Call Centre Skills Training

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A Call Centre Skills qualification equips learners to work effectively in a contact centre (inbound/outbound calls), BPO (business process outsourcing) and customer service environments. Learners develop communication skills, call handling techniques, data‑processing, teamwork, complaint handling, use of call‑center technology, and meet operational targets

Module 1

1

Introduction to Call Centres
0-2hrs
1.       Understand the role and function of a call centre in business operations
2.       Demonstrate effective telephone etiquette and customer service skills
3.       Handle customer inquiries, complaints, and objections professionally
4.       Use active listening, empathy, and communication techniques effectively
5.       Manage stress, time, and performance in a call centre environment
6.       Navigate CRM systems and call centre software confidently
7.       Apply best practices for inbound, outbound, and blended call handling
8.       Understand metrics and KPIs that drive performance in call centres

Module 2

2

Professional Telephone Etiquette
0-2hrs

Module 3

3

Communication Skills
0-2hrs

4

Customer Service Excellence
0-2hrs

Module 5

5

Call Handling Techniques
0-2hrs

Module 6

6

Call Centre Technology
0-2hrs

Module 7

7

Sales and Upselling Techniques (if applicable)
0-2hrs

Module 8

8

Stress & Time Management
0-2hrs

Module 9

9

Call Centre Metrics & KPIs
0-2hrs

Module 10

10

Role Plays & Call Simulations
0-2hrs

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Course details

Lectures 10

Level Level 1

Basic info

Objectives

Understand the contact‑centre / call‑centre environment and its role in business.
Handle inbound and outbound calls professionally, apply telephone etiquette.
Identify customer needs, respond to queries, handle complaints or difficult callers.
Use call‑centre software/data systems, record and process call and customer data.
Work reliably within service‑level, quality and operational standards (targets, KPIs).
Work as part of a team in a diverse environment, contribute to team performance.
(At higher levels) Monitor and report on performance, coach others, lead teams.

Course requirements