An Intensive 5-day Training Course
Call & Contact Centre Workshop
Practical Skills to Enhance Customer Satisfaction


CLASSROOM DATES
INTRODUCTION
For majority of organisations, the call centre is their main point of contact. Customer service advisors and telesales agents need to be well organised, respond positively to customers, deliver a great experience and provide the solution callers expect. To do this, they need confidence, telephone skills that build rapport with customers, an ability to uncover and meet callers’ needs, plus spot potential additional revenue through cross selling and up selling.
This EuroMaTech Call & Contact Centre training course helps staff members develop the capabilities to understand and meet customer expectations, while increasing revenues and the reputation of the organisation. At the conclusion of the training course, participants will have a clear understanding of what they can do to connect with and serve customers professionally while working in a Call / Contact Centre environment.
Participants on this training course will develop the following competencies:
- Learn good telephone etiquette
- Effectively question and listen to callers
- Create and deliver meaningful messages
- Explain how body language can be ‘heard’ over the phone
- Techniques for dealing with difficult calls
TRAINING OBJECTIVES
Upon attendance to this training course, participants will develop essential knowledge and skills in:
- Delivering high quality customer service and sales support over the telephone
- Making a great first impression using verbal and non-verbal communications
- Building rapport with customers on the phone, being friendly, helpful and empathic
- Understanding customers, their needs and expectations, and how to offer solutions that meet their needs
- Dealing with difficult customers, diffusing emotions and keeping calm to solve the problem quickly
- Recognising sales opportunities while handling an inbound service call and the confidence to proactively and positively respond to the lead
- Making effective outgoing calls that reach the decision maker and lead to a sale
WHO SHOULD ATTEND?
EuroMaTech’s Call & Contact Centre training course is beneficial to customer service advisors, telesales staff members and team leaders who work in a call centre and contact centre environment.

TRAINING METHODOLOGY
This 5-day EuroMaTech’s Call & Contact Centre training course combines presentations that share both theory and industry best practices with practical sessions in accordance with adult learning and blended learner-centred principles.
Each module includes practical exercises to try out the new knowledge and skills they learn. We use small and whole group exercises, videos, case studies, peer exchange, brainstorming, role plays and discussions.
We spend time working one2one and in small groups to resolve the challenges participants face. They will leave with new tools and techniques they can implement immediately they step back into the call centre.
Participants are encouraged to reflect on and discuss their own professional issues and experiences. Overall 50% of training will be experiential and 50% will be theoretical.
TRAINING SUMMARY
The Call & Contact Centre training course focuses on developing the essential knowledge, skills and abilities advisors and agents need to deliver exceptional customer service. Participants will learn the core principles of interacting with customers and developing rapport, empathy and credibility over the telephone.
This EuroMaTech training course is highly interactive. Participants will identify their own strengths and areas for development when dealing with customers on the phone. They will gain and refine call handling skills and learn practical techniques they can apply immediately they are back in the call centre to boost customer satisfaction and / or sales results.
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
CALL ME BACK
Do you wish for us to conduct this course at your premises?
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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
What makes EuroMaTech a leader in professional training?
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.
How can I register for a EuroMaTech training course?
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.
Does EuroMaTech offer international training courses?
Yes, EuroMaTech delivers training courses in major cities worldwide, including locations across Europe, Asia, Africa, and the Middle East, in addition to its extensive presence in Dubai.
Where are EuroMaTech’s training courses held?
EuroMaTech conducts its training courses at prestigious venues across Dubai and other major international cities. Additionally, virtual training options are available, allowing participants to join courses remotely from anywhere in the world.
What ISO training courses does EuroMaTech offer?
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.
How does EuroMaTech ensure the quality of its training courses?
EuroMaTech ensures the highest standards by:
- Partnering with globally recognized accrediting bodies such as ILM, CPD, PMI, NEBOSH, and HRCI.
- Designing training courses with a focus on practical, real-world applications.
- Using experienced instructors with industry expertise.
- Continuously updating course content to reflect current trends and best practices.
Does EuroMaTech provide customized corporate training courses?
Yes, EuroMaTech specializes in tailored corporate training courses designed to meet the unique needs of organizations. These customized courses are ideal for businesses seeking to upskill teams across different departments or regions.
How many professionals have attended EuroMaTech’s training courses?
EuroMaTech has successfully delivered thousands of training courses, with thousands of professionals from over 50 countries attending annually.
What industries does EuroMaTech serve through its training courses?
EuroMaTech provides specialized training courses for a wide range of industries, including:
- Oil & Gas
- Energy & Power
- Construction & Infrastructure
- Banking & Finance
- Healthcare
- Telecommunications
- Logistics & Supply Chain
- Aviation & Aerospace
- Government & Public Sector
- Hospitality & Tourism
- Information Technology & Cybersecurity
- Human Resources & Talent Management
Are EuroMaTech’s training courses accredited?
Yes, EuroMaTech’s training courses are accredited by globally recognized institutions, ensuring high-quality, internationally respected certifications. Key accreditations include:
- ILM (Institute of Leadership & Management)
- CPD (Continuing Professional Development Certification Service)
- PMI (Project Management Institute)
- NEBOSH (National Examination Board in Occupational Safety and Health)
- HRCI (Human Resource Certification Institute)
What types of training courses does EuroMaTech offer?
EuroMaTech offers a diverse portfolio of training courses designed to meet the needs of professionals at all levels. These include:
- Leadership & Management Development Training
- Technical & Engineering Training Courses
- Project & Risk Management Training
- Health, Safety & Environmental (HSE) Training
- Finance & Accounting Training Courses
- ISO Compliance & Certification Training
- Human Resources & Talent Management Training
- Soft Skills & Communication Training Courses
Do you provide assistance with hotel accommodation?
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.
Do you offer customized training for organizations?
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
What types of training formats do you offer?
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.
Can you assist with visa arrangements?
Yes, we can help by issuing an official Letter of Invitation once you’ve confirmed your training registration, which can assist in your visa application process.
Who will be the senior consultant leading the training?
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