Communication skills

Call Centre Staff Capacity Building

Phone service skills, from call structure and confident speech to difficult calls and emotional resilience.

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Duration

3 days, 24 hours

Format

In person / online / hybrid

Learning outcomes

speaking confidently and courteously on the phone, listening actively and uncovering the customer’s need with the right questions
calming a conversation with an angry or dissatisfied customer and bringing it to a solution
managing your own emotional state and staying effective under a heavy workload
the structure of a call, from the greeting and uncovering the customer’s need to the summary and the goodbye

About the course

Every day a call centre agent handles dozens of conversations, often under time pressure and without eye contact, when the customer’s impression is formed by voice, tone and words alone. This course develops the abilities needed to succeed in this work: clear and courteous communication, active listening, keeping to the structure of a call, calming difficult situations and managing one’s own emotional state. During the course, participants will learn to structure a call from start to finish, uncover the customer’s need with the right questions, resolve the issue on the first call wherever possible, work with angry or dissatisfied customers, and apply the skills they have gained in their everyday work.

Who it is for

This course is designed for call and contact centre agents, customer service specialists and hotline staff, as well as their team leaders and supervisors. It is also suitable for new hires who want to settle into their role quickly and with confidence.

Learning outcomes

Knowledge

the structure of a call, from the greeting and uncovering the customer’s need to the summary and the goodbye
the role of voice, tone, pace and word choice when the other person cannot see you
the key service quality metrics: first call resolution (FCR), customer satisfaction (CSAT) and average handle time (AHT)

Practical skills

speaking confidently and courteously on the phone, listening actively and uncovering the customer’s need with the right questions
calming a conversation with an angry or dissatisfied customer and bringing it to a solution
managing your own emotional state and staying effective under a heavy workload

Why choose this course

A call centre agent is often the first and only person a customer speaks to at the company. A single call can strengthen trust or lose it.

This course helps you build clear, customer-centred conversations, resolve issues on the first call wherever possible, stay calm with difficult callers and protect your own energy through busy shifts.

If you want every call your team makes to add to customer trust, this is the right choice.

Frequently asked questions

Is the course for new or experienced staff?

Both. Newcomers get a clear structure and tools from their very first days, and experienced staff get methods for handling difficult calls, building emotional resilience and improving service quality.

Is the course theoretical or practical?

Mostly practical. Participants work through role plays and call examples based on real situations and receive individual feedback.

Can the course be tailored to our company’s needs?

Yes. The course can be adapted to your sector, to the type of calls you handle (inbound or outbound) and to your team’s needs, including your own real call scenarios.