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Certificate In Call Centre Training Online Course

Lift Your Confidence & Your Sales Numbers To New Heights

Lift Your Confidence & Your Sales Numbers To New Heights 

A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

By studying this course you will gain practical skills and confidence to lift your sales numbers or even improve the value of a sales team once you move into a management position, all of this contributing to the growth and success of your workplace. 

By the end of this course, you will be able to:

  • Define and understand call centre strategies
  • Identify different types of buying motivations
  • Creat SMART Goals
  • Familiarise yourself with strategies to sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks

Course Fast Facts:

  1. Easy to follow and understand
  2. Only 6 to 8 hours of study is required
  3. Unlimited, lifetime access to online course
  4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  5. You can study from home or at work, at your own pace, in your own time
  6. Download printer friendly course content
  7. Certificate (IAOTS Accredited)

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

This course is internationally recognized and accredited by the International Association of Online Training Standards (IAOTS). The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Sales and Marketing Courses

You can never learn too much when working in sales and marketing, so if you’d like to hone your skills, browse through our range of sales and marketing soft skills courses!

Module One - Getting Started

Module Two - The Basics (Part 1)

  • Defining buying motives
  • Establishing a call strategy
  • Prospecting
  • Qualifying

Module Three - The Basics (Part 2)

  • Getting beyond the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting

Module Four - Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly - tone of voice
  • Effective listening

Module Five - Tools

  • Self - Assessments
  • Utilizing sales scripts
  • Making the script your own
  • The sales dashboard

Module Six - Speaking like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result

Module Seven - Types of Questions

  • Open questions
  • Closed questions
  • Ignorant redirection
  • Positive redirection
  • Negative redirection
  • Multiple choice redirection

Module Eight - Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits

Module Nine - Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • Motivation
  • Overcoming limitations

Module Ten - Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques

Module Eleven - Closing

  • Knowing when it's time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale

Module Twelve - Wrapping Up

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:


  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)


  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

5 September 2017 02:56:07 PM

Great short course, very informative

1 September 2017 10:16:46 PM


17 August 2017 08:28:05 AM

GReat and interesting course. Well laid out and lots of information.

13 August 2017 11:16:55 PM

Excellent Understanding of the different areas covering customer service and hints and tips of how to be better and deliver more.

5 August 2017 03:47:10 PM

Great course! Highly recommend this for all business owners.

5 August 2017 12:06:33 PM


22 July 2017 05:58:40 AM

Very usefull

20 July 2017 01:25:29 AM

Good course

16 July 2017 06:06:51 AM

very good course

10 July 2017 07:40:41 PM

Good course.

9 June 2017 06:06:50 AM

Good info for those serious about using customer service and what to do what not to do.

1 June 2017 09:30:46 PM

Great online course.

18 May 2017 09:06:08 AM

Great Course!

18 May 2017 08:48:23 AM

Great course!

16 May 2017 07:34:10 AM

Easy to learn

30 April 2017 11:31:35 PM

achieve with excellence

26 April 2017 11:24:05 PM

Brilliant topic. Good knowledge.

17 April 2017 12:24:23 PM

Many information

4 March 2017 10:24:15 AM

Brilliant Course

25 February 2017 12:37:19 AM

Nice course with a lot of interesting information.

23 February 2017 10:11:12 PM

in depth

14 February 2017 12:43:39 PM

Challenging but detailed, everything you want a course to be

6 February 2017 05:18:23 PM

interesting module

5 February 2017 05:18:19 AM

Very Informative. Would recommend

2 February 2017 10:49:38 AM

Good pointers

23 January 2017 07:34:45 PM

good info and quick

20 January 2017 06:13:00 AM

good course. Helpful info to defuse bad situtions

17 January 2017 05:37:38 AM

Great course

17 January 2017 04:21:27 AM

Great subject to cover. Very informative

16 January 2017 05:09:37 AM


11 January 2017 07:45:37 PM

Alot to offer in this course, great presentation at the end also.

9 January 2017 12:31:41 PM


9 January 2017 07:58:45 AM

Do the course!

12 December 2016 09:32:54 AM

Thank you for all the helpful tips!

5 July 2016 10:12:09 AM

Very Helpful

28 June 2016 01:17:17 PM

I've been in the customer service industry for over a decade and this module definitely covers a ton of the ideology around excellent customer service. Highly recommend this module to anyone.

23 June 2016 07:59:17 PM

enjoyable topic

19 June 2016 03:25:01 PM


13 June 2016 06:22:46 PM

Excellent pace for what I need

9 June 2016 03:03:44 PM

Informative and helpful, gained a better outlook on customers needs and how to address situations in difficult times.

3 June 2016 02:28:57 PM


13 May 2016 12:48:51 AM

perfect material

16 March 2016 08:34:28 PM

very interesting course

13 March 2016 02:48:44 PM

Well rounded beginners course. Appreciated the tips on managing difficult customers immensely.

23 February 2016 09:26:47 PM

call center work requires multiskilling and committement to completing what the customer wants or expects.

13 February 2016 08:11:09 AM


13 February 2016 08:08:38 AM


8 February 2016 06:29:28 AM

I have worked yeas in customer service positions I felt this course was accurate and easy.

7 February 2016 10:05:01 AM

This course really going to help me long way.

18 January 2016 02:57:59 PM

I thought the course was a good start at teaching the basics of call center training.

27 December 2015 10:04:31 PM

when attending to a customer it is important to always wear a smile.

7 December 2015 04:48:12 PM

This course was easy to navigate. I enjoyed the information in this course.

7 December 2015 02:42:40 AM

I liked this course a long time.

21 November 2015 01:29:06 PM

Very helpful.

6 November 2015 03:49:36 AM

easy to follow

19 October 2015 11:36:22 PM


19 October 2015 02:40:44 PM

I found the course informative. Each module was easy to access and easy to understand.

19 October 2015 02:06:00 PM

good info.

16 October 2015 10:47:23 PM

I found the length of the course sufficient to study in smaller blocks and for me this was very useful and one of the reasons why I chose the course. The material was well presented, to the point and reinforced with case studies relating back to the course material just read. As someone who has worked in offices and accustomed to speaking to customers on the phone I found some of things I was already doing mentioned in the course and others, such as the "Bench Marking" topic, presented a different way of thinking. My main reason for taking the course was to add value to my CV and provide the option of call centre work in the future.

7 October 2015 09:58:06 AM

very helpful in dealing with customers

28 September 2015 04:07:31 AM

The information was a helpful reminder to already learned practices.

23 September 2015 03:42:46 PM


22 September 2015 01:09:28 AM

I'm very pleased in how the course is so far. very informational, I really like it, trying to absorb as much as I can and off course I will try to put everything on practice as soon as I can. I do recommend this course.

13 September 2015 09:53:07 PM

Thank you

13 September 2015 12:42:53 AM


10 September 2015 10:42:47 PM

the course is good

7 September 2015 07:48:47 PM

Easy to follow course. Good value for money

2 September 2015 05:34:49 AM

great course

1 September 2015 12:22:31 AM

A very helpful insight on the art of managing calls as a call centre agent.

30 August 2015 06:22:00 PM


25 August 2015 02:19:48 PM


24 August 2015 09:46:45 PM

Informative and easy to understand

13 August 2015 12:53:41 AM

great information and very helpful

12 August 2015 01:28:37 PM

Good course

8 August 2015 02:02:14 AM

Well written script.

27 July 2015 07:10:33 PM

enjoying the course, already completed a course dealing with customer service, this was a good refresher.

23 July 2015 03:01:28 PM

Great case Studies!

20 July 2015 09:54:26 PM

Sensible advice

10 July 2015 08:27:30 PM

I found it quite informative and I am excited for future prospects. Thank you.

21 June 2015 03:18:10 PM

Great Review

27 May 2015 08:57:43 PM

Learned so much and I know this will help me a lot. Thanks!

26 May 2015 02:54:33 AM

This short course has prepared me well for working in a call centre. It has covered information I did not know was part of working in a call centre. I feel very well equipped and confident for working as a customer representative etc..

Thank you very much.

12 May 2015 11:57:25 PM

Great course

23 April 2015 09:23:10 AM

the course was somewhat informative.

28 March 2015 04:57:03 AM

I feel that this course is very informative and although in my current role I do not sell items over the phone, I believe this is very helpful for me on how to speak to customers over the phone. I feel that this course is very good.

26 March 2015 10:50:41 PM

Very useful course as a reminder of all I have learnt over the years,

9 March 2015 03:35:39 PM

Thank you

3 March 2015 08:48:03 AM


20 February 2015 02:58:25 PM

the course content was simple and easy to read.

14 February 2015 09:43:32 PM

good course

20 January 2015 09:23:32 PM

Found this course very interesting

8 January 2015 12:54:21 AM

Very simple and easy to understand. Great course. Definitely recommend it.

27 December 2014 06:04:54 PM

easy to understand and useful

24 December 2014 08:32:30 AM

The course is very well structured, I love the theoretical parts, and it being narrowed down in powerpoint, I loved the reads, it is something I shall take on board with my to be a successful customer service representative.

9 December 2014 02:36:57 PM

Very helpful with useful tips.

2 December 2014 05:15:14 PM

Great course

20 November 2014 09:35:24 AM

I thought this was very helpful for my job.

7 November 2014 03:06:06 PM


21 October 2014 07:20:47 AM


14 October 2014 01:46:58 AM

interesting facts which I didn't know of before. useful informations

4 October 2014 07:09:01 AM

I really enjoyed how the course was made. Easy understand full. Making to think more positively and makes you willing to learn more about it!!

1 October 2014 01:40:52 PM

Thank you for this course.

11 September 2014 02:35:37 PM

The course was very well structured and precisely explained. The way the course is assessed is also good.

15 August 2014 06:44:01 AM

I found this course very informative. It was a very comprehensive introduction to the job and roll of customer services.

6 August 2014 12:09:10 PM

Great short course

6 August 2014 12:05:16 PM

Great short course

31 July 2014 04:40:02 PM

This course has helped me understand new whys of how to deal with difficult customers and to keep the positive attidude.
This has helped in a number of ways tbuild more self confidence in myself as well

31 July 2014 12:57:04 PM

i found this course every helpful for allot of things not just on how to deal with difficult customers, but ways to improve my positive attitdue not just for my customers but other customer servie memebers.

23 July 2014 12:11:22 PM

Course very easy to navigate through

22 July 2014 08:31:00 PM

This course was very interesting. I will keep it in my head as a reminder!!! :D :D :D

15 July 2014 12:40:16 PM

Good Course

9 July 2014 05:02:56 PM

It is very good and useful course.

3 July 2014 10:55:16 AM

The layout of the course was great. Easy to follow.

2 July 2014 03:28:00 PM


2 July 2014 02:45:00 PM


30 June 2014 12:25:09 PM

good course

30 June 2014 11:11:40 AM

We have used this as a refresher course for our Customer Service team and I have found it very beneficial. The course if very clear and easy to follow. It has also provided a number of great tips to provide excellent customer service.

26 June 2014 01:11:46 PM

Excellent Course!

25 June 2014 09:50:57 AM

I found this course really helpful!

20 June 2014 12:01:01 PM

Tis course has been very helpful in refreshing the role of customer Service

20 June 2014 10:38:41 AM

Very informative

19 June 2014 02:53:25 PM

This course has been very useful and I have enjoyed participating.

19 June 2014 02:33:28 PM

I have found this to be very useful and informative

19 June 2014 02:12:56 PM

course was very useful

19 June 2014 01:10:54 PM

this course is very helpful in identifying customers needs and wants

13 June 2014 11:05:13 AM

This course was beneficial to me because it was like a crash course in Customer Services with all or most of the necessary information all compiled in one place

29 May 2014 07:46:05 PM

The information is detailed and very well constructed which makes it easy to read and understand.
It provided a lot of useful information which will help in the workforce.

21 May 2014 10:41:13 AM

Excellent course, learnt a lot of new information

14 May 2014 12:31:55 PM

I found this course very informative and think it would be a perfect course for someone starting out in a customer service role.

11 May 2014 08:47:39 PM

I found it very informative and enjoyed this course

1 April 2014 01:28:53 PM

I learned a lot from this course.

19 March 2014 07:12:30 PM

after reading all the modules I found the information regarding customer service very interesting and has giving me the basic service to which I will provide on a day to day basis.

18 March 2014 09:54:31 PM

I found this course very useful and relevant.

18 March 2014 01:36:36 PM

Covers all the basics

17 March 2014 11:34:51 AM

I really enjoyed this course, one on one no distractions and you can do in your own time

13 March 2014 01:36:31 PM

interesting topic

24 February 2014 01:59:40 AM

A well written course, easily to follow and understand , some very useful and positive information.

3 February 2014 12:45:20 PM

I found this course to be insightful and very helpful. I look forward to using these skills in the future.

9 January 2014 07:51:47 AM

Simple course

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Course Summary

Course ID No.: 020CCT
Delivery Mode: Online
Course Access: Lifetime Course Access
Time required: Study at your own pace
Qualification: Certificate (IAOTS Accredited)