10 Telephone Skills Training Courses
We’ve compiled a list of telephone skills training courses intended for employees in the call center and customer service industry. To help upskill employees, especially those in the call center and customer service industries, we included courses that cover topics such as phone call techniques and etiquette, communication skills, and customer service.
1. Call Center Customer Service
This Call Center Customer Service course can help you onboard employees new to the call center role and allow them to learn various skills and techniques required for the job. This 5-part telephone skills training course is also created to support your team in acing the call process. It includes lessons about call preparations, phone etiquette, and other essential call information. They’ll also learn how to properly hold and transfer calls, which can sometimes be a source of frustration and objections for customers if not handled well. This course also tackles ways to deal with difficult customers, which is an important skill especially for a role that constantly interacts with people from all walks of life.
No need for phone etiquette training PowerPoint presentations. This course is available in EdApp’s course library making it readily deployable for your team. And, it’s also completely editable so you can add your own expertise on customer service or include best practices specific to your company.
Scope:
- How to effectively prepare for calls
- Customer service etiquette
- Parts of a call
- Holds & transfers
- Ways to help difficult customers.
Cost: Free
Created by EdApp
Explore the course
2. Generating Leads through Cold Calls
Generating Leads through Cold Calls is another telephone skills training course available for free in EdApp. It kicks off with a lesson on the importance of sales leads and cold calls for a better understanding of your customers. It then goes into detail about the structures of an effective cold call and how to utilize it to generate more leads for the business.
The training program’s microlearning approach makes key information more digestible which helps improve employees’ knowledge retention. Combined with gamification features, the lessons on this course become more fun and engaging for your learners.
Scope:
- Cold calls and leads
- Anatomy of an effective cold call
- Mastering cold calls to gain leads
Cost: Free
Created by EdApp
Explore the course
3. Customer Service 101
The Customer Service 101 course offered by Universal Class is designed to guide anyone in any business – no matter from which department – in providing stellar customer service. This course delivers a comprehensive understanding of customer service for your key employees. It also introduces ways to exceed customer expectations with vital customer service skills. To help you in your telephone skills training, it covers topics such as telephone call etiquette and techniques. Once practical knowledge is established, it then discusses how to build relationships with customers, and how to effectively interact with them under different circumstances.
In Universal Class, courses include a syllabus, video-based lessons, and exams and assignments for knowledge assessment and reinforcement. While the course is designed for self-paced learning, it can only be accessed and completed within 6 months via a web browser. A minimum of 70 percent final grade upon course completion is required to earn a certification.
Scope:
- Understanding customer service
- Key customer service skills
- Telephone call etiquette and techniques
- Customer service policy, CRM
Cost: $50 USD (no certification) - $75 USD (with certification)
Created by Universal Class
Explore the course
4. Contact Center Basics
Industry veterans, reps, and professionals from The Call Center School developed the Contact Center Basics course to empower customer service agents and provide them with comprehensive customer service training ideas about contact center operations. They also designed it as a foundational onboarding program for new customer service employees. This course is divided into 3 modules that discuss the definition of contact centers, contact center operations, as well as performance measures and professional employee development. Some of the other topics covered in the lessons include the differences between call centers and contact centers, functions of contact center key departments, and the core technologies used in contact centers. The last part of the training program highlights the importance of shared objectives in contact centers and the benefits of having a professional development plan.
Scope:
- Defining contact center
- Contact center operations
- Performance measures and professional development
Cost: $19 USD
Created by The Call Center School
Explore the course
5. Excellent Customer Service Through Communication
Also available on EdApp, Excellent Customer Service Through Communication helps your learners develop essential communication skills. This is done by guiding your employees on proper enunciation, establishing active listening, paying attention, and building speaking confidence. Learnings from this course are applicable especially on phone call activities with clients and customers. This good customer service team training will not only help employees communicate better but also allow them to establish better customer satisfaction and create more meaningful connections.
With EdApp, encouraging and motivating your employees is made easy through its Achievements feature. Achievements are a unique way to celebrate your team’s progress with customizable banners and badges to keep them engaged throughout their training.
Scope:
- Enunciation
- Active listening skills
- Soft skills, cues
- Confidence building
Cost: Free
Created by EdApp
Explore the courseExplore our library including telephone skills training courses.
