Call Centre Training Courses in Australia

The Call Centre Training Course experts - delivered by industry experts.

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No matter how small or large your call centre is, investing in call centre training courses is one of the most effective ways to ensure your call centre is running efficiently and delivering a high level of customer service.

And whilst there is a continual increase in technology and automation creeping into the contact centre, more than ever a customer's whole perception of your brand hinges on the moment of truth when they are talking directly to a call centre agent.

So investing in the right call centre training course becomes a critical component.

At CX Skills that's what we specialise in. We're not a training business or TAFE that offers hundreds of different courses - we are call centre training experts with all our courses designed,  facilitated and continually updated by industry professionals from both Australia and overseas who have managed contact centres in the real world.

Since we launched in 2019 we've trained thousands of staff in both private and public sector businesses in Australia and across the world and the amazing customer testimonials reinforce your training is in great hands.

Call centre training courses in Australia

Benefits of call centre training

Call Centres/Contact Centres are a critical component of a companies customer experience strategy that is typically there to provide customer service, sales, technical support to support the business in achieving their overall business strategy.

As a result, each call centre typically evolves over time to best meet those requirements and it's rare to ever find two calls centres that operate in exactly the same way.

A call centre providing support for a 5-star hotel can be completely different to a call centre that supports emergency services that is again completely different to a call centre that supports a high volume, low margin business.

There are numerous reasons most companies choose to invest in call centre training courses.

  • Customer experience - The contact centre is a critical component of the overall customer experience and you can have all your branding, products & services etc perfect but one bad call can undo all the good work. Ensuring your agents are providing the right level of customer service for your business is paramount.
  • Improved Sales - Many contact centres have a sales focus - from inbound sales, outbound sales, telemarketing, account management and more. Ensuring agents maximise these opportunities will directly contribute directly to an organisation's bottom line (higher conversions and more sales!)
  • Employee Engagement - As a rule, when you invest in employees they feel valued and engaged. By investing in developing an employees skills is a great way of showing you care about their wellbeing and their future with your business
  • Empowerment - Ensuring your employees are equipped with the skills and tools to perform their role benefits both your employees and your customers.
  • Confidence - Have you ever rung a call centre and had an agent who didn't sound confident in the information they provided? It's not a great experience so ensuring your agents have the skills they need, and the chance to practice them will do wonders for both your employees and customers.
  • Compliance - With many call centre environments now heavily regulated, it's critical to ensure your employees have the skills and tools they need to avoid costly penalties.
  • Upskill - Investing in an employee's development and teaching them new skills shows that you care about them and those around them. In a call centre, it's not uncommon to promote high-performing agents into a Team Leader role but then provide them with no training on how to lead and manage teams. And then we wonder why they fail?
happy call centre agent
Smiling male call centre agent
call centre manager helping frontline agent

Is it Call Centre Training or Contact Centre Training?

You've probably heard the term contact centre as opposed to call centre and wondered if there is any difference?

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.

Is it called a call centre or contact centre?

But we aren't a contact centre...

Unfortunately for some people the word call centre/contact centre has a negative connotation and many businesses will tell you they don't have a contact centre.

Rather, they have a customer support team, admin team, customer service centre, customer resolutions group, customer management team, customer liaison group and so on.  But in reality, if you have staff who are on the phones a large part of their day then for the purposes of our definition - it's a contact centre!

The good news is regardless of what you call your team, we've still got you covered!

How much do Call Centre Training Courses Cost?

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 the cost of not conducting any training.

Typically the Return on Investment (ROI) on any call centre training will be positive!

A piggy bank indicating the costs for call centre training

The cost of a call centre training course is typically determined by the duration of the course (e.g. 3 hours or 3 days), the course content and the experience of the facilitator.

Courses on CX Skills start at $197 per person through to advanced programs that can cost in excess of $4,000.

All our trainers have decades of industry experience and typically, the person that designed the course is the same person delivering the course.  And a quick read of our customer testimonials will attest to the fact our all our trainers have the expertise, passion and authority required to deliver an exceptional learning outcome on every course.

Private and Public Training Options

With the majority of CX Skills courses, we offer both public and private courses.

Public Courses

The public training courses are perfect if you have small numbers that require training (e.g 1 to 5 employees) and they offer the following benefits:

  • Cost-effective for small numbers of employees
  • Fixed dates and times so you can plan ahead
  • Opportunity to mix with others and learn from their experiences

Private Courses

A private course means the training is conducted exclusively for your employees only and offers the following benefits:

  • More cost-effective for larger numbers/groups.
  • Flexibility over the date, times and duration of your training so it can fit in perfectly with your operational requirements.
  • 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).
call centre training course delivery options

Call Centre Training Course Delivery

Pre COVID most contact centre training was conducted in-person, either at your premises or at a public venue that was booked to conduct the training course.

Over the past couple of years, we've all adapted all our courses to be delivered effectively online without compromising on the training outcomes. With COVID restrictions starting to ease,  we may be able to commence offering onsite training courses however as you can appreciate, it is difficult to plan at this stage.

