Call Centre Training

A well-trained Call Center is the heart of any activity.

Note: This course is available in Urdu language also Click here

After completion of this course, the candidate will be able to cover the following..

For Course Benefits, please watch this Video or Read below….

[video_popup url=”″ text=”” title=”” auto=”” n=”1″ p=”” wrap=”1″ img=””]



  • Improved Customer Service Skills:

The online course on Call Center Training enhances learners’ customer service skills, equipping them with the tools and techniques to provide exceptional service and support to customers.

  •  Effective Communication:

The course focuses on developing effective communication skills, teaching learners how to actively listen, empathize, and respond appropriately to customer inquiries and concerns, resulting in clear and efficient communication.

  • Enhanced Problem-Solving Abilities:

Call Center Training helps learners develop strong problem-solving skills. They learn to analyze customer issues, identify root causes, and provide effective solutions, ensuring customer satisfaction and a positive customer experience.

  •  Professionalism and Empathy:

The course emphasizes the importance of professionalism and empathy in call center interactions. Learners acquire the skills to handle challenging situations with grace, maintain composure, and demonstrate empathy towards customers, fostering positive relationships and customer loyalty.

  •  Product and Service Knowledge:

Call Center Training provides in-depth knowledge of products or services offered by the organization. Learners gain comprehensive understanding, allowing them to provide accurate information and resolve customer queries efficiently.

  • Efficient Call Handling:

The course teaches learners how to handle calls efficiently, optimizing call duration and minimizing customer wait times. They learn techniques to manage calls effectively, ensuring quick issue resolution and maximizing call center productivity.

  • Effective Use of Call Center Tools:

Call Center Training familiarizes learners with various call center tools and software. They gain proficiency in using customer relationship management (CRM) systems, call logging software, and other essential tools, increasing efficiency and accuracy in customer interactions.

  • Conflict Resolution Skills:

The course equips learners with conflict resolution skills, enabling them to handle customer complaints and conflicts effectively. They learn techniques to de-escalate tense situations, find common ground, and reach mutually beneficial resolutions.

  • Multitasking and Time Management:

Call Center Training enhances learners’ multitasking and time management skills. They learn to handle multiple customer inquiries simultaneously, prioritize tasks, and manage their time effectively to ensure prompt and efficient customer service.

  • Increased Productivity and Efficiency:

With improved skills and knowledge, call center agents become more productive and efficient in their roles. They are able to handle a higher volume of calls while maintaining quality standards, leading to improved overall call center performance.

  •  Conflict Management:

The course provides training in conflict management techniques, equipping learners with strategies to handle challenging customer interactions professionally and calmly. They learn to navigate difficult conversations and find mutually beneficial solutions.

  •  Cultural Sensitivity:

Call Center Training often includes modules on cultural sensitivity and diversity awareness. Learners develop an understanding of different cultural norms, enabling them to interact respectfully and effectively with customers from diverse backgrounds.

  • Stress Management:

The course addresses stress management techniques for call center agents. Learners acquire coping strategies to manage high-pressure situations, reduce stress levels, and maintain their well-being in a demanding work environment.

  • Compliance and Regulations:

Call Center Training familiarizes learners with industry-specific compliance regulations and guidelines. They gain knowledge of privacy laws, data protection regulations, and call recording protocols, ensuring adherence to legal and ethical standards in their interactions.

  •  Increased Customer Satisfaction:

With enhanced skills and knowledge, call center agents can provide more efficient and effective customer service. This leads to higher customer satisfaction levels, increased loyalty, and positive word-of-mouth recommendations.

  • Reduced Customer Churn:

Effective call center training reduces customer churn rates. Learners acquire the skills to address customer concerns proactively, resolve issues promptly, and provide personalized assistance, increasing customer retention and loyalty.

  • Enhanced Cross-Selling and Upselling:

Call Center Training often includes modules on cross-selling and upselling techniques. Learners gain the knowledge and skills to identify opportunities, recommend additional products or services, and increase sales revenue through effective customer engagement.

  • Team Collaboration:

The course emphasizes the importance of team collaboration in a call center environment. Learners understand the value of working together, sharing knowledge and best practices, and supporting their colleagues, fostering a positive and cohesive team dynamic.

