Learn New and Refresh Existing Skills with Skill Builder Pro

Generic selectors
Exact matches only
Search in title
Search in content

Call Center Training: Sales and Customer Service Training for Call Center Agents Online Course

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course.

Skill Builder Pro is a job skills, soft skills and personal development training platform that has over 300 online courses. Your membership includes access to all courses to learn new skills or refresh your existing skills.

Share on facebook
Share on linkedin
Share on twitter

$499 Save $300 (60%).
Your membership gives you access to all 300 of our courses for 6 months.

7-Day Money Back Refund Guarantee. If you are a business and need multiple seats Click here
3 – 6 Hours
For Everyone
For All Skill Levels
7 day money back guarantee.
  • Description
  • Units of Study
  • FAQs

Learn Everything You Need To Know About Call Center Training: Sales and Customer Service Training for Call Center Agents Online Course

The success of Call Centers depends on well-trained agents who understand the best ways to listen and be heard. Each customer interaction has elements of both sales and customer service skills, which trainers will explore in detail throughout this workshop. Learning Outcomes:
  • Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element
  • Learn aspects of verbal communication such as tone, cadence, and pitch
  • Demonstrate an understanding of questioning and listening skills
  • Acquire comfort with delivering bad news and saying no
  • Learn effective ways to negotiate
  • Understand the importance of creating and delivering meaningful messages
  • Use tools to facilitate communication
  • Realize the value of personalizing interactions and developing relationships
  • Practice vocal techniques that enhance speech and communication ability
  • Personalize techniques for managing stress
Online Access: Study the course online with an internet connection, by any device including PC, MAC, tablet or Smart Phone. Certificate of completion: A certificate of completion will be provided, when you finish the course.

 Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment
  • Pre-Assignment Questions

 Session 2: What’s Missing in Telephone Communication?

  • It’s Not What You Say; It’s How You Say It
  • Implications
  • In the Absence of Body Language

 Session 3: Verbal Communication Techniques

  • Being Yourself and Sounding Your Best
  • Symphony of Voice
  • The Four E’s
  • A Service Image
  • Making Connections

 Session 4: Who are Your Customers?

  • Who are Our Customers?
  • External Customers
  • What the Customer Wants
  • About Relationships
  • Making Connections

 Session 5: To Serve and Delight

  • To Serve and Delight
  • Making Connections
  • Let’s Try…

 Session 6: Did You Hear Me?

  • Listening Skills: Active Listening
  • Tips and Tricks
  • Zero In on the Matter at Hand
  • The Mission: To Listen
  • Quiz

 Session 7: Asking the Right Questions

  • Open Questions vs. Closed Questions
  • Probing Techniques

 Session 8: Saying No

  • When We Say “No”
  • Delivering Bad News
  •  Session 9: Sales by Phone
  • Benefits of Telemarketing
  • Rapport Building

 Session 10: Taking Messages

  • Pen in Hand
  • Effective Messages

 Session 11: Staying Out of Voice Mail Jail

  • Staying Out of Voice Mail Jail
  • Making Connections

 Session 12: Closing Down the Voice

  • Hyoid Limbering
  • Hum
  • Sighing
  • The Diaphragmatic Breath

 Session 13: Cold and Warm Calls

  • The Cold Call
  • A Cure for Call Reluctance
  • Connecting with Decision-Makers
  • Openers
  • The Warm Call
  • Making Connections

 Session 14: Developing a Script

  • Scripting Techniques
  • The Attention Statement
  • The Identification Statement
  • A People-Respond-In-Kind Attitude
  • The “Reason For This Call” Statement
  • Get Down to Business (Request the Sale)
  • Response to Objections
  • Sample Script
  • Making Connections

 Session 15: Perfecting the Script

  • Making the Script Yours
  • Referral Script
  • Telemarketing Script
  • Tips and Tricks
  • Using Cheat Sheets
  • Making Connections

 Session 16: Going Above and Beyond

  • Fifteen Techniques for CCA Success
  • Customize Your Service

 Session 17: Handling Objections

  • Handling Objections
  • Making Connections
  •  Session 18: Closing the Sale
  • Closing the Sale

 Session 19: Feelings

  • Feelings
  • Making Connections

 Session 20: Changes in the Customer

  • The Changing Customer
  • Making Connections
  • What the Customer Wants

 Session 21: Negotiation Techniques

  • Mastering Negotiation Skills
  • Key Skills for Success
  • Allowing for Creative Flexibility
  • Preparation
  • The Rule of Value
  • Understanding Negotiating Styles
  • Practicing Negotiation
  • Making Connections

 Session 22: It’s More Than Just a Phase

  • Phases of Negotiation
  • Phase One: Preparation
  • Phase Two: Exchanging Information
  • Phase Three: Bargaining
  • Phase Four: Commitment and Closing
  • Negotiation Made Easier

 Session 23: High Impact Moments

  • Make It Count
  • Creating Case Studies

 Session 24: Tips for Challenging Callers

  • Tips and Tricks
  • Caller Behaviors
  • Up the Mountain

 Session 25: Dealing with Difficult Customers

  • Dealing with Problems
  • Dealing with Vulgarity

 Session 26: Phone Tag and Getting the Call Back

  • Phone Tag
  • Option One: The Referral
  • Option Two: The Third-Party Message
  • Option Three: The Warm Cold Caller
  • Option Four: The Straight-Ahead Pitch
  • Tips
  • Following Up
  • Making Connections

 Session 27: This is My Mentor

  • Roger’s Super Year

 Session 28: Stress Busting

  • Stress Busting

 Session 29: News from Within

  • Management Reports
  • Pre-Assignment Review
  • CCA Reports

 Session 30: Wrapping Up

  • It’s a Wrap – Just About!
  • Debrief

 Session 31: Close with Vocals

  • Hyoid Limbering
  • Hum
  • Sighing
  • The Diaphragmatic Breath

 Session 32: A Personal Action Plan

  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Soft skills are the “people skills” that ensure a person is capable of relating effectively with others. Soft skills usually include such personality traits as effective communication, work ethic, problem solving, teamwork, networking, motivation, time management, dispute resolution, flexibility, critical thinking and many similar traits.

Whereas hard skills are usually mechanical skills that have been learned, soft skills are somewhat harder to teach. Effective instruction will enhance latent and dormant abilities in the student. 

Interacting with people is a critical part of most jobs. The better your employees are able to interact with others, the better the results will be. Soft skills can make a crucial difference in internal communication, customer service and sales situations.

People with a broad range of soft skills are valued for their adaptability as they are able to transfer their skills from one workplace role to another with comparative ease.

Employers who have a customer service component in their business are particularly appreciative of employees who have a range of soft skills that are appropriate for customer service roles. Good customer service leaves a lasting impression. Great soft people skills can make all the difference.

Skill Builder Pro is an online membership to over 300 of the most important soft skills courses, that your can study from any device, including computer or mobile phone.
Included are:

  • Certificates and Course Transcripts
  • Free Personal Success Program
  • Free Career Planner Workbook
  • Quizzes and assessments

We offer two types of memberships, one for individuals and the other for businesses or people that need multiple people to access the courses.

The individual membership allows for one person to access the lessons and print off personalized certificates. These can be purchased on a yearly or monthly basis. 

For businesses we offer many different pricing options. Please contact us at support@skillbuilderpro.com if you require more than one membership. 

All packages come with a 7-day money back guarantee. This means that if during the 7 days of your first month or year with Skill Builder Pro you don’t want to continue then we’ll provide you with a full refund.

No, but we offer a 7-day money back guarantee for any plan purchased. If you’re not happy within 7 days we’ll process your full refund immediately, no worries whatsoever.

No, you’re not. You are only tied in for the duration of the plan you choose at the point of purchase. This could be six months or yearly.

Your plan will auto-renew at the end of that period, but if you cancel at any point before then it will not auto-renew. 

We will also send you a message before we process any renew payments.

Joining Skill Builder Pro course couldn’t be easier! Just head on over to our membership page and select the best option that suits your needs. If you have any questions, please contact us from the various methods listed on our contact page.

Online learning is just as easy – if not easier – than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

After you have completed your payment, you will be able to login with the credentials you created at signup. We also send a confirmation email with this info.

You can view all courses available by clicking the courses button top left of our website, once you have found the course you would like to take, go to the course page and select the large red button “Start Course”. This will open a window with the course.

