Contact Center Training
LevelAll levels
ContentText / video
Study time3-4 hours


For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls.  A contact center can provide customer support, information technology support, and much more.  The key to having a great customer experience using a contact center is in the training.   A well trained contact center can be the difference between gaining more customers and losing customers.  Customers want a well-educated agent when they contact a business.  They want to know that the person answering their questions knows what they are talking about.  Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With our “Contact Center Training” course, your participants will discover the basic elements of being an effective employee of a contact center.

Course Objectives

  • How to get management involved in training.
  • Why peer training works.
  • That manners are important with a contact center.
  • How to build rapport with the callers.
  • How to deal with difficult customers.


Module One: Getting Started

Course Objectives

Module Two: It Starts at the Top

Create an Open Culture
Understand Goals
Understand Agents’ Responsibilities
Identify Education Opportunities
Case Study
Module Two: Review Questions

Module Three: Peer Training

Top Performing Employees
Discuss Role with Company
Critique Previously Recorded Calls
Cross Training
Case Study
Module Three: Review Questions

Module Four: How to Build Rapport

Smile in Your Voice
Engage in Small Talk
Listen, Acknowledge, and Empathize
Be Yourself
Case Study
Module Four: Review Questions

Module Five: Learn to Listen

Allow Customer to Talk
Avoid Judgment
Take Notes
Recap the Call
Case Study
Module Five: Review Questions

Module Six: Manners Matter - Etiquette & Customer Service (I)

Dead Air
Tone & Inflection
Saying it the Right Way
Case Study
Module Six: Review Questions

Module Seven: Manners Matter - Etiquette & Customer Service (II)

“Reading” Your Customers
Properly Transferring Calls
Going the Extra Mile
Limit Information
Case Study
Module Seven: Review Questions

Module Eight: Handling Difficult Customers

Keep Calm
Listen and Repeat
Avoid Placing Blame
Solve the Problem
Case Study
Module Eight: Review Questions

Module Nine: Getting the Necessary Information

Have a Checklist
Linear Thinking
Open-Ended Questions
Close-Ended Questions
Case Study
Module Nine: Review Questions

Module Ten: Performance Evaluations

Consistent Service
Abandoned Calls
Speed of the Answer
Length of Call
Case Study
Module Ten: Review Questions

Module Eleven: Training Doesn’t Stop

Evaluate Progress
Get Feedback on Training
Kudos to Deserving Employees
Have Monthly Meetings
Case Study
Module Eleven: Review Questions
Wrapping Up

Contact information

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We will contact you as soon as possible to confirm and set the date and time.

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