Contact Centre and Customer Service Training Courses in Melbourne

CX, Contact Centre & Customer Service Training Courses in Melbourne

Melbourne has a long and established customer service & call centre community with several large call centre outsourcers & BPOs, and many of the largest privately managed call centres in Australia, all calling Melbourne home.

With Melbourne’s celebrated large diverse culture and one of the fastest-growing populations in Australia, it makes it an attractive proposition for contact centre operators with access to well educated, and large volumes of people.

It’s not just Melbourne city though that is home to all the contact centres.

Victoria also has several regional areas that have all recognised the commercial benefits of having call centres in town providing jobs for many of the locals. Geelong, Ballarat and Bendigo lead the charge with contact centres in regional areas employing thousands of contact centre agents.

With CX Skills also based in Melbourne on thing is for sure – you’ll be spoilt for choices in finding the best course to attend!

When it’s safe enough to do again (thanks to COVID), CX Skills will be providing a number of one and two-day call centre and customer service training courses in Melbourne to enable you to learn without having to leave your state! But until then, all our courses are now available online and delivered live via ZOOM so you can continue to receive Customer Experience (CX), Contact Centre and Customer Service training in Melbourne without even having to leave home!

CX Skills is an Australian owned training business with all our courses built and facilitated by our industry-expert training partners based in Australia as well as experts from across the globe to ensure you always learn from the best trainers in the business.

We have courses for all customer-facing employees whether it’s in a contact centre, office, retail store, warehouse and so on through to more advanced courses for Contact Centre Team Leaders, Contact Centre Managers, Customer Experience Professionals and so on.

Where can you find Customer Service Training Courses in Melbourne, Victoria?

CX Skills provides both public courses (you can purchase 1 or more tickets) as well as private courses that are just for your employees.

When COVID restrictions allow, we can deliver our courses onsite at your premises or for our public courses, we’ll typically host them in a conference centre, hotel etc in Melbourne CBD or perhaps a nice little venue along the Yarra or up in the Dandenongs.

With a number of our trainers based in Melbourne, as long as COVID restrictions allow, we are taking bookings for onsite training in 2022 where required although online courses are the only way we can 100% guarantee the course will proceed.

Online training to the rescue!

With the uncertainty of COVID expected to continue for some time, we anticipate that online training will continue to be the most reliable option. The good news is that online training, whilst even we were sceptical at first, has delivered a host of unexpected benefits! Most employees are now also very familiar with online video, whether it’s for work or personal use and the available tools are easy to use (Zoom, Microsoft Teams etc) so there is a much higher level of comfort than in the past.

And most importantly, our Customer Testimonials also confirm that the training is still effective – we averaged 4.9 out of 5 stars across all our online courses in 2021!

Benefits of Online training:

1. Price

We can offer courses at a cheaper rate as we no longer have to allow for travel costs for our trainers, venue costs, catering, insurance and so on.

2. Scheduling flexibility

Rather than have to commit a full day (or multiple days) to a training course plus travel time, online courses enable you to attend courses with less downtime. For example, rather than a full day 8-hour course, it can be split into two half-day sessions of 4-hours each session. This can assist you in being able to balance learning and personal/work commitments.

3. More choice

We’ve been able to deliver a wider range of courses, and more often, providing you with more flexibility in finding the right course to suit your requirements.

4. Improved learning

Being able to break the training into smaller chunks over a longer period of time can be more beneficial than trying to cram everything into a one or two day course as well as allowing some time to embed new learnings between sessions, something that just wasn’t possible with onsite training. We’ve also been able to use online quizzes, virtual break-out rooms and short refresher breaks to ensure the online training experience remains fun and interactive.

5. Reduced impact on operations

Particularly with customer-facing roles, it can be hard to remove employees for training without having an impact on operations. Online courses allow much great scheduling flexibility so you can fit training around the quieter periods or spread the training out over a period of time enabling you to upskill employees whilst minimising operational impacts.

6. Increased Diversity

With the physical barrier removed from attending training courses, we’ve been able to (literally) welcome students from all around the world to our courses that otherwise would not have been able to attend. This has added significantly to the diversity of our groups bringing true global perspectives that helps share learnings and expand personal networks.

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 Customer Service Training Courses in Melbourne Victoria

4.9

CX Skills has an average rating of 4.9 out of 5 stars (based on 91 course reviews)

Excellent90%

Very good10%

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Helpful, practical advice

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.

Sheree Laursen

Team Leader, Customer Service and Education

PLSA

Engaging and insightful

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.

Amanda Buisson

Senior Customer Service and Education Officer

Portable Long Service Authority

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

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.

Julian M

Senior Customer Response Agent

Viva Energy

Google Reviews

As well as the customer testimonials and reviews we receive after someone completes a course, customers are also invited to leave us a review on Google with the latest reviews displayed below. Google Reviews are unable to be edited so you can be assured of their authenticity.

CX Skills

5.0

Based on 24 reviews

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

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

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

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

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

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

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

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

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

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

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

04:45 29 Mar 21

Game-changing training and insight. Highly recommend CX Skills training program.

Lee Siefken

22:57 15 Mar 21

An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.

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

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

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

03:58 25 Feb 21

A very well structured training course. The trainer was very knowledgeable and a very good presenter.

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

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

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

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.

Katherine Robshaw Ed Dept

04:06 30 Nov 20

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

23:43 21 Sep 20

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CX & Customer Service Training Courses in Melbourne