Call Center Training Program

KHDA approved training & certification

26 hours of intensive learning program

12 course modules based on latest call centre methods

Get a completion certificate

4.65/5

3900 Enrolled

Overview

What we will guide you through

Develop skills for clear and engaging phone conversations
Master best practices for impactful first impressions
Learn to develop & ask insightful questions to drive sales conversations
Establish a winning strategy for achieving sales objectives
Master closing the sale and professional call endings

Learning Objectives

After training completion, you will master the following

Understand the elements that contribute to effective customer interactions

Learn ways to build effective call strategies

Learn aspects of telephonic communication and master call etiquette

Discover positive and negative behaviours during customer interactions

Understand the significance of benchmarking and goal setting

Learn how to control calls, transfer calls, place callers on hold and document conversations

Develop relationships with your customer through personalised interactions and showing empathy

Ready to get started?

Overall ratings by our students

Upcoming sessions

Tatek Abayneh Mebratu

Mr. Tatek is a Certified Trainer and Executive Coach with over 20 years of experience in the MENA region. He specializes in Leadership Development, Behavioral Training, and Talent Management, with deep expertise in Human Capital development.

With a career spanning over 15 years in training and consulting, Mr. Tatek has worked with senior executives and corporate teams to enhance business performance and employee engagement.

He holds a Bachelor of Arts in Public Administration and Development Management and has delivered training programs across all management levels. His work with KHDA and CPD further highlights his credibility in the field. Tatek has also held roles in the banking, consultancy, and learning and development sectors, including positions at Western Union and Quantum Consultancy. Currently, he serves as a Senior Corporate Training Manager at Learners Point Academy, Dubai.

Core Competencies:

Strategising on training framework spanning need analysis, mapping training requirements, and delivery to develop an efficient workforce and motivated employees for maximum productivity in fast-growing organisations
Measuring training effectiveness
Create training policies, procedures, and metrics and ensure their alignment with organisational goals
Innovative training and coaching techniques and delivery style
Conducting TNA using the Stop/Start & Continue methods

Professional Qualifications:

Certified Trainer (CPD) with expertise in Leