really explains the scientific and logical how things work for you to become the best out of many customer service/sales representatives.
He can really tell what you need and will help you overcome the challenges. Also, he has an amazing sense of humor.
Overall he covers everything that you need and the training was fun! Kudos!
Benefits of investing in training for call centre agents
Investing in training for call centre agents can provide numerous benefits for both the agents and the organisation as a whole. Here are some key advantages:
1. Improved Customer Satisfaction
Customer satisfaction is the cornerstone of any successful business.
By investing in training for call centre agents, organisations can empower their agents to provide exceptional service, resulting in higher levels of customer satisfaction.
Well-trained agents have the knowledge and skills to handle customer inquiries effectively, resolve issues efficiently, and create positive customer experiences.
2. Reduced Customer Churn
Customer churn refers to the rate at which customers stop doing business with a company.
One of the main reasons customers churn is due to poor customer service.
By investing in training for call centre agents, organisations can reduce customer churn by ensuring that their agents deliver excellent customer service consistently.
Satisfied customers are more likely to remain loyal to the company and continue using its products or services.
3. Increased Customer Loyalty
Customer loyalty is a valuable asset for any organisation.
Loyal customers not only continue to do business with the company but also become brand advocates, recommending the company to others.
Investing in training for call centre agents helps build customer loyalty by enabling agents to provide personalized, empathetic, and efficient service.
When customers feel valued and appreciated, they are more likely to become loyal brand ambassadors.
4. Enhanced Employee Morale and Engagement
Training and development opportunities can have a positive impact on employee morale and engagement.
When call centre agents are provided with the necessary training to excel in their roles, it boosts their confidence and job satisfaction.
Engaged and motivated agents are more likely to go above and beyond to meet customer needs, resulting in improved customer service and overall performance.
5. Competitive Advantage
In today’s competitive business landscape, organisations need to differentiate themselves from their competitors.
Investing in training for call centre agents can provide a competitive advantage by ensuring that the company delivers superior customer service.
Customers are more likely to choose a company that provides excellent service over its competitors, giving the organisation an edge in the market.
Great content and trainer!
The training provided manages to take complex sales strategies and make them easy to understand and implement in a sales call.
It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.
This training took efficient, tried and tested sales concepts and expanded on them to not only generate higher conversion, but a more positive customer experience.
Aside from the training, which was amazing, Simon – the trainer – was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.
The Essential Skills for Call Centre Agents
To provide exceptional customer service, call centre agents need to possess a set of essential skills.
Here are some key skills that every call centre agent should develop:
1. Communication Skills
Effective communication is at the core of customer service excellence.
Call centre agents need to be able to communicate clearly and concisely with customers, understanding their inquiries and providing appropriate solutions.
Good communication skills also involve active listening, empathy, and the ability to adapt communication styles to different customer needs.
2. Problem-Solving Skills
Call centre agents often encounter challenging customer issues that require quick thinking and problem-solving.
Agents should be able to analyse the situation, identify the root cause of the problem, and propose effective solutions.
Problem-solving skills help agents resolve customer issues efficiently and create positive outcomes.
3. Empathy and Active Listening Skills
Empathy and active listening are crucial skills for call centre agents.
Being able to understand and share the feelings of customers helps agents build rapport and create a positive customer experience.
Active listening involves fully focusing on the customer, asking relevant questions, and clarifying information to ensure a complete understanding of the customer’s needs.
4. Time Management and Stress Management Skills
Working in a call centre can be demanding and stressful, especially when your employees aren’t empowered with the skills they need to handle the situations they are in each day.
Call centre agents need to have effective time management and stress management skills to handle high call volumes, meet performance targets, and remain calm under pressure.
Proper time management ensures that agents can handle customer inquiries efficiently, while stress management/resilience techniques help agents maintain their well-being.
Public or Private Training Options
We’ve developed our Call Centre Agent Training Courses to ensure your staff receive the very best technical and professional skills they need for sustained success through either private or public training courses.
And all our courses can be delivered in-person or online via ZOOM teleconferencing!
Public Courses
Our Public Call Centre Agent training courses have the times and dates fixed to enable you to plan ahead and align with your induction programs, rosters, annual leave commitments and so on.
They can be perfect for one person or small teams that in addition to learning some great new skills, the public courses can also be a great way to meet others in the same industry and help to build a professional network which can be crucial to long-term success.
If you would like to have more flexibility on the dates, times and content, refer to our private options.
View all the upcoming public courses at the bottom of this page!
Private Courses
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.
Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.
Customer Testimonials for our Call Centre Agent Courses
We’re incredibly proud of the customer testimonials we’ve received for our Call Centre Agent 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!
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!
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!
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Top courses for call centre agents
Recognising the multitude of frontline agent roles and skillsets, we’ve got a range of different courses including courses to provide the foundation skills for great customer service through to niche courses like handling customer objectives, live chat, emails and so on.
Simply select the courses you’d like to learn more about below or scroll to the bottom of this page for upcoming public courses where you can purchase a ticket.
Technical Support / Helpdesk Courses
Managing Difficult Customers & Workplace Mental Health Courses
Upcoming Public Training Courses for Call Centre Agents
You can purchase tickets to any of the public call centre agent courses listed below.
Simply purchase one ticket per employee – so it’s easy to send one employee or a whole team!
On checkout, you can purchase instantly via credit card or request an invoice to be sent to you.
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 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 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 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.
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.
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.