Call Center Training

This practical marketing and sales workshop develops knowledge, judgement and workplace application in call center training. Participants explore good-practice principles, work through realistic examples and practise tools that can be adapted to their own roles and organisations.

The workshop emphasises active participation, reflection and transfer of learning. Facilitators can contextualise examples, exercises and discussion around the organisation's policies, industry, workforce and operating environment.

• Explain the key principles associated with customer-focused call structure.
• Apply practical tools and techniques for listening, questioning and verification.
• Use clear explanations and ownership to support better workplace decisions and outcomes.
• Recognise common risks, barriers and good practices relating to handling complaints and difficult calls.
• Develop a practical approach to call control, documentation and escalation that can be used after the workshop.

Sales, marketing, customer-facing and business-development professionals, supervisors and anyone responsible for attracting, serving or retaining customers.

• Customer-focused call structure
• Listening, questioning and verification
• Clear explanations and ownership
• Handling complaints and difficult calls
• Call control, documentation and escalation
• Quality, productivity and service measures