Self-Paced Online Contact Centre Agent Course
Looking to develop essential contact centre skills on your own schedule?
Our self-paced Online Contact Centre Agent Course provides a structured, flexible, and interactive learning experience designed for contact centre agents, customer service professionals, and those looking to enhance their phone and email communication skills.
Whether you’re new to contact centre work or looking to refine your skills, this course covers the key principles needed to deliver outstanding customer service across multiple channels.
The Contact Centre Agent Pathway is just one of 20+ structured learning pathways available, offering a guided approach to building critical customer service skills.
With over 300 courses, you can also explore individual topics or follow other pathways tailored to different roles and industries, all for a low monthly price.
💡 Looking for live, interactive training? Check out our Call Centre Agent Training Courses for expert-led sessions.
What is a Learning Pathway?
With over 300+ courses included in your monthly subscription, navigating your learning journey can feel overwhelming.
That’s why we’ve designed 20+ structured learning pathways – grouped selections of courses that develop essential skills for specific roles.
Instead of choosing courses individually, a Learning Pathway provides a structured way to build knowledge step by step, ensuring you develop the right skills in a logical, progressive manner.
For example, this Online Contact Centre Agent Course focuses on essential call centre and customer service competencies, ensuring agents can handle phone and email interactions professionally and efficiently.
Organised Learning
Employees follow a structured learning pathway, ensuring they gain essential skills in the right order without guesswork.
Saves Time & Effort
No need to manually select courses – our pathways remove the complexity, so employees can focus on learning.
Job-Specific Skills
Each pathway is designed for specific roles, ensuring employees develop the right skills to perform at their best.
By completing a pathway, employees gain confidence knowing they’ve developed a set of core skills tailored to their role, rather than just picking random courses.
🏆 Following the successful completion of all assigned course modules in the pathway, your employee will be awarded with a certificate of achievement that can be downloaded digitally.
Contact Centre Agent Course Modules
One of our most valuable pathways, the Online Contact Centre Agent Course, is designed to equip employees with the skills needed to excel in a contact centre environment.
From mastering phone and email communication techniques to handling difficult customers and delivering outstanding service, this pathway provides a structured and practical approach to professional customer interactions.
Each course module includes:
📺 ~10-minute video lesson – Short, engaging sessions covering key techniques.
📖 Downloadable workbook – Practical exercises and action plans for real-world application.
✅ Online assessment – Reinforce learning and measure understanding.
The 13 modules included in this learning pathway:
1. Introduction to Contact Centres
Understand the fundamentals of contact centres, their history, and key operational components.
2. Attitude
Learn how to maintain a positive attitude, stay motivated, and manage change effectively.
3. Customer Service Excellence
Discover the principles of delivering outstanding service in a contact centre environment.
4. Communication Skills
Develop verbal and written communication techniques, including call handling, email etiquette, and tone management.
5. Listening Skills
Master active listening techniques to improve customer understanding, engagement, and issue resolution.
6. Questioning Skills
Enhance your ability to ask the right questions to uncover customer needs and resolve issues efficiently.
7. Rapport Building
Learn how to establish and maintain strong relationships with customers to enhance satisfaction and loyalty.
8. Handling Difficult Customers
Gain strategies for staying calm and professional when dealing with challenging customers.
9. Keeping Customers Informed
Learn proactive communication techniques to keep customers updated throughout their experience.
10. Fixing the Customer First
Understand how to prioritise customer needs by focusing on resolution before internal processes.
11. Email Customer Service
Develop professional email communication skills, including structure, clarity, and etiquette.
12. Phone Customer Service
Master call handling techniques, including tone, scripting, and handling objections.
13. Advanced Contact Centre Skills
Explore advanced techniques, including managing escalations, upselling, and exceeding customer expectations.
Course Certification & Training Records
Upon completing all required modules in the self-paced Online Contact Centre Agent Course, employees receive a digital certificate of achievement, validating their skills in phone and email customer service.
For businesses, this provides a verifiable record of investment in customer service training, demonstrating a commitment to employee development and service excellence.
Certificates can be shared digitally, printed, or included in professional portfolios to showcase skills and career progression.
Explore Other Learning Pathways
There are over 20+ Course Pathways included with every subscription, ensuring there is a solution for all job roles. Explore more information on some of our popular self-paced course pathways below or view all available course pathways here >
Get Started Today
Our Self-paced Online Contact Centre Agent Course is just one of 20+ structured learning pathways designed to help employees develop the skills needed to thrive in a contact centre environment.
With a single low-cost subscription, your team gets unlimited access to:
✅ 20+ Learning Pathways tailored to different job roles
✅ 300+ individual self-paced courses covering customer service, leadership, sales, resilience, and more
✅ Certificates of achievement for course pathways to validate learning
📚 Explore More Resources from ACXPA
Looking for more insights to support the careers of your contact centre agents? The Australian Customer Experience Professionals Association (ACXPA) provides expert resources to help call centre employees of all levels succeed:
🔹 Industry Glossary: Stay up to date with key contact centre terms and definitions in our Industry Glossary.
🔹 Tips for Contact Centre Employees: Discover expert advice and best practices in our collection of articles for call centre agents.