The majority of our contact centre training courses via three methods:

  • Onsite - when COVID restrictions allow us to do so, we still offer training 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. Whilst prior to COVID we were always advocates of in-person training, over the past couple of years we've grown to love online training! It 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.
Call Centre online training class

Types of Call Centre Training Courses

When it comes to the different types of contact centre training, they can be broadly split into these 4 categories:

1. 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 as part of your induction program so you can focus on your product, services and systems training.

2. Fundamentals 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. 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 will ensure their success and your business's!

Why CX Skills?

It's true there are a number of training providers that offer call centre training courses. But how many of them can claim to be contact centre experts?

At CX skills that's what we specialise in - all our courses have been designed, updated and are delivered by industry experts with decades of experience. Their knowledge, experience and passion for the contact centre industry is second to none.

But don't just take our word for it - You can read the latest customer reviews below or read all our customer reviews or view customers who have purchased CX Skills training courses.

CX Skills Call Centre Training Courses

Customer Testimonials

We're incredibly proud of the customer testimonials we've received for our call centre training courses. You can read some of the latest below or you can read all of our customer testimonials here >

Helpful, practical advice

Rated 5 out of 5
9 December 2021
December 2021 How to Monitor and Coach Contact Centre Agents

Thanks Daniel and Justin for running another course full of helpful and practical advice. The lessons learnt in this coaching and monitoring course can be applied to many aspects of our day to day work.

Avatar for Sheree Laursen
Sheree Laursen
Team Leader, Customer Service and Education
PLSA

Engaging and insightful

Rated 5 out of 5
3 December 2021
December 2021 How to Monitor and Coach Contact Centre Agents

I have taken many learnings from this course. Daniel presented in an delightfully engaging manner and provided a wealth of knowledge and insight. I see a lot of long term benefit from this course. It has sparked new ideas, and has shifted my mindset in several ways. Daniel provided many practical tools to utilise, and presented some fantastic ideas and valuable feedback.

Avatar for Amanda Buisson
Amanda Buisson
Senior Customer Service and Education Officer
Portable Long Service Authority

Superb introduction to taking the leap from consultant to TL/Manager

Rated 5 out of 5
30 November 2021
November 2021 Introduction to Contact Centre Management

My manager advised he wanted me to do this course to get a feel on what it would take to make the leap from a consultant to a TL. Over the two days Justin was able to give me more than enough understanding of the fundamentals that you need to know to take this leap. Very grateful to have had the opportunity and would HIGHLY recommend to anyone in a similar situation.

Avatar for Julian M
Julian M
Senior Customer Response Agent
Viva Energy

Excellent foundation course

Rated 5 out of 5
26 November 2021
November 2021 Introduction to Contact Centre Management

Informative information and materials, providing a great foundation understanding; good pace and an engaging presenter in Justin.

Avatar for Narelle Houston
Narelle Houston
A/Director Client Operations
Queensland Treasury

Excellent Contact Centre Management Course

Rated 5 out of 5
25 November 2021
November 2021 Introduction to Contact Centre Management

The course was very informative and most modules relative to our business area. The facilitator Justin, was very knowledgeable and motivating with the quize’s. I highly recommend this course for any team leaders or managers who run a call centre.

Avatar for Rosie Russo
Rosie Russo
Senior Revenue Officer
Office of State Revenue

Helped link the Contact Centre to Customer Service Objectives

Rated 5 out of 5
25 October 2021
October 2021 Contact Centre Management Fundamentals

This course was amazingly informative and helpful. It created an understanding of the peculiarities of Contact Centre Management and how to optimize the systems and resources available to achieve the Customer Service objectives of the entire organization.

Avatar for Ryan Isava
Ryan Isava
Customer Relations Manager
The National Insurance Board of Trinidad and Tobago

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We're one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your training is in good hands.

CX Skills Stress Reduction for Customer Service employee Feb 2022 course
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.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
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!
Keira Smith
Keira Smith
02:55 29 Nov 21
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!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
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
GVW Intranet
GVW Intranet
04:48 15 Oct 21
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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
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
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
Eva P
16:53 25 Apr 21
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.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
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!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
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.
Nicole Field
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
Sarsha S
23:39 22 Dec 20
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.
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.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
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mature male call centre worker
call centre coaching session
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Contact Centre Training Course Categories

We offer a range of different call centre courses from frontline agent courses, Team Leaders and Managers to specialist courses to enhance particular skills.

Search by Job Type below and then click on the course button to learn more about the course including costs and availability.

You can also see all the upcoming public courses that you can purchase tickets to at the bottom of this page.

Courses for Frontline Call Centre Agents

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. We offer a range of courses to develop your contact centre agents with a range of different skills.

Courses for Call Centre Team Leaders

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.

Courses for Call Centre Managers

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 courses from overall management to enhancing specific skills.

Related Courses

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.

Got questions about any of these courses? Want to discuss private training sessions? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >