Sales and Customer Service Training for Call Centres

Call Centre Training: Sales and Customer Service Training for Call Centres

Handling customers over the phone requires many skills, including verbal communication skills, proper telephone etiquette, problem resolution and escalation and active listening skills.  Learn how to create raving fans every time you engage with your customers!

The PD Training Sales & Customer Service Training for Call Centers Course provides skill building in every aspect of handling calls from customers such as the use of probing techniques, voice control, what to say when, rapport building and much more. This course is designed to help call center professionals expertly handle customer calls and ensure that every caller receives the best possible service.

This comprehensive and engaging 3-day workshop is running now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide,, Canberra and Perth.

Please click on the Group Booking Quote button to receive a free quote for courses delivered at your preferred location.

Your Learning Outcomes

By the end of this course, participants will be able to:

  • Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.
  • Learn aspects of verbal communication such as tone, cadence, and pitch.
  • Demonstrate an understanding of questioning and listening skills.
  • Acquire comfort with delivering bad news and saying no.
  • Learn effective ways to negotiate.
  • Understand the importance of creating and delivering meaningful messages.
  • Use tools to facilitate communication.
  • Realise the value of personalising interactions and developing relationships.
  • Practice vocal techniques that enhance speech and communication ability.
  • Personalise techniques for managing stress.
Duration: 3.0 day course Live Online Experts


Call Centre Training: Sales and Customer Service Training for Call Centres Reviews:

"The day passed without noticing the time, never found myself drifting away and Anne was great all day I could have sat in a training session for three days, Excellent job! :)


"Troy was flexible and enthusiastic. He delivered the content so that it was relevant and practical to our business. We are all motivated to start implementing these new strategies. The training was fantastic although now I will be very busy implementing it all. :)"

"Anne was a very engaging trainer and the content was interesting but the quality of the course could be enhanced by spending more time on applying the knowledge that we were taught into practical situations."

 "Anne is very approachable and friendly and a well of information. I really enjoyed her style of humour and teaching! I enjoyed most watching my team "unravel" - there was a lot of apprehension prior to the session that their scores reflected who they are as people and I noticed some negative feelings and whispers before we had even begun. It was great to see the arms unfold due to Anne's excellent teachings and watch them gradually relax and be totally won over/captivated. I also loved learning about my peers styles and better ways to integrate/understand and collaborate with them! Anne is an asset to your organisation. Thank you Anne - Legend!!"

"I found the most useful section of the course the use of words to use and words not to use. Ann was very engaging and made the training very interesting and had a good sense of humour."


"The course was very informative I learnt some new techniques and had fun doing it"

Better Caring


"Karin has done and excellent job tailoring the course content to suit our needs. We would definitely request her for future training sessions as her understanding of our roles and business increases with each session."

Mobile Rehab Australia


Metcash IGA logo
This course has helped change my mind set & given me some skills to use! Would help the whole sales team. The course was great and I was glad I attended. The trainer was very knowledgeable about the subject and delivered the subject very well.
Metcash IGA logo
I found the course quite interesting & fun, the instructor was very knowledgeable and very precise & well spoken, a very professional trainer, what I received from the course will be very valuable to my Everyday life, with my dealing with customers and my peers
PAMS logo
I just want to thank Tammy for her ability to personalise the course for each participant. She certainly made an impact and had the ability to speak honestly and reflect on previous comments and thread these back into the learning.
Landgate logo
Thank you the training course was excellent and the way Tammy involved everyone was the best. Tammy was very professional in very way. I was very impressed with the course content and her delivery.
Endeavour Energy logo
The course was very good and gave me some tools to help me.
Endeavour Energy
Momentive Specialty Chemicals logo
I thought the course was well presented and entertaining. Yes I would recommend this course to others. I am currently looking at others courses you offer.
Momentive Specialty Chemicals
University of Melbourne logo
The fact that there was only three of us, made it intimate and we were able to go into detail with our specific needs.
University of Melbourne
CPA Australia logo
I found the course very informative and Karen has given me some coping mechanisms to get me through the tough calls I get at work.
CPA Australia
JAYCO logo
Michaela was excellent! I learnt a lot and will put them into practice!
Fresenius Medical Care logo
The whole course is useful and it's all inter-related. Jill is an excellent presenter. Never a boring moment.
Fresenius Medical Care

Download Course Outline (PDF)

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. The key is to train your staff to exceed customers expectations and create raving fans every time you engage with them.


