Strong communication and customer service skills are vital for success in any call centre environment. Whether handling sales, support, or conflict resolution, every call presents an opportunity to build loyalty, increase revenue, and elevate brand reputation.

This CPD-accredited Call Centre Training course is designed for current and aspiring call centre agents (CCAs) and customer service representatives (CSRs). It equips learners with the practical skills needed to succeed in fast-paced phone-based roles—covering customer service, sales techniques, emotional intelligence, stress management, and more.

What You’ll Learn

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

• Understand the influence of body language and vocal cues over the phone

• Master tone, cadence, and pitch for effective verbal communication

• Use questioning and active listening to improve customer satisfaction

• Deliver bad news and say “no” with professionalism

• Apply negotiation strategies that drive positive outcomes

• Craft and convey clear, meaningful messages to customers

• Utilise communication tools to streamline call handling

• Personalise interactions to build long-term customer relationships

• Improve vocal confidence and delivery under pressure

• Apply stress management techniques to maintain productivity

Course Overview

• Format: Fully online, interactive and self-paced

• Materials: Includes downloadable course documentation

• CPD Accreditation: Nationally recognised by the CPD Certification Service

• CPD Hours: Counts towards your Continuing Professional Development

• Access: 24/7 access for 12 months

• Support: Unlimited tutor support via email

• Progress Tracking: Resume anytime and pick up where you left off

• Device Compatibility: Accessible on desktop, laptop, tablet or mobile

Assessment & Certification

• Exam Format: Online multiple-choice questions

• Pass Mark: 75% required to pass

• Certification: CPD-accredited PDF certificate available immediately upon passing

• Hard Copy: Option to order printed certificate

• Retakes: Unlimited attempts at no extra charge

Why Take This Call Centre Training?

Call centres are central to customer experience, yet many agents operate without formal training. This course bridges that gap, ensuring your staff have the tools to deliver service that meets today’s expectations and tomorrow’s demands.

Whether you’re looking to upskill as an individual or improve team performance, this course provides expert-level guidance grounded in real-world experience.

About Us

We are a UK-leading provider of accredited online training with a track record of delivering high-quality education across various sectors. Our training aligns with key regulatory and industry standards, including:

• CPD – Continuing Professional Development

• HSE – Health and Safety Executive

• QCF – Qualifications and Credit Framework

Our mission is to make learning accessible, flexible, and results-driven—without compromising on quality.

Course Duration

Course length depends on experience level:

• Level 1: ~1 hour

• Level 2: ~2 hours

• Level 3: ~3 hours

Learners have 12 months’ unlimited access with no enforced completion deadline.

Tutor Support

We offer unlimited online tutor assistance throughout your training. Our experienced educators are on hand to answer questions, provide clarification, and ensure you stay on track.

Enrol Today

Start building the confidence, communication skills, and sales techniques needed to thrive as a call centre professional. This flexible online course lets you learn at your own pace—and earn a recognised CPD certificate upon completion.