Call Centre Training

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يرجى النقر لعرض مخطط الدورة العربية


No schedule at the moment

If you have three or more candidates or you would like to run this course as an in-house programme, please contact us.


Call centre agents need to have an in-depth understanding of customer service, communication, managing customer frustration, increasing customer receptivity to solutions, helping customers explain the real problem and efficient listening skills. We will address the skills and techniques required to handle any type of incoming call in a positive way that meets the customer’s needs and exceeds their expectations!


  • Understand your customer’s needs and expectations
  • Get a clear understanding and appreciation of what it feels like to be on the other end of poor, good and excellent customer service
  • Learn how to have direct and successful conversations with callers
  • The importance of creating and delivering meaningful messages
  • Tools to facilitate their communication
  • The value of personalising your interactions and developing relationships
  • Learn how to listen actively
  • Support yourself and colleagues more productively
  • Reduce call duration times whilst enhancing service quality
  • Enhance personal productivity and commitment
  • Deal with difficult, irate and frustrated customers successfully
  • Understand the basics of telephone ‘etiquette’
  • Learn procedures for placing callers on hold, transferring callers and taking messages
  • Know how to write professional and ‘easy to understand’ e-mails
  • Know how to handle complaints effectively
  • Vocal techniques that will enhance your speech and communication ability
  • Personalised techniques for managing stress


Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Effective Communication Skills
  • It’s Not What You Say; It’s How You Say It
  • How to communicate in the absence of body language
  • Understand the concept of communication
  • Using the words and your tone of voice
  • Channeling the message correctly
  • Barriers to communicating over the telephone
  • Overcoming those barriers
  • Building a rapport with the caller immediately
  • Communicating with greater clarity and directness
  • Identifying perceptual filters in communication
  • Employing language that builds authority and credibility
  • Avoiding disempowering communication
Cold and Warm Calls
  • The different between ‘cold and warm’ calls
  • How to handle these calls
  • Developing confidence to turn these calls to your advantage
Developing a Script
  • Usefulness of scripts
  • Scripting techniques
  • Sample script
  • Making the script yours
  • Learn ways to customise your scripts
  • Using cheat sheets
  • FAQ sheets and how they can help you on a daily basis
Interacting with Customers
  • Who are your customers?
  • Why do you lose customers?
  • Calculating the cost of your lost customers
  • Initial greeting – giving the right impression
  • Referring to your customer in a professional manner
Communicating when Dealing with Complaints
  • Calming upset customers
  • Cherishing customer feedback
  • Having the right attitude PMA – Positive Mental Attitude
  • Active listening
  • Listening to what is being said and NOT what you think is being said
  • Learn how to ask clearly stated, specific, and courteous questions to both clarify the users’ problems and provide accurate answers
  • Review effective responses and proven techniques to keep users calm, provide viable solutions, and promote customer satisfaction
  • Identify phrases and responses they should avoid when dealing with long-winded, frustrated, offensive, or irate callers
  • Give recognition to the customer’s feelings
  • Responding appropriately
  • Listen to irate customers without interruption
  • Gathering the information
  • Checking understanding
  • Analyse a situation by using diagnostic questions.
Reactions to Complaints
  • Initial instincts when you receive complaints
  • Understanding the customer’s concern
  • Defusing the situation
  • Empathy NOT sympathy
  • Acknowledging the criticism
  • Gaining the customer’s respect
  • Identifying common ground
  • Creating satisfaction from dissatisfaction
  • Re-building the customer relationship
Managing Customer Expectations
  • Identifying your customer’s needs and expectations
  • How to exceed their expectations
  • Anticipating their needs
  • Creating ‘Customer Delight’

Controlling the Telephone Process Confidently
  • Making and taking calls
  • Know what your caller wants; Ease, Pro-active, Timely and Problem-free.
  • Being prepared
  • Being consistent
  • How to sound confident and helpful.
  • Dealing with enquiries – getting the facts and controlling the call
  • Ending the call
  • Controlling interruptions
Company Standards and Procedures
  • Identifying standards for:
    • Answering internal calls
    • Answering external calls
    • Transferring calls
    • Putting callers on hold
Active Listening
  • Requirements of a call centre employee
  • How to listen to users in order to find out the exact nature of the problem that needs to be fixed
  • Questioning techniques
  • Asking specific questions that will lead to solutions
  • The difference between hearing and listening
  • How to increase their active listening abilities
  • Verbal and nonverbal communication
  • Active listening techniques that ensure you hear what is really being said
  • Destructive and constructive words
Email Etiquette.
  • Writing brief, concise yet accurate e-mail replies that will enabled those who contact them to know how to resolve their problems
  • Draft useful knowledge-based entries for use by their co-workers
  • Produce incident reports that will meet their supervisors’ expectations
Establishing an Action Plan
  • Create a personal action plan based on their specific needs as help desk staff
  • Assess your individual strengths and weaknesses and develop an outline of specific steps to overcome any current difficulties they might be experiencing


The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

  • Group discussion
  • Individual and syndicate activities
  • Individual and group tasks
  • Case studies
  • Role plays
  • Audio and video evaluation
  • Action planning
  • Experiential learning games
  • Presentations

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Abu Dhabi

P.O. Box 44705, Abu Dhabi,
United Arab Emirates
Phone: +971 2 6740340
Fax: +971 2 6743554

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for VAT purposes, only in the UAE


P.O. Box 334058, Dubai,
United Arab Emirates
Phone: +971 4 2566414
Fax: +971 4 2566424

Tax Registration Number:
for VAT purposes, only in the UAE