  •  Career Growth Opportunities:

Call Center Training opens doors to career advancement within the call center industry. Learners who demonstrate proficiency and excellence in customer service can pursue roles such as team leaders, supervisors, or trainers, enhancing their career prospects.

  • Personal Development:

The training contributes to personal development and growth. Learners develop confidence, resilience, and valuable transferable skills such as effective communication, problem-solving, and conflict resolution, benefiting them both personally and professionally.

Call Centre Training Modules

In this course, you will get 12 Modules which are describing all aspects greatly

  •  Module One: Getting Started
  1. Workshop Objectives
  2. Pre-Assignment Review
  • Module Two: The Basics (I)
  1. Defining Buying Motives
  2. Establishing a Call Strategy
  3. Prospecting
  4. Qualifying
  5. Case Study
  • Module Three: The Basics (II)
  1. Getting Beyond the Gate Keeper
  2. Controlling the Call
  3. Difficult Customers
  4. Reporting
  5. Case Study
  • Module Four: Phone Etiquette
  1. Preparation
  2. Building Rapport
  3. Speaking Clearly- Tone of Voice
  4. Effective Listening
  5. Case Study
  • Module Five: Tools
  1. Self-Assessments
  2. Utilizing Sales Scripts
  3. Making the Script Your Own
  4. The Sales Dashboard
  5. Case Study
  • Module Six: Speaking Like A Star
  1. S= Situation
  2. T= Task
  3. A= Action
  4. R=Result
  5. Case Study
  • Module Seven: Types Of Questions
  1. Open Questions
  2. Closed Questions
  3. Ignorant Redirection
  4. Positive Redirection
  5. Negative Redirection
  6. Multiple Choice Redirection
  7. Case Study
  • Module Eight: Benchmarking
  1. Benchmark Metrics
  2. Performance Breakdown
  3. Implementing Improvements
  4. Benefits
  5. Case Study
  • Module Nine: Goal Setting
  1. The Importance of Goals
  2. SMART Goals
  3. Staying Committed
  4. Motivation
  5. Overcoming Limitations
  6. Case Study
  • Module Ten: Key Steps
  1. Six Success Factors
  2. Staying Customer Focused
  3. The Art of Telephone Persuasion
  4. Telephone Selling Techniques
  5. Case Study
  • Module Eleven: Closing
  1. Knowing when it’s Time to Close
  2. Closing Techniques
  3. Maintaining the Relationship
  4. After the Sale
  5. Case Study
  • Module Twelve: Wrapping Up

Be Creative with Quizes

Each Module is finishing with its quiz & hence you will get to review your Modules in the form of 106 questions.

