Call Center Skills Training

  • Course type: Self-paced
  • Available Lessons: 39
  • Average Lesson Length: 8 min
  • Eligible for Certificate: Certificate completed Yes

    Certificates show that you have completed the course. They do not provide credit.

  • Watch a preview:

    Call Centers: Definition & Types
    chapter 1 / lesson 1
    Call Centers: Definition & Types

  • Call Center Skills Training Practice Test

Course Summary

Enjoy exclusive access to engaging lessons you can share with employees to improve their call center skills. Including these lessons in your corporate training sessions can help employees strengthen interactions with customers, understand digital customer service and improve customer satisfaction.
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6 chapters in Call Center Skills Training

Course Practice Test

Check your knowledge of this course with a 50-question practice test.
  • Comprehensive test covering all topics
  • Detailed video explanations for wrong answers
Week {{::cp.getGoalWeekForTopic(0, 6)}}
Ch 1. Introduction to Call Centers & Call Center Agents {{cp.topicAssetIdToProgress[442173].percentComplete}}% complete
Week {{::cp.getGoalWeekForTopic(1, 6)}}
Ch 2. Skills for Interacting with Customers in a Call Center {{cp.topicAssetIdToProgress[442181].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Professional Communicational Skills for Call Center Agents Score: {{cp.lessonAssetIdToProgress[442183].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442183].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442183].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442183].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Challenges in Communicating With Customers Over the Phone Score: {{cp.lessonAssetIdToProgress[442187].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442187].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442187].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442187].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Effective Listening Skills for Understanding Customers Score: {{cp.lessonAssetIdToProgress[58033].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58033].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58033].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58033].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Call Center Listening Skills & Barriers to Listening Score: {{cp.lessonAssetIdToProgress[442189].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442189].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442189].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442189].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Questioning Skills for Call Center Agents Score: {{cp.lessonAssetIdToProgress[442191].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442191].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442191].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442191].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Treating Your Customers with Respect Score: {{cp.lessonAssetIdToProgress[58035].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58035].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58035].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58035].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Positive Attitude & Call Center Performance Score: {{cp.lessonAssetIdToProgress[442193].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442193].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442193].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442193].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Strategies for Handling Common Caller Behavior Score: {{cp.lessonAssetIdToProgress[442195].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442195].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442195].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442195].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Word Choice in Communicating with a Customer as a Call Center Agent Score: {{cp.lessonAssetIdToProgress[442197].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442197].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442197].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442197].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - How to Use Tone of Voice & Volume to Communicate with a Customer Score: {{cp.lessonAssetIdToProgress[442199].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442199].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442199].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442199].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Empathy for Call Center Agents: Importance & Improvement Score: {{cp.lessonAssetIdToProgress[442201].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442201].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442201].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442201].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - Examples of Empathy Statements in Customer Service Score: {{cp.lessonAssetIdToProgress[216071].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[216071].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[216071].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[216071].bestScoreQuestions}}  Take Quiz Optional
Lesson 13 - Emotional Intelligence for Call Center Representatives Score: {{cp.lessonAssetIdToProgress[442203].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442203].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442203].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442203].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(3, 6)}}
Ch 4. Handling Difficult Customers in a Call Center {{cp.topicAssetIdToProgress[442209].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Types of Customers & Customer Behavior in a Call Center Score: {{cp.lessonAssetIdToProgress[442211].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442211].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442211].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442211].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Handling Abusive Callers in a Call Center Score: {{cp.lessonAssetIdToProgress[442213].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442213].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442213].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442213].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Resolving Customer Service Complaints & Conflict Score: {{cp.lessonAssetIdToProgress[56941].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56941].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56941].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56941].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Resolving Conflict in Call Center Customer Service Score: {{cp.lessonAssetIdToProgress[58048].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58048].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58048].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58048].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Strategies for Dealing with Difficult Customers Score: {{cp.lessonAssetIdToProgress[442215].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442215].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442215].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442215].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Stress Relief & Emotion Management for Call Center Agents Score: {{cp.lessonAssetIdToProgress[442217].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442217].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442217].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442217].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Strategies for Dealing with Failed Communications in Call Centers Score: {{cp.lessonAssetIdToProgress[442219].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442219].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442219].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442219].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(4, 6)}}
Ch 5. Digital & Telephone Customer Service {{cp.topicAssetIdToProgress[442221].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Social Media Customer Service Overview Score: {{cp.lessonAssetIdToProgress[442223].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442223].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442223].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442223].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Essential Skills for Digital Customer Service Score: {{cp.lessonAssetIdToProgress[442225].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442225].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442225].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442225].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Handling Digital Trolls & Difficult Customers Online Score: {{cp.lessonAssetIdToProgress[442227].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442227].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442227].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442227].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - How to Respond to Positive Customer Feedback Online Score: {{cp.lessonAssetIdToProgress[442229].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442229].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442229].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442229].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - How to React to Negative Reviews & Feedback Online Score: {{cp.lessonAssetIdToProgress[442231].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442231].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442231].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442231].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Web Chat Techniques for a Customer Service Agent Score: {{cp.lessonAssetIdToProgress[442233].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442233].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442233].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442233].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Email Skills for Contact Center Agents Score: {{cp.lessonAssetIdToProgress[442235].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442235].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442235].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442235].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Telephone Communication Skills for Call Center Agents Score: {{cp.lessonAssetIdToProgress[442237].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442237].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[442237].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[442237].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Developing Inbound & Outbound Telephone Skills Score: {{cp.lessonAssetIdToProgress[58044].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58044].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58044].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58044].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(5, 6)}}
Ch 6. Call Center Performance & Metrics {{cp.topicAssetIdToProgress[442239].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Call Center ASA: Definition & Formula Score: {{cp.lessonAssetIdToProgress[418459].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[418459].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[418459].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[418459].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Benefits of Customer Experience Management (CEM) Score: {{cp.lessonAssetIdToProgress[58046].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58046].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58046].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58046].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - How Call Center Technology Increases Customer Satisfaction Score: {{cp.lessonAssetIdToProgress[58045].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58045].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58045].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58045].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Metrics for Analyzing Call Center Performance Score: {{cp.lessonAssetIdToProgress[58047].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58047].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58047].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58047].bestScoreQuestions}}  Take Quiz Optional

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Practice Tests in this course
Check your knowledge of this course with a 50-question practice test. Once you take the test, you will receive a detailed exam report complete with your personal statistics and even specific lessons to focus on! Take the practice test now
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  • Video lessons to explain complicated concepts
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