An Intensive 5-day Training Course
Call & Contact Centre Workshop
Practical Skills to Enhance Customer Satisfaction
CLASSROOM DATES
INTRODUCTION
The call and contact centre is the heartbeat of customer engagement in most organizations. It serves as the main channel for connecting with clients, solving problems, and creating positive customer experiences that build loyalty and trust. The Call & Contact Centre Workshop by EuroMaTech provides participants with essential techniques and tools to handle calls professionally, manage customer expectations, and turn conversations into lasting relationships.
This highly interactive training course helps participants refine their communication, listening, and problem-solving skills while learning to manage challenging situations confidently. Through hands-on practice and expert coaching, attendees will gain the confidence to represent their organization effectively and maintain consistent quality in customer interactions.
By the end of this Call & Contact Centre Training, participants will understand how to manage calls efficiently, improve satisfaction levels, and identify potential cross-selling or up-selling opportunities that contribute to business growth.
Participants attending the Call & Contact Centre Workshop will develop:
- Enhanced telephone communication and listening skills
- Confidence to manage customer expectations professionally
- Ability to handle difficult calls calmly and effectively
- Techniques for maintaining rapport and empathy with callers
- Skills to identify and respond to sales opportunities during service interactions
TRAINING OBJECTIVES
This EuroMaTech Call & Contact Centre Workshop aims to enable participants to:
- Deliver high-quality customer service and support through effective communication
- Create a strong first impression and build positive caller relationships
- Listen actively and use questioning techniques to identify customer needs
- Handle difficult or emotional customers with confidence and professionalism
- Develop strategies for managing time and call flow efficiently
- Recognize cross-selling and up-selling opportunities naturally
- Improve outbound call success through structured approaches
- Strengthen overall customer satisfaction and loyalty
WHO SHOULD ATTEND?
This Call & Contact Centre Training Course is ideal for professionals working in customer service, support, and sales roles who interact with customers over the phone or other remote channels. It will be particularly beneficial for:
- Customer Service Advisors and Representatives
- Call and Contact Centre Agents
- Telesales and Telemarketing Professionals
- Team Leaders and Supervisors
- Client Support Executives
- Customer Relationship and Experience Officers
- Anyone responsible for maintaining high-quality customer communication
TRAINING METHODOLOGY
This EuroMaTech training course combines theory, practical exercises, and real-world call simulations to create an engaging and effective learning experience. Participants will engage in group discussions, role plays, and one-on-one coaching to apply best practices in live customer interaction scenarios.
The course uses a blended learning approach — 50% theoretical and 50% experiential — allowing participants to practice techniques immediately. Activities such as case studies, video analysis, and peer feedback ensure delegates develop practical communication skills that can be implemented immediately upon returning to their workplace.
TRAINING SUMMARY
The Call & Contact Centre Workshop by EuroMaTech equips participants with the essential skills to deliver outstanding customer experiences and build stronger relationships through effective communication. The course focuses on practical techniques for managing customer interactions, resolving issues, and maintaining professionalism under pressure.
Delegates will leave this course confident in their ability to engage customers, manage expectations, and identify opportunities to enhance both customer satisfaction and business results. By applying these principles, participants will contribute directly to improving service quality, loyalty, and organizational reputation.
TRAINING OUTLINE
Day 1: Understanding Customer Service
- Overview of Call and Contact Centres
- The Role of the Call / Contact Centre and the Agent/Advisor’s Role
- The Importance of Service Standards and Consistency in the Way Customers are Treated
- Impact of a Call / Contact Centre on Business Goal Setting, Objectives and Outcomes
- Delivering Value to The Business: Why Key Performance Indicators (KPIs) Matter
- Core Customer Service Skills
- Active Listening
- Creating Empathy and Respect
- Problem Solving
- Differentiating Between Product Features and Benefits
- Becoming Customer Focused
- The Essential Elements of Service Excellence
- Understanding What Makes Customers Satisfied
- Selling the Way Your Customer Wants to Buy
Day 2: Essential Telephone Skills
- Making the Call
- Getting Through to the Decision Maker
- Different Types of Gatekeepers and How to Get Past Them
- Using a Professional Greeting to Create a Good First Impression
- Creating a Positive Impression
- Creating a Connection Through Your Tone of Voice, Speaking Clearly and Distinctly
- Projecting Friendliness, Confidence, Expertise and Interest in Them
- Tuning into Their Voice, Language and Personalities
- Establishing Rapport on the Phone
- Interacting Positively with Callers and Making Them Feel Valued
- Remaining Calm, Personable, Friendly, Helpful and Respectful
- Being Natural and Conversational so the Caller Relaxes
- Key Questions to Uncover What They are Interested in
- Guidelines for Closing the Call
- Recapping on Their Needs and Expectations and How Your Company Can Meet Them
- Using Pre-Closing Questions That Lead to Callers Making a Commitment
- Agreeing Next Steps and Follow-Up
- Ensuring the Call is Followed Up and Promises Actioned
Day 3: Delivering Excellent Customer Service
- Truly Understanding Customers’ Needs
- Types of Customers and How They Like to Be Served
- Differentiating Between Customer Needs, Wants and Expectations
- Uncovering How Your Products & Services Meet Their Needs
- Taking Account of Multicultural and Global Customers
- Developing Rapport Through Verbal and Non-Verbal Communications
- Producing an Attractive Voice – Pitch, Tone, Rhythm, Loudness, Resonance & Inflection
- Creating a Mood by Smiling, Other Facial Expressions and Gestures
- Posture and Breathing for a Good Technique
- Matching Your Caller’s Speech and Intensity
- Providing Solutions & Adding Value
- Being Positive and Helpful
- Developing the Disciple of Active Listening
- Using Positive Language and Affirmation to Develop Empathy
- Questioning Techniques to Uncover Needs
- Dealing with Difficult Customers
- Techniques for Listening and Responding Under Pressure
- Identifying Why They are Angry, Irritated or Upset and How to Respond
- The Trigger Points That Cause Unnecessary Escalations of Tension
- Behaviours That Will and Won’t Bring the Interaction to a Successful Conclusion
Day 4 : Managing Inbound Sales and Service Calls
- Delivering Service Excellence
- Uncovering the Reason for Their Call and the Solution They Expect
- Questioning Techniques to Check Understanding
- Presenting Solutions to Their Problem in a Way That Satisfies
- Dealing with Customer Complaints.
