Telephone Skills Training Course

Saturday, 12 November 2022 9:00 AM - 12:00 PM AWST

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Saturday, 12 November 2022 9:00 AM - 12:00 PM AWST

Telephone skills have high demand in the industry, especially for business process outsourcing. It is essential to have the correct telephone skills for any company offering over-the-phone services, phone communication, and telemarketing services. Do you have any employees that offer these services? If so, you might find our Telephone Skills Training module helpful.

Do you have difficulty speaking with clients by phone because of a lack confidence? Some people find it difficult to speak to people they don’t know or aren’t in front of. With our training, this problem can be solved. Participants will learn how to gain confidence while communicating with others via the phone.

This training session has been a hit with many business owners and organizations. This is because it transforms phone operators into well-rounded agents . Your team will see a significant improvement with the help of this training module. You must use the telephone to teach your staff proper telephone manners, vocal tone, and how to build rapport with your clients.

This module will provide valuable tips and a complete guide on how to use one's vocal tone correctly. Participants will be able to speak fluently and clearly on the phone with their clients. We also discuss strategies and methods for asking clients appropriate questions to make their conversations more interesting and less like marketing pitches. Participants will learn how to easily search for customer information in this training module.

Telephonic Skills Training Results


How to use your voice when you are on the phone

Did you know that many people have a telephone voice? Are you able to answer the phone in a different way than when speaking with someone face-to-face? Find out how to use your voice better over the phone, impressing your customers, and improving your performance.

How to use questions for information discovery

It is a great skill to be able to gather information. You will gain additional skills in information discovery by learning how to ask questions. The trainer will show you how to ask questions at a deeper level and effectively.

Use probing techniques to increase your sales or improve your phone conversation

We provide 5 different techniques for information probing. Learn the techniques used by professional investigators and police officers.

How to end a conversation correctly

A conversation can be closed with a more professional appearance and delivery. These are simple skills that can help you end a conversation professionally and efficiently. This section explains what they are.

A telephone strategy that works everytime

Learn more about the phone strategy professionals use. This session will discuss how to use a telephone strategy that professionals use.

Your clients should say YES to you

Do you want your customers to be more supportive of you? Do you have a job that requires you to be more in control of the phone? Our trainer will show you how to make positive calls and eliminate the possibility of negative calls.

Establishing a rapport over the phone

It is difficult for many call operators to establish a phone connection. This skill is very important. The trainer will provide information about the human mind, body and ability to connect with others. Participants are also shown how to connect over the phone using a variety of activities.

Handling difficult calls

Operators may be faced with difficult calls. Although each situation and issue is unique, there are certain skills that can be used to manage and take control of calls. These callers can be difficult to handle and we offer practical advice and examples.

Phone-friendly words that work wonders

The power of words can make a difference in a situation. They can help you resolve problems and persuade customers. The trainer will review scripting and offer guidance on how to create the right word structure for high-quality results over the telephone.

Positive structure and the call system for professional success

A call can be structured in a positive manner. Participants learn their current stage by going through the entire process. The trainer will provide more details on how to make the call flow smoothly.

Further information about the course outline

Take Messages

Effective messages are a key aspect of telephone communication. Participants will learn the basics of how to take messages. Participants will also be assisted by our trainer to make a quick reference sheet so they are ready for any call.

Telephone tag and receiving the call back

All of us have experienced those times when we tried to reach someone by phone. Although technology makes it difficult to reach decision makers, there are some ways that you can improve the effectiveness of your message. Participants will learn how to use phone tag to help get the message to the right person.

Seconds of High Impact

This session will focus on those moments when every second matters. Participants will learn advanced skills that allow them to make an impact on the phone and improve their communication.

It's More Than a Phase

Participants will learn about the four phases and types of conversations that can be had over the telephone in this portion of the session.

Who are your customers?

Do you want to learn more about the person answering the phone? Participants will learn more about the human aspect and the types of customers they might encounter in this session. We offer a variety of solutions to difficult situations as our trainer assists customers in identifying common problems over the telephone.

To please and serve

Participants will have the chance to learn helpful phrases and strong responses for customers during this session. Many organisations have their own scripted answers and statements to help customers or callers.


Nearly every day, we negotiate. Dialog is key to call centre success. Participants will learn four key skills that can help them become better negotiators during this session. For those who prefer to negotiate by phone, advanced negotiation is available.

Go Beyond and Above

Participants will learn advanced techniques to improve customer service. Participants will learn 15 strategies for success as well as a variety of ways to personalize their service so that the customer feels great about the transaction.

Ask the right questions

Participants will learn how to use questioning techniques effectively and how they can probe for more information. You will learn how to get more information faster using a smoother telephone method. Impress anyone with professional telephone support and call center techniques.

Close the Sale

It can be as important to close the conversation as it is to start the conversation. It is important to know how to close a call effectively without any awkwardness. Participants will learn how to ask good questions and close the sale.

Tips for chatty callers

There are times when we reach out to someone and want to talk for hours. Participants will learn how to deal with these callers in this session.

Creating a Script

Cold calls can use scripts as a powerful tool. Participants will have the opportunity to create a framework for their script. Although there is no substitute for an adaptable telephone operator, the activities and small exercises will demonstrate how the fallback script can help participants gain more time, stay on track, and keep their eyes on the process. Participants will then learn how to personalize their scripts. We'll also be looking at FAQ sheets to see how they can help participants every day.

Phone Sales

Are you able to sell over the telephone? This session will discuss how to use information delivery and relationship building skills to help participants to sell more over the phone.

Staying out of Voice Mail Jail

Voice mail can be a great tool but it can also prove frustrating. Participants will learn about strategies for leaving messages, and then have the opportunity to practice these techniques in a group activity.

Vocal Techniques

Participants will be shown how to use a phone voice to enhance their effectiveness and tones. Participants will have the opportunity to learn some vocal exercises. This session will discuss the four E's that make a telephone voice successful and how you can use them in order to promote your service image.

Changes to the Customer

Customers expect more from their service providers. We briefly discuss the impact of the technology on the operator. This session will discuss some of the changes customers have made over the past twenty years.


Participants will work together in pairs during this session to rewrite dry, uninspired statements to show empathy to their customers.

What is missing in telephone communication?

Participants will begin by studying Alfred Mehrabian’s research on communication and how it affects telephone communication. Participants will also be able to learn about the role of body language in telephone communication.

Listening and Questioning Skills

Participants will be taught techniques to stay focused and active listen.

How to deal with challenging customers

Participants will learn nine simple techniques to deal with difficult customers. We'll discuss how to deal with vulgarity.

Stress Relief

We all need to learn techniques to manage tension in our lives. Participants will be encouraged to create their own stress management strategies.

Handling Objections

Participants will be able to learn about different ways to overcome sales objections.

Saying no

Call center representatives can have to deliver bad news and say "no". Participants will learn techniques and practice these skills, which are essential.

Both warm and cold calls

Participants will learn how to maximize efficiency in both of these types of calls during this session.

This Session Can Be Tailor-made for Your Team

This training can be accessed anywhere in Australia, including Melbourne, Parramatta and Gold Coast, Brisbane, Sydney or Adelaide, Canberra, Perth or Darwin.

We also offer communication training and other customer service training. If you are looking for a call centre training session, we can help. We can tailor a training session for you to meet your preferences and needs. This training can be tailored to your specific needs. For more information on this training, and to receive a complimentary outline, call us at 1300 0810 725

Paramount Training & Development