Call centre training is essential for any business relying on phone-based customer interactions. Whether you’re handling sales, customer complaints, or general inquiries, how your team communicates over the phone directly impacts customer satisfaction and business success.

This CPD-certified online training course equips call centre agents—also known as Customer Service Representatives (CSRs)—with the communication skills, confidence, and strategies to thrive in high-volume, high-pressure environments. From building rapport to managing difficult conversations, this practical course covers the core elements of both customer service and sales.

Whether you’re new to the role or looking to sharpen your existing skills, this course provides real-world tools you can immediately apply.

What You Will Learn

By completing this course, you will gain practical techniques to:

• Understand the impact of body language and tone of voice in phone conversations

• Apply vocal techniques such as pitch, cadence, and pacing for clearer communication

• Improve questioning and active listening skills

• Deliver difficult messages professionally and empathetically

• Handle objections and negotiate effectively

• Create and deliver meaningful, customer-centric messages

• Use tools to streamline communication and improve customer satisfaction

• Build personalised interactions that strengthen customer relationships

• Reduce stress and manage high-call-volume pressure with ease

Course Features

• Format: Interactive online training with downloadable course materials

• Certification: Nationally recognised and CPD accredited

• CPD Hours: Contributes towards your CPD professional development hours

• Access: Learn at your own pace with 24/7 access for 12 months

• Support: Unlimited tutor assistance via email

• Learning Records: Course history and certification stored indefinitely

Assessment & Certification

• Exam: Online multiple-choice assessment

• Pass Mark: 75% required to pass

• Results: Instant grading on completion

• Retakes: Unlimited attempts at no additional cost

• Certificate: Downloadable CPD-accredited PDF certificate upon successful completion

• Hard Copy: Optional printed certificate delivered to your address

Why Choose Our Call Centre Training Course?

We are a trusted provider of online training solutions across the UK. With a strong track record in both private and public sectors, our courses are developed in line with national standards, including:

• Continuing Professional Development (CPD)

• Health and Safety Executive (HSE)

• Qualifications and Credit Framework (QCF)

With over 100 courses available, we support individuals and businesses with practical, flexible, and affordable online learning. All courses are designed for induction, skill-building, or refresher training—ideal for today’s fast-paced business environment.

Course Delivery & Duration

• Platform: Delivered through our dedicated e-learning portal

• Content: Engaging, easy-to-follow modules with real-world scenarios

• Average Duration:

  • Level 1 – 1 hour

  • Level 2 – 2 hours

  • Level 3 – 3 hours

• Access Time: Available for 12 months with no pressure to complete within a set time

Tutor Support & Compatibility

We provide unlimited tutor support throughout your learning journey. Reach out any time with questions or concerns—our expert team is ready to assist you.

Courses are compatible across all devices including desktops, laptops, tablets, and smartphones. We recommend using Google Chrome for the best experience.

Get Started Today

Master the essential communication and customer service skills needed to succeed in a call centre environment. Enrol in this CPD-accredited Call Centre Training course and start improving your performance today.