Mastering Customer Service Excellence: The Top Courses for Call Centre Agents

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Our Contact Centre Agent training courses have an average rating of 5.0 out of 5 stars from the latest 39 genuine reviews!
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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!

Courses for Call Centre Agents

Managing Difficult Situations Workshop - Exceptional!

Review of Managing Difficult Customers (Private class)

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!

Avatar for Trisha Bridge
Trisha Bridge
Customer Service Manager
OZtrail Australia

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.

courses for call centre employees in Australia

Why customer service training is about more than just your customers

contact centre agent being trained

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!

contact centre training for frontline staff

Best Customer Service/Sales training!

Review of September 2023 Customer Service Phone Professionals

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!

Avatar for MJ
MJ
Office Manager
S & J Plumbing and Gasfitting

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!

Review of Inbound Sales Professional (Private Course)

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.

Avatar for Chris Remnant
Chris Remnant
Team Leader
Viking Cruises

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.

short courses for call centre staff
online courses for call centre agents

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.

Learn more about our private 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 >

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.

CX Skills Australia Training Courses
CX Skills
Excellent
5.0
Based on 34 reviews
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.
Did the introduction to contact center manager course with Justin, it was a fantastic experienceYou could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experienceI really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything togetherStrongly recommend
Response from the owner: Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏
Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.
Response from the owner: Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, 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 the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate 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 expand 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.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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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.

Need training for other call centre employees?

We’ve also got courses for Call Centre Team Leaders, Call Centre Managers, Workforce Optimisation/WFM and the fast-emerging field of Customer Experience (CX)

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.

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Today

February 2025 Customer Service Phone Essentials

Online via Zoom
Price: $278.00 AUD ex GST

The February 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.

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Do you have any questions about our call centre agent courses? Whether it’s about an existing course or you’d like to discuss something customised, we’re just a phone call away!

Call us on 03 9008 7287 or send us a message at enquiries@cxskills.com.au 

We’re open Monday to Friday, 8:30 to 17:30 AEST or AEDT (Melbourne, Australia).