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August 1

Call Centre Training

Call Centre Training

Call centre training is essential to the growth of any business that works with customers through phone calls. Our call centre training course will cover what you and your candidates need to be the best front for your organisation. You will learn about call reviews, tone of voice, call handling techniques, soft skills such as being assertive and how to take calls within policy and procedure!

Our course will also cover the theories and the “why?” of taking calls. You will learn important aspects of how to deal with problems that arise from customers, as well as how to follow a call book. Our call centre training is made for those taking calls within a call centre, whether supervisor or employee.

Training outcomes

Learn how to become the best representative of your organisation, when taking calls. You will learn how to deal with difficult situations, gain emotional intelligence and know how to use this to solve problems. You will understand how to use active listening to your advantage and give the best impression of your organisation.

Who should attend

This course is for anyone who deals with customers over the phone within a call centre. If you feel you need confidence and possibly knowledge of the theories and “how’s” of call centre etiquette, then this course is built for you.

Call centre training content

This course covers:

  • How to get an understanding of your products, features and troubleshooting
  • Communication techniques such as active listening and clear articulation
  • Empathy and conflict resolution
  • Basic problem-solving skills
  • Call management and de-escalation strategies
  • Handling difficult customers
  • The customer experience and how it can benefit your organisation
  • Building rapport
  • How to understand and use company policies and procedures


August 1
Event Category:


CCW-Training Academy
029 21 156 603


5-7 Museum Place, Cardiff, CF10 3BD
5-7 Museum Place
Cardiff, CF10 3BD United Kingdom
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