Contact Centre Agent Training

Contact Centre Agent Training

With an emphasis on building a Customer Service Excellence culture, this training has been designed to address all aspects of customer care and telephone techniques for professionals that work in a contact centre environment.

On this one day course, learners will analyse the essential ingredients of presenting a professional image. The course covers how to best use their communication skills over the telephone and by e-mail, how to use streamlined responses to take control of incoming calls, maintaining the quality during periods of high volume calls, the empowerment of listening and handling difficult situations and managing confrontation.

Support

Dedicated team of trainers and staff, committed to delivering support and advice to our customers.

Experience

We have over 12 years experience providing training for individuals, small, medium and large companies.

Training Team

Our trainers combine professional know-how with experience in their chosen training field.

Quality Assured

Safeguard your training investment. We offer courses accredited by national and international certification bodies.

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Get the Contact Centre Agent Training Course Brochure & 2025 Timetable Instantly

Get the Contact Centre Agent Training Course Brochure & 2025 Timetable Instantly

Full Course Outline

What's Inside the Brochure - Course Format; Trainer Profiles; Testimonials; Membership Details; Full 2025 & Fee.

Membership Details

By becoming a Member with DCM, you will gain access to exclusive free courses and substantial discounts on our certified courses.

Customer Stories

We work with the biggest brands in Ireland including Symantec, Keelings and Vodafone but don't just take our word for it.

Team Development Needs?

Do you have team development needs? An inhouse training solution is typically less expensive per head than publicly scheduled courses and provides greater business relevance.

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Join thousands of professionals growing their careers with DCM Learning, for free. By becoming a member, you will gain
access to over 100 free courses and discounts on certified courses

Try Our Free Courses

Why not try our free one of our Free 1 Day Live Virtual Courses. (30 to Choose From). We have topics including management, project management and lots more.

Safeguard Your Investment

We have delivered training courses to some of the biggest organisations in Ireland so you can have confidence in our ability to deliver the results you want to achieve.

Bitesize Learning

If the one day courses are too long, why not try our Free Bitesize Learning?. We have over a 100+ one hour courses to choose from including public speaking and negotiations.

96% Of people who attended our training courses would recommend to others

20K Join the 20,000+ members who've advanced their career with DCM

87% Of learners report career benefits like getting a promotion or a raise

What is covered in this course?

Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service.

1

Customer Service Excellence

Your role in representing the company
What are the features of excellent customer service?
How to present a professional image - our appearance, attitude and behavior
The customer relationship - building rapport/client expectations/continued engagement
How can we go the extra mile?

2

Telephone Communication Skills

Call Taking - use of streamlined responses to take control of incoming calls
Self-assessment of your own style - the associated strengths and weaknesses
Points of difference: telephone vs. face-to-face
Barriers to effective communication
Active Listening - Listening vs. Hearing

3

Dealing with Challenging Behaviour

Understanding what causes customers to be demanding/difficult
Engaging the ‘professional brain' instead of the emotional, reactive brain
Handling criticism, put-downs, arrogance, persistence or patronising behaviours
The escalation process and follow through

Please Note: Each delegate will leave the course with an action plan for the workplace

Need Some Advice?

We have an excellent team who are more than happy to give you advice about the course. It doesn't matter what the question please ask, we'd be delighted to help.

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What We Do

Founded in Dublin, DCM Learning is fast becoming recognised as a leading training organisation. We work closely with industry to define the skills and qualifications required to thrive.

At our core, we believe people learn best by doing. We design fun, powerful experiences that have a profound and lasting impact on people and their careers, inspiring new ways of thinking, building critical capabilities and unleashing business success. We empower you to learn from fresh, high-quality content on the skills that matter, taught by leading experts.

Our Customers

We work with small and large companies, individuals, Government Agencies, Universities and blue-chip companies such as Keelings, Google, Zendesk, Novartis, IBM and Symantec, so you can have confidence in our ability to deliver the results you want to achieve.

Our Certification Partners

In House Training In Your Office. Wherever You Are.

Have Team Development Needs?

We’ll work with you to create the course that your team and your business need. Get in touch today and we can give you a quote within an hour.

978 THE NUMBER OF COMPANIES WE DELIVERED INHOUSE TRAINING IN THE LAST 2 YEARS

87.3% OF COMPANIES WHO RETURNED FOR MORE TRAINING

37 27 FULL TIME TRAINING CONSULTANTS PLUS 10 SUPPORT STAFF

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