  • Module Two Review Questions
  1. What does DBM stand for?
  2. The customer decides to buy the lawnmower from you rather than the competition because your product is less expensive. What type of reason does the customer give for why he is buying from you?
  3. What is the gist of the strategy in “Establishing a Call Strategy”?
  4. In the example about the army recruiter, the recruiter missed an opportunity to do what?
  5. What does prospecting mean?
  6. What is the best way to respond to a prospective client when you discover he does not have the motivation to close a deal?
  7. What does qualifying mean?
  8. Who should you speak to if you are trying to make a sale to an organization?
  9. What was said of the ABC Company’s profits in Q4 2010?
  10. By how much did the company’s profit increase since implementing the new system?
  • Module Three Review Questions
  1. “Getting beyond the gate keeper” refers to what level of conversation?
  2. The informational conversation carries what risk?
  3. When building rapport with a potential customer and inquiring about his preferences, likes, and dislikes, what topic is likely the safest to discuss?
  4. To understand the preferences, likes, and dislikes of a customer, the salesperson must do which of the following?
  5. Of the following, what does Emotional sharing deal with?
  6. Listening to what the customer says during emotional sharing will most likely do what for the salesperson?
  7. Which of the following core values was not mentioned in “Reporting”?
  8. Which of the following companies was mentioned as having a stellar reputation about its community involvement?
  9. What is the name of the airline in the Case Study?
  10. What was the additional amount of money that the airline agreed to give to the families of the decedents?
  • Module Four Review Questions
  1. What word is the clear invitation to start a conversation?
  2. When is it appropriate for an associate to set down the phone while talking to a customer to get the appropriate person for the customer to speak to?
  3. Communicating ___ is the bridge to developing rapport with a customer.
  4. When building a rapport, how often should the associate use a customer’s name?
  5. It is ___ acceptable for an associate to slur his speech when speaking to a customer.
  6. Speaking in a monotone voice is best when?
  7. Why do businesses many times have unsatisfied customers when a complaint arises?
  8. Of the following, which is not an example of an effective listening technique?
  9. What is this case study an example of?
  10. What is the product in question?
  • Module Five Review Questions
  1. How often can an associate check off items from a self-assessment document?
  2. Self-assessments are designed for whom to evaluate the associate?
  3. When are sales agents generally allowed to make changes to sales scripts?
  4. What is the main purpose of the sales script?
  5. Which of the following is not mentioned as something that’s modified in a sales script for the associate to make it his own?
  6. Of the following, which is a part of the sales script that should remain the same?
  7. What shows monthly sales goals and achievements?
  8. What motivates productivity?
  9. How long was the training for the new hires?
  10. What did Tom develop when he first got to the company?
  • Module Six Review Questions
  1. What does the “S” in the STAR acronym stand for?
  2. To handle the call successfully, the associate must do what?
  3. What does the “T” in the STAR acronym stand for?
  4. What lowers the level of stress for the associate?
  5. What does the “A” in the STAR acronym stand for?
  6. Who is responsible for meeting the need of the customer?
  7. What does the “R” in the STAR acronym stand for?
  8. Satisfied customers can turn into what?
  9. How much was the company facing in returned merchandise?
  10. After PQA’s intervention, how many customer complaints did the company have over the next 2 ½ years?
  • Module Seven Review Questions
  1. What type of question requires the speaker to give a thorough response?
  2. What is an example of an open question?
  3. What is true of closed questions?
  4. Which is an example of a closed question?
  5. What strategy is used to buy time in the middle of a conversation to avoid giving a direct answer at that moment?
  6. What is an example of an ignorant redirection response?
  7. What is a tool used to increase one’s credibility by putting a positive slant on something negative that a customer has said about a competitor?
  8. What is an example of a positive redirection response?
  9. What is used to take a humble approach to share one’s credentials when the customer sets the scene for the representative to brag?
  10. What is an example of a negative redirection response?
  11. What is used to ease the impatience of a customer who wants an immediate answer by giving several exact options that depend on a particular factor?
  12. What is an example of a multiple-choice redirection response?
  13. Why were many customers making “second” calls to Company ABC?
  14. How did the company determine representatives only used one type of question with customers?
  • Module Eight Review Questions
  1. What best identifies strong and weak performing units?
  2. What type of analysis measures what a company in a particular market should be able to achieve?
  3. Of the following, which is not generally a focus of performance breakdown in a call center environment?
  4. Performance Breakdown measures:
  5. What is not useful in implementing improvements?
  6. What should be done before improvements are implemented?
  7. What is not a benefit of benchmarking and implementing improvements?
  8. Benchmarking and implementing improvements can benefit the company in what way?
  9. What company is the subject of this case study?
  10. Raw materials inventory accuracy increased from ___ to ____.
  • Module Nine Review Questions
  1. What improves individual and group performance?
  2. When setting goals, what type of goals should be established?
  3. Which of the following is the most effective goal?
  4. Of the following, which goal is the most effective?
  5. In order to achieve goals, they must be:
  6. ____ visualizing that the goal has been met is a great way to remain focused on achieving it.
  7. What is not an example of external motivation?
  8. What is not an example of internal motivation?
  9. A lot has been written on ____ minute management goals.
  10. What is not an example of limitations one may run up against when attempting to achieve goals?
  11. How many physicians worked for this orthopedic practice?
  12. Which of the following was not a focus of the goals that all departments were required to develop?
  • Module Ten Review Questions
  1. How many success factors are mentioned in this lesson?
  2. Company growth and progress should be visible with each ____ meeting.
  3. Using the customer’s name while conversing is:
  4. How many methods of staying focused are there in the “Staying Customer Focused” topic?
  5. In order to persuade a customer to buy your product, what must happen in the first few words of speaking with them?
  6. Of the following, which is something a representative would not use to ask the customer for the right to be heard?
  7. How many telephone selling techniques are mentioned?
  8. Being informed about the needs, financial status, etc. of a customer before speaking to them best serves what purpose?
  9. How long has Pat been employed with Company X?
  10. How has Pat’s length of employment with the company affected how she approaches her job?
  • Module Eleven Review Questions
  1. Once the customer has indicated that they are ready to make a deal, you should:
  2. How you can you determine you have built rapport with the customer?
  3. Which of the following defines the 1-2-3 Close technique?
  4. Of the following, what closing technique allows the associate to act as if the customer has already given him the go-ahead to wrap up the deal?
  5. What is not one of the most important reasons for maintaining a relationship with the customer once the call has ended?
  6. Maintaining a relationship with who is not necessarily important?
  7. How soon after a sale should an associate communicate with the customer?
  8. What is an example of a question that an associate would not ask a customer during the after sale follow-up conversation?
  9. What type of Close technique did Casey use?
  10. What reason did Elizabeth give Casey for maintaining rapport with the customer once the sale is done?

  • What is the requirement for this course?

The course is open to anyone who is interested in learning more about the subject matter, and there are no specific entry requirements to enroll.

  • What much Time I need to Spend for completion of this course?

The course is divided into different modules, with an average study time ranging from 20 to 90 minutes per module as per your convenience. While you have the flexibility to allocate your preferred amount of time to each module, after buying you will have lifetime access to the course so you can log in and out of the course as per your schedule.

  • When and Where I can Study this Course?

You can study this course at any time and anywhere of your choice, you have the convenience of logging in and out of the web-based course as often as you need. The course is compatible with all devices, including computers, tablets, and smartphones, allowing you to study even while on the go.

  • How I can Pay for this Couse?

To make a payment for this course, you have the option to use several payment methods including Visa, MasterCard, and PayPal account. The website employs the latest SSL encryption technology to ensure that your payment details are kept safe and secure. All payments are processed securely by PayPal, providing an added layer of protection for your peace of mind.

  • How soon I can have access to the course material?

You will have access to the course immediately after you make the payment. You will receive email confirmation of payment at the same time with full access to the course material.

  • Can I earn a Certificate at the end of the course?

That’s Right! At the completion of the course, we will earn a Professional Certificate that can be a valuable addition to your career and personal achievements. This certificate will serve as evidence of the knowledge and skills you have gained through the course, and can help you demonstrate your expertise to current or potential employers.

  • What is the validity of the Certificate?

Certificate is your achievement, which will remain with you forever. It doesn’t have any expiry or need any renewal. Enjoy the Course and Good Luck.


Get life-time access for 71 Well Documented Downloadable Pages of this course

This Course Includes….

24/7 Student Support

End of Course Certification

Lifetime Access

Compatible with Modern Devices

You can have all of our courses for $99 Per Year, Click Here

Related Courses Below..

Learn How To “Speak Like A Star”

S= Situation

First letter of the abbreviation STAR is S, which reminds the speaker of situation surrounding the call.

T= Task

Customer service representative must identify the specific task required.

A= Action

Action is where the customer’s needs are met. They


R= Result

Talking like a star gets a new customer as a result.


Call Center employees who know how to handle a variety of situations presenting themselves with talent and expertise can be an asset to the company and profit themselves in terms of salary and performance bonuses.

Call Center Training will allow employees to enter their workplace with the confidence that they are ready to answer questions, overcome objections, and eventually complete the contract.

Why Is It Important?

Every telephone sales partner wants to increase productivity. The constant changes and innovations in the market are sometimes difficult to keep up with.

The reason why people choose to buy is often not the result of logic and planning, but rather an emotional or perceived need.

Finding this takes the ability to listen carefully and to suspend the notion that people are always doing things for logical reasons.

Learn Beyond The Basics

There are different kinds of conversations that we all use to operate in everyday life. Different situations require different types of conversation. When trying to address a person in person or in a group or organization, it is important to understand the different types of conversations and how each type works.

Learning Outcomes

Participants will be able to

Course Breakdown

Phone Etiquette

maintaining proper telephone etiquette is key to improving and maintaining high volume sales and customer service.


As with any business, telemarketers and customer service representatives need some basic tools to train their business and measure their success in doing so.

Speaking Like a Star

Talking on the phone is usually about speaking openly to one’s audience.

Types of Questions

There are six different types of questions: open, closed, ignorant redirection, positive redirection, negative redirection…


The importance of setting benchmarks is undeniable for long-term success seekers.

Goal Setting

To achieve goals, they need to be well thought out and documented.

Featured Courses

Call Centre Training