contact centre sales training

Call Centre Sales Training Courses in Australia

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Our Contact Centre Sales training courses have an average rating of 5 out of 5 stars
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Over the years the traditional call centre has evolved from primarily being a ‘cost centre’ to now being a major revenue stream for many businesses. Contact centres typically handle sales calls and activities through inbound calls, online sales, emails, live chat or the more traditional outbound/telemarketing.

So whilst the functions may have changed, for many contact centres, the training that underpins the skills of the frontline agents hasn’t evolved beyond basic customer service skills.

Our call centre sales training courses are designed to empower your frontline employees with proven contact centre specific sales methodologies that will improve your sales results in any industry and across any product or service.

Online call centre sales training courses

So whether it's direct sales or making the most of cross-selling or upselling opportunities, our call centre sales training courses will teach your contact centre agents skills that will deliver improved sales performance.

Types of call centre sales training courses

There are a number of different types of call centre sales training courses available with the main difference between inbound and outbound sales as the skills required are very different.

With inbound sales, customers are typically already interested in a purchase or it may require cross-selling, upselling etc.

Outbound sales skills in a contact centre can require a completely different skill set that amongst the sales skills, can also involve resilience, objection handling and so on.

Even within outbound calling, there are different skills that can be required with cold calling (no relationship with the customer) requiring a very different skillset to hot calls (where the customer has requested someone to contact them).

Most of our call centre sales training courses will involve plenty of role-plays and practice using generic products and services or to use your own examples, refer to our private training options below.

call centre sales training course Australia

Public or Private?

All of our contact centre sales training courses can be delivered publicly (with other businesses) or privately (just for your business). We've explained some of the differences below.

Public Courses

Our publicly available contact centre sales courses enable you to enrol as few as one employee making them a cost-effective way of upskilling your employees.

The public courses can also be a great way to interact and learn from others in either the same or different industries.

Each course has fixed times and dates making it easy to plan around shifts, holidays, induction periods etc.

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 cost benefits of training larger groups of agents just for 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 training options >

Customer Testimonials

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

Outstanding course- highly recommend for any Contact Centre Manager

Rated 5 out of 5
4 March 2022
Review of Contact Centre Management Fundamentals (March 2022)

Excellent course with a well thought and usefull material that can be put into practice immediately . Definitely will help to solve a lot of common challenges any CCM experiences. Many CCMs get their knowledge through experience and passed from their leaders, however this course certain helps to complete the knowledge gaps and also challenge some of the way you were taught. Thanks to Dan and Marcus .

Avatar for Kristina Pushik
Kristina Pushik
Contact Centre Manager
Bingo Industries

What a great course!

Rated 5 out of 5
4 March 2022
Review of Contact Centre Management Fundamentals (March 2022)

So much information but all extremely valuable. Daniel and Marcus were nothing but fantastic throughout this course. Will definitely recommend to my colleagues and friends

Avatar for Karen Verrenkamp
Karen Verrenkamp
Operations Manager
QLD Transport and Main Roads

Great content and trainer

Rated 5 out of 5
12 February 2021
Review of Inbound Sales Phone Training (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 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.

Avatar for Chris Remnant
Chris Remnant
Team Leader
Viking Cruises

Great support!

Rated 5 out of 5
21 August 2019
Review of Inbound Sales Phone Training (Private Course)

Thank you so much for your time today. It was an absolute pleasure to learn the Five Degrees telephone sales method from you. I have since gone over all of the content you have sent through. Some fantastic information, material and examples in there. Thanks for making yourself available to assist me on this journey

Avatar for Sherry Simmons
Sherry Simmons
Sales Customer Experience Trainer
Discovery Parks

Skills for life!

Rated 5 out of 5
6 June 2019
Review of Inbound Sales Phone Training (Private Course)

Hi Simon, hope you are doing fine. I have moved out of and have since joined a new organisation but I wanted to tell you that the learning and insights from your sales training sessions are still really helping me in my day-to-day life. Also, I can actually implement the learnings here as well in my new role. I can not thank you enough for this!

Avatar for Rachita Dash
Rachita Dash
International Leadership Recruitment
Korn Ferry

Great passion and program

Rated 5 out of 5
10 February 2019
Review of Inbound Sales Phone Training (Private Course)

I feel that we are, as a business, we are in a better position than we were “BS” (Before Simon). Staff have a great foundation in appreciating the value and art of a buying process and sales conversation.
Thanks for your guiding hand and sharing your passion for the member experience with us. I for one, and I know many more, really do see the value in your process.

Avatar for Chris Saunders
Chris Saunders
Branch Team Leader
RACT

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
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.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
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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Sales Training Options to suit your learning objectives

We have three purpose-built contact centre sales training courses designed specifically for a call centre or frontline roles that include a sales component to their role. To learn more about each course, click on the 'Learn more >' button.

You can also purchase tickets instantly to the public courses appearing at the bottom of this page.

  • Inbound Sales Booster - $247
  • 1 x 3 Hour session.
  • Easy to schedule in.
  • Perfect for new starters to inbound sales or employees needing a refresher.
  • Get an immediate boost in sales peformance.
  • Private & public options available.
  • Inbound Sales Professional - $497
  • 9 hours of live learning (3 x 3-hour sessions).
  • Delivered over a 3 week period.
  • Includes a 30-minute one on one coaching session for each course participant.
  • Suited to employees wanting to succeed in inbound sales using a proven framework that gets results.
  • Outbound B2B Sales - $497
  • 8 Hours of live learning (4 x 2-hour sessions).
  • Delivered over four weeks.
  • Designed to equip agents making outbound sales calls with the skills they need to smash their conversion rates!
  • Includes lots of role-plays and practice to allow students to practice their new skills.