Call Center Training


SKU: GS2007 Categories: ,

Call Center Training

Our Call Center Training training materials provides you with a fully-customizable package of courseware content for delivery to your employees and/or students. Everything you need to run the course is included, just add trainer!


All courseware print licences are perpetual – buy once and use forever!

  • Fully customizable. Sold on a site licence basis, you can tailor ALL content to meet specific learning or corporate requirements.
  • Digital download. Content is available to download after purchase.
  • Proven. Our course materials are used in hundreds of training centres around the world. Every course is fully beta tested and validated in the classroom before undergoing a full production release.
  • Simple… No need to invest in expensive DTP applications – all files are easily editable in any word processor.
  • Print on demand. You only need to print exactly what you need, when you need it.
  • Totally flexible. Courses can be modified to meet specific requirements. Sections can be removed. New content added. One or more titles can be combined. Whatever your training requirements, our courseware can help you meet that need.
  • Unlimited users. Content is sold on a site licence basis. You can train as many staff or employees at that location as you like. Forever!
  • Buy once. Use forever! You’re buying a perpetual licence. One payment gives you an unlimited site licence for use as long as you need it.
  • No limits! Unlike some content providers, our licence enables you to reprint the courseware as many times as you like. 1 student or 100,000. No limits…


Student manual

Fully customisable. May be opened in any word processor and changed to meet your exact needs.

Trainer manual

Fully customisable with additional information for trainers.

Ice breakers and classroom activities

Empty section. Edit page to add content here.

Pre-assignment exercise

Pre-assignment exercise. Fully customisable. Helps to reinforce the delegates understanding of the course contents.

Course outline

Content overview. Fully customisable. Comprehensive course overview to help you market your course to your customers.

PowerPoint presentations

PowerPoint presentations. Fully customisable. Complete set of PowerPoint slides for use by the trainer.

Sales information sheets

Sales information sheets. Fully customisable. Information sheets to help you sell your course to your employees or external customers.

Additional reading materials

Additional reading… Fully customisable. Give your students some recommended further reading materials for this course.

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail during this energizing and practical workshop.

  • Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
  • What’s Missing in Telephone Communication? To begin, participants will explore Alfred Mehrabian’s study on communication and how it affects telephone communication. Participants will also learn the role that body language plays in telephone communication.
  • Verbal Communication This session will cover the four E’s of an effective telephone voice and how you can use them to promote a service image.
  • Who are your Customers? In this session, participants will learn about what a customer is, and they will identify some of their own customers.
  • To Serve and Delight This session will give participants an opportunity to develop strong, helpful phrases for assisting customers.
  • Questioning and Listening Skills During this session, participants will learn techniques for active listening and staying focused.
  • Asking the Right Questions In this session, participants will learn about open and closed questions and probes.
  • Saying No Delivering bad news and saying “no” can be two of the most challenging aspects of a call center agent’s job. This session will give participants techniques and practice in these two key skill areas.
  • Sales by Phone This session will discuss how to use information delivery and rapport building to help participants sell over the phone.
  • Taking Messages During this session, participants will look at some key elements of taking messages. Then, they will develop a quick reference sheet that they can keep by their desk.
  • Staying Out of Voice Mail Jail Voice mail is a great tool, but it can also be frustrating. In this session, participants will discuss some tips for leaving messages and they will have an opportunity to practice those techniques.
  • Closing Down the Voice This session will give participants a chance to practice some vocal exercises.
  • Cold and Warm Calls During this session, participants will learn about these two types of calls and how to maximize their efficiency in each.
  • Developing a Script Scripts can be an effective tool, particularly for cold calls. This session will give participants a chance to lay out the framework for their script.
  • Perfecting the Script Next, participants will learn ways to customize their scripts. We will also look at FAQ sheets and how they can help participants on a daily basis.
  • Going Above and Beyond This session will give participants 15 techniques for success and some ways to customize their service.
  • Handling Objections During this session, participants will learn different ways to address sales objections.
  • Closing the Sale Next, participants will develop good questions that can help them close a sale.
  • Feelings During this session, participants will work in pairs to rewrite dry and less than imaginative statements to show empathy for their customers.
  • Changes in the Customer This session will explore some ways that customers have changed in the past twenty years.
  • Negotiation Negotiation is a key skill for call center success. During this session, participants will learn four things that they can do to become better negotiators.
  • It’s More Than Just a Phase Next, participants will learn about the four phases of negotiation and some different types of negotiation.
  • High Impact Moments This session will explore some situations where you come into contact with a client or customer at a time when you can have a huge impact on them.
  • Tips for Chatty Callers During this session, participants will learn some ways to deal with different caller types.
  • This is My Mentor, Roger This case study will give participants a chance to practice some of the skills that they have learned so far.
  • Phone Tag and Getting the Call Back While today’s technology can make it hard to reach a decision maker, it also provides opportunities. This session will give participants some tools to deal with phone tag.
  • Dealing with Difficult Customers This session will give participants nine easy techniques for managing difficult customers. We will also look at how to deal with vulgarity.
  • Stress Busting We all need techniques for managing the stress in our lives. This session will encourage participants to develop some personalized ways to manage stress.
  • News from Within During this session, we will take brief look at the inside workings of a call center and how they are managed.
  • Wrapping Up As the workshop comes to a close, participants will work in small groups to create a review activity for each other. We will also review vocal exercises.
  • Workshop Wrap-Up At the end of the day, students will have an opportunity to ask questions and fill out an action plan