This course is designed to equip call center agents and remote service staff with the communication skills, emotional intelligence, and process discipline required to deliver outstanding customer experiences over the phone or digital channels. It focuses on both inbound and outbound service, complaint handling, and performance optimization.
Learning Methodology
Live call simulations and script refinement
Listening labs with recorded call analysis
Real-time coaching and feedback sessions
Communication drills and scenario-based exercises
Performance tracking and improvement planning
Learning Outcomes
Participants will be able to:
Deliver professional, courteous, and engaging customer service over the phone
Handle complaints, objections, and escalations calmly and effectively
Maintain clarity, empathy, and accuracy in telecommunication
Improve call flow, reduce call handling time, and boost customer satisfaction
Align call performance with organizational standards
Delivery Format
Duration: 3 days (in-person) or 4 sessions (virtual instructor-led)
Format: Interactive workshops, with voice coaching and simulations
Location: On-site or at designated training centers
Certificate: Issued by Alverton Global upon completion
Course Features
- Lectures 15
- Quiz 0
- Duration 3 days
- Skill level Expert
- Language English
- Students 7
- Certificate Yes
- Assessments Yes
- 5 Sections
- 15 Lessons
- 3 Days
- Foundations of Professional Call Handling3
- Voice, Tone, and Listening Mastery3
- Structured Call Flow and Scripting3
- Managing Difficult Calls and Objections3
- Performance Improvement and Quality Monitorin3
Requirements
- Basic computer literacy and phone handling skills
- Previous or current experience in a call center role preferred
Features
- Call simulations with expert feedback
- Tools to reduce call handling time and improve customer ratings
- Emphasis on tone, empathy, and problem resolution
- Industry-specific examples and best practices
- Certified by Alverton Global
Target audiences
- Call center agents and customer support representatives
- Remote service teams and contact center staff
- Tele-sales agents and service supervisors
- Customer experience professionals in banks, telcos, airlines, and utilities
