10 telephone skills training courses

Generating Leads through Cold Calls is another telephone skills training course available for free in Mitti (by SafetyCulture). 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 in this course become more fun and engaging for your learners.

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 this telephone etiquette training 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 certificate.

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, the 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.

Also available on Mitti (by SafetyCulture), Effective Communication in Customer Service helps your learners develop essential communication skills. This course focuses on active listening, making sure that both the agent and the customer understand each other clearly.

Throughout the course, your team will learn practical tips for listening better and figuring out what might make communication harder. They’ll discover common problems that can get in the way of listening and how to fix them. By the end of the training, your team will feel more confident handling customer calls.

With Mitti (by SafetyCulture), 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.

When emotions are high and patience is low, it’s important to connect with callers. This course helps call center representatives improve their phone skills by focusing on understanding customers' feelings. They'll learn what empathy means and how to use it during calls. By practicing empathy, they can create a better experience for customers, even when things get tough.

Lessons in this course are structured in bite-sized chunks that only take a few minutes to complete. 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.

Offered on Mitti (by SafetyCulture), 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 Mitti (by SafetyCulture)’s powerful authoring tool, you can edit, rebrand, and deploy this course directly to your workers’ mobile devices in just a few easy clicks.

This is another customer service phone training course designed by The Call Center School. It 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 impressions, 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.

Anyone working in a 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 on – 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.

The Effective Communication course offered by Mitti (by SafetyCulture) 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.

Mitti (by SafetyCulture) 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.