-
160 Hours -
30 Seats -
Online -
Technical
Schedules of Program
- Overview
- Accredited By
Overview
Program Overview
Contact centers play a critical role in shaping customer perceptions, resolving issues, and delivering consistent service across multiple channels. Employees working in contact centers are required to combine strong communication skills with emotional intelligence, problem-solving ability, and the effective use of service systems and performance measures.
The Customer Service in Contact Centers Program is a comprehensive professional training programme designed to prepare participants to deliver high-quality, professional customer service within contact center environments. The programme covers the full scope of contact center operations, from service fundamentals and communication techniques to performance management, customer experience, and sales support.
Participants develop the skills required to handle customer interactions confidently, manage challenging situations, meet performance targets, and contribute to positive customer experiences that support organisational goals.
What You’ll Learn
- Understand the role and strategic importance of contact centers
- Communicate effectively with customers via telephone and contact channels
- Manage customer calls professionally and efficiently
- Apply active listening, empathy, and emotional intelligence
- Handle complaints and difficult customers calmly and confidently
- Protect customer data and maintain confidentiality
- Use voice, tone, and language appropriately in service interactions
- Identify customer needs and present suitable solutions
- Apply basic sales and upselling techniques ethically
- Support customer satisfaction and loyalty through service excellence
Topics Covered
Contact Center Fundamentals
- Role and importance of contact centers in organisations
- Types of contact centers and service channels
- Professional standards and responsibilities
Communication Skills for Contact Centers
- Effective telephone communication
- Voice control, tone, and language
- Active listening and empathy
- Verbal and non-verbal communication principles
Call Management and Performance
- Managing inbound and outbound calls
- Call handling techniques and efficiency
- Key performance indicators (KPIs) in contact centers
Customer Data and Privacy
- Importance of customer data protection
- Confidentiality and privacy principles
- Professional and ethical data handling
Handling Difficult Situations
- Managing angry, upset, or dissatisfied customers
- Complaint handling and de-escalation techniques
- Problem-solving under pressure
Sales and Persuasion in Contact Centers
- Introduction to telephone-based sales
- Identifying customer needs
- Handling objections and closing interactions professionally
Customer Experience in Contact Centers
- Understanding customer experience (CX)
- Role of contact centers in the customer journey
- Measuring customer satisfaction and service quality
Emotional Intelligence and Service Excellence
- Applying emotional intelligence in customer interactions
- Managing stress and maintaining professionalism
- Adopting best practices in customer service
Outcomes for Participants
- Deliver professional customer service in contact center environments
- Handle customer calls confidently and efficiently
- Communicate clearly using appropriate tone and language
- Resolve customer issues effectively
- Manage complaints and challenging interactions professionally
- Apply basic sales and persuasion techniques appropriately
- Protect customer data and maintain confidentiality
- Contribute to improved customer satisfaction and service performance
Who This Course Is For
This programme is suitable for:
- New and existing contact center customer service agents
- Contact center supervisors and team leaders
- Telephone sales and customer support teams
- Technical support and helpdesk staff
- Customer experience (CX) specialists
- Individuals seeking to work in contact centers
No prior contact center experience is required.
Course Format
- Total duration: 160 hours | 40 Training Days
- Online instructor-led training
- Practical and interactive sessions
- Real-world scenarios and guided discussions
Application Method
-
Step 1
Create your Maximus Academy account.
This gives you access to course information, registration tools, and HRDF-funded enrollment options.
-
Step 2
Register for the training program.
Choose your cohort, complete your details, and secure your place in the next course
Accredited By
This programme is recognised and accredited by:
- TVTC (Saudi Arabia)
Enroll Now
Supports Career Progression
- Job seekers looking to strengthen employability
- Professionals seeking to advance or pivot their careers
- Businesses supporting staff learning and development