This course will help call centre 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 throughout this energising and practical three-day workshop.


Note that we will use two acronyms interchangeably throughout the workshop:

  • CSR: Customer Service Representative
  • CCA: Call Centre Agent


Course Outline for Call Centre Training: Sales and Customer Service Training for Call Centres

Topic 1
What’s Missing in Telephone Communication?
  • It’s Not What You Say; It’s How You Say It
  • In the Absence of Body Language
Topic 2
Verbal Communication Techniques
  • Being Yourself and Sounding Your Best
  • A Service Image
Topic 3
Who are Your Customers?
  • Define the Customer and Client
  • About Relationships
Topic 4
To Serve and Delight
Topic 5
Did You Hear Me?
  • Listening Skills
  • The Mission: To Listen
Topic 6
Morning Reflection
Topic 7
Asking the Right Questions
  • Open Questions vs. Closed Questions
  • Probing Techniques
Topic 8
Saying No
  • When We Say “No”
  • Activity: Delivering Bad News
Topic 9
Sales by Phone
  • Benefits of Telemarketing
Topic 10
Taking Messages
  • Pen in Hand
  • Empowering CCAs to resolve issues
Topic 11
Staying Out of Voice Mail Jail
Topic 12
Exercises for Conditioning Your Voice
Topic 13
Afternoon Reflection
Topic 14
Cold and Warm Calls
  • The Cold Call
  • The Warm Call
Topic 15
Developing a Script
  • Scripting Techniques
  • Sample Script
Topic 16
Perfecting the Script
  • Making the Script Yours
  • Using Cheat Sheets
Topic 17
Going Above and Beyond
  • Fifteen Techniques for CCA Success
  • Customise Your Service
Topic 18
Handling Objections
Topic 19
Morning Reflection
Topic 20
Closing the Sale
Topic 21
  • Activity: Feels like a Winner
Topic 22
Changes in the Customer
  • The Changing Customer
  • What the Customer Wants
Topic 23
Negotiation Techniques
  • Mastering Negotiation Skills
  • Practising Negotiation
Topic 24
Phases of Negotiation
  • Introduction
  • Principled Negotiation
Topic 25
Afternoon Reflection
Topic 26
High Impact Moments
  • Make It Count
  • Creating Case Studies
Topic 27
Tips for Challenging Callers
  • Activity: Managing Talkative Callers
  • Activity: Caller Behaviors
  • Activity: Up the Mountain
Topic 28
Dealing with Difficult Customers
  • Activity: Dealing with Problems
  • Dealing with Vulgarity
Topic 29
Phone Tag and Getting the Call Back
  • Phone Tag
  • Following Up
Topic 30
Morning Reflection
Topic 31
Phone Tag and Getting the Call Back
  • Phone Tag
  • Following Up
Topic 32
Morning Reflection
Topic 33
This is My Mentor
  • Activity: Roger’s Super Year
Topic 34
Stress Busting
Topic 35
News from Within
  • Common Issues in Call Centers
  • Activity: Pre-Assignment Review
  • CCA Reports
Topic 36
Wrapping Up
  • It’s a Wrap – Just About!
  • Questions and Answers
  • Debrief
Topic 37
Close with Vocals
Topic 38
Personal Action Plan

In-House Training - We’ll focus on what matters most to you and tailor to your context

Face-to-Face, Live Online, or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people connecting online, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

PDT Training Management Centre Logo

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year.
  • Or get the $110.00 bundle and save.
Bite Size learning that people love
Not exactly what you needed? Try other courses in the Sales Training Courses Category