- Viewing Complaints as Opportunities
- Identifying the Root Causes of the Problem
- Sincerely Apologising and Thanking Customers for Complaining
- Ensuring the Problem is Fixed to the Customer’s Satisfaction
- What to do When You Can’t Say Yes
- Giving a Reasonable Explanation
- Suggesting Options and Alternatives
- Remaining Friendly, Understanding, Fair and Empathic
- Escalating if the Caller Remains Dissatisfied
- Turning Service Calls into Prospective Sales
- Recognising Sales Opportunities During Inbound Calls
- Confidently Asking Questions that Generate Sales Leads
- Introducing Ideas and Making Suggestions in a Natural and Conversational Way
- Confidentially Cross Selling and Up Selling
Day 5: Making Outbound Sales Calls
- Structuring Outbound Calls
- Preparing Effectively: Five Steps to a Successful Sales Call
- Opening Calls with Benefits for the Prospective Customer
- Building an Elevator Pitch That Gets a Positive Response
- Using Open-Ended Questions to Uncover Information and Help Tailor Your Pitch
- Overcoming Objections
- How to Recognise Different Types of Objections
- Rehearsing Responses to Common Objections in Advance
- Six Easy Steps to Handle Surprise Objections
- Effective Closing Strategies
- Testing Assumptions About Readiness to Buy
- Trialling a Close to Check Your Assumptions
- Confirming Their Intention to Buy
- Insuring Against Buyer’s Remorse
- What if they Don’t Buy
- Gathering Information for Future Calls
- Offering a ‘Lead Magnet’ to Keep Them Interested
- Agreeing How You Will Stay in Touch
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ACCREDITATION
EuroMaTech is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.NASBARegistry.org.
Euromatech is a Knowledge & Human Development Authority (KHDA) approved training institute in Dubai, licensed and approved to deliver training courses in the UAE.
The KHDA is the regulatory authority in the UAE, that oversees administering, approving, supervising, and controlling the activities of various education providers in the UAE. We are proud of our commitment to ensuring quality training courses and status as a KHDA-approved training provider.
FAQ
EuroMaTech provides a range of ISO certification and compliance training courses, including:
- ISO 9001 – Quality Management Systems Training
- ISO 45001 – Occupational Health & Safety Management Training
- ISO 14001 – Environmental Management Systems Training
These courses help organizations adopt internationally recognized standards and improve their overall performance.
To register for a training course, you can:
- Visit the EuroMaTech website, browse the available courses, and follow the online registration process.
- Contact EuroMaTech’s support team for assistance with course selection or inquiries about corporate training solutions.
EuroMaTech stands out as a leader in training and professional development due to:
- 30+ years of experience delivering high-impact training courses across industries.
- Accreditations from leading institutions, ensuring top-tier course quality and recognition.
- A portfolio of thousands of training courses, serving professionals at every level.
- A focus on innovation and future-ready learning models, including blended and digital training.
- Long-term partnerships with organizations globally, ensuring sustained success through talent development.
EuroMaTech has successfully delivered thousands of training courses, with thousands of professionals from over 50 countries attending annually.
We are happy to share the profiles of our expert instructors. To learn more about their qualifications and experience, please contact us info@euromatech.com
We provide two flexible training formats to suit your preferences:
- Classroom Training: Experience in-person learning with expert instructors. Engage in interactive discussions, hands-on activities, and benefit from face-to-face networking.
- Online Training: Join live online sessions from anywhere, offering flexibility for those with busy schedules or who prefer remote learning.
- In-House Training: We can bring our training directly to your organization, allowing for tailored sessions that address your specific needs and objectives.
Yes, we provide tailored training solutions designed to meet the specific needs of your organization. Customized courses can be delivered either in-person or online, and you can select the dates and duration that best fit your schedule. For more details, please contact us at inhouse@euromatech.com
Yes, we can assist you with the following:
- Corporate Discount: If available, we can extend our corporate discount for your stay at selected hotels.
- Hotel Suggestions: We can provide recommendations for nearby hotels based on your preferences and budget.
Feel free to explore online booking platforms for the most cost-effective options.