You can also log in by using the log in button top right of website.

The average time required to complete a course is 3 – 6 hours, though you can take as long as you like as you have access to complete the course at your own pace.

Yes, assessments and quizzes are provided so you can test your knowledge to make sure you understand the course content.

All students who complete a course receive a certificate of completion.

You will also receive a transcript of course units and courses completed within Skill Builder Pro.

Skill Builder Pro is a job skill, soft skills, and personal development training platform with over 300 online courses. The courses are accessed online via the internet, and users provided with a login.

The course categories include, business skills, human resources, marketing, personal development, sales, management, workplace compliance and Microsoft.

Upon purchase you will have access to all the courses in Skill Builder Pro for a period of six months and is renewable.

Some of the companies we work with include Stack Social, CNN, Entrepreneur, Mashable, and many more.

We provide a 7-day money-back refund guarantee. Please send an email to support@skillbuilderpro.com to submit this request.

There are no entry requirements to take any of these courses. Everyone is encouraged to take these courses.

You do not require a High School Diploma; these courses are open to anyone who would like to study these topics.

These courses are only provided in English.

All the courses are based online and accessed through the Skill Builder Pro online platform via the internet.

Once you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive a username and password to log into the skill builder Pro Platform. If you have the internet and own a reliable computer or device, you will be able to log in and study the courses. Please remember to check your junk folder if you do not receive the email.

You can start immediately after finalizing the purchase of Skill builder Pro, using the username and password provided with your welcome email. Head here to signup https://skillbuilderpro.com/membership/

You do not need to be an expert, but you should be able to use a keyboard, the internet, and have basic skills with Microsoft.

You will have six months access Skill Builder Pro platform (or longer if you have purchased longer), there are no time limits, and you can take as long as you require to complete each course. Access is renewed at the end of six months.

All 300 job skill, soft skills, and personal development courses included, additionally, new courses added monthly, the online materials include content, diagrams, interactive instructions, and quizzes, plus you will receive a certificate upon completion.

You will receive a Certificate of Completion, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Plus, you can include it in your resume/CV, professional social media profiles, and job applications.

Taking the initiative and completing these courses shows potential employers you are willing to learn new skills to ensure that you have the necessary skills to achieve your tasks.

The Certificates are valid for life and do not need renewing. 

You can complete as many courses as you like.

We accept payments via PayPal, Credit Card, and Bank Transfer. Contact us at support@skillbuilderpro.com, to pay via bank transfer or PayPal.

If you are a business and wish to purchase for multiple people, please contact us at support@skillbuilderpro.com.

Yes, you can request for an invoice via email at support@skillbuilderpro.com

You can purchase this course as a gift, send an email to support@skillbuilderpro.com, with the details and we can accommodate this.

You can contact our support team at any time through live chat on our website, or email at support@skillbuilderpro.com.


Course Features

Need Help?


What other students have said about us

Vesna Kitanovska
Read More
I am going to realise that (after completing 13 Courses already) how much time I can save studying online. Is becoming a bit "addictive” but in a good way. I love it and every free time I am on to doing my exams or explore what other Courses is available out there to enroll later.
Debra Goodlander
Read More
I am an older manager and have ran into several of the examples you explained over the years with younger employees. Reading this has helped me realize where I may have gone wrong. I will be changing the way I handle all my employees. Thank you.
Philip Anthony Apps
Read More
The Courses have been very detailed and challenging. Different subjects and terminology well laid out and instructive. Key points well presented and course material written in a very informal patient way which keeps the note taking and reading interesting! overall thoroughly enjoyed this course and completing it!
Alicia L
Read More
I loved this course!! It's very informative and straight to the point. I appreciate the opportunity to be able to train for high demand jobs at a cost effective price. Thank you!!! God Bless.”
0 +
different courses
Hours of Classes
0 +
Happy Clients

Learn New Skills and Refresh Existing Skills with Skill Builder Pro

7-Day Money Back Refund Guarantee

To Perfect for individuals and businesses to boost their skills

Need More Info?

Please reach out if you need more info from us.

Log into Skill Builder Pro

Sign in to enjoy all our courses or

Need multiple users?

Please let us know what you are looking for.


Huge July Sale – Now Only $199, Save 60%