6. Speaking with Confidence
Confidence is one of the key aspects of speaking with clients as representatives of a brand or service. With that in mind, EdApp created the Speaking with Confidence course to empower customer service agents. It also helps them improve their verbal communication skills and ultimately boost their confidence when speaking with customers. The course provides some tips on how to interact in an assertive but respectful way, hold better conversations with clients, techniques to eliminate verbal fillers, and ways to practice fluency.
Lessons of this course are structured in bite-sized chunks that only take a few minutes to complete. It also incorporates learning formats like audio narration and short-form videos, which make the training more interactive for your learners. There are also a few gamification elements like find-a-word, categorize and match, and elevator games to ensure higher course engagement and retention rates.
Scope:
- Ways to speak confidently
- Improving communication skills
- Holding better conversations
Cost: Free
Created by EdApp
Explore the course
7. Customer Service: Handling Complaints
Offered on EdApp, the Customer Service: Handling Complaints course by Università di Firenze covers tips and techniques to address customer complaints and negative reviews and different ways to resolve them efficiently. Knowing how to address these issues plays an important role in strengthening customer relationships as it turns complaints and negative feedback into a positive customer experience. The lessons also discuss the ways to make customers feel at ease during a complaint, some of which include showing empathy, listening actively, and giving your customers full attention. It also delves into the LAST (listen, apologize, solve, thank) strategy and how it can be used to manage online complaints.
Through EdApp’s powerful authoring tool, you can edit, rebrand, and deploy this course directly to your workers’ mobile device in just a few easy clicks.
Scope:
- Working with customers and their complaints
- Addressing online complaints
- Handling negative reviews
Cost: Free
Created by EdApp
Explore the course
8. First Class Phone Skills
First Class Phone Skills is another telephone skills training course designed by The Call Center School that focuses on foundational good communication skills and telephone etiquette for call center representatives. Divided into 3 modules, this training program covers everything from call flow and phone etiquette essentials to power phrasing and vocal techniques. Some of the topics discussed include the importance of first impressions, caller shuffle, voice messaging etiquette, the power of positive words, commonly misused and mispronounced words, vocal impression, and vocal characteristics. By the end of the lessons, customer service agents will be able to effectively open and close calls, avoid negative phrases, select the right words to convey a message, overcome communication challenges, and maintain good vocal health.
This self-paced online training program provides learners with a mix of different formats, including video, narratives, scenarios, and self-assessments, all of which make the learning experience more fun and interactive.
Scope:
- Navigating a customer call
- Power phrasing, tone of voice
- Vocal makeover
Cost: $49 USD
Created by The Call Center School
Explore the course
9. Online Customer Service Training Course
Anyone working in the customer service role at any level of employment can benefit from High Speed Training’s Online Customer Service Training course. This course upskills your employees so they can provide the best experience and service for your customers – no matter which platform they operate in, may it be phone calls, emails, or in-person. With this 5-part course, your employees will have a deeper understanding of what encompasses excellent customer service. They’ll also develop skills essential in communicating and providing the customers with their needs.
By the end of the last lesson, your employees will be given an assessment test where they are expected to achieve at least an 80 percent score. They can also earn a certificate upon successful course completion.
Scope:
- Comprehensive understanding of customer service
- Body language and listening
- Communication
- Dealing with complaints
- Evaluating customer service
Cost: €25 EUR + VAT
Created by High Speed Training
Explore the course
10. Effective Communication
The Effective Communication course offered by EdApp recognizes the importance of improving communication skills when speaking to an audience – personally or virtually. This course goes over topics, such as revamping communication skills, speaking publicly and effectively, and connecting virtually while still maintaining a personal connection. Insights from the course will help your employees turn into better communicators who drive action among an audience, whether in person, online setting, or telephone call.
EdApp provides social learning features in its platform that allow your learners to share their ideas on any lesson slide. They can also use this to practice their communication skills and gather feedback.
Scope:
- Revamping communication skills
- Speaking in public effectively
- Connecting virtually
Cost: Free
Created by EdApp
Explore the courseDevelop excellent communication skills with telephone skills training courses
Telephone skill is a significant skill for employees working in a call center, customer service, and sales industries or departments. These employees serve as representatives of the company that directly communicate with clients about a product or service. It's not enough that they are equipped with the knowledge about your company's offerings. It's equally important that they know how to communicate effectively with customers, especially through calls. Through telephone skills training, your employees will learn phone call techniques and etiquette. It will also help them develop skills in interacting with customers and handling their problems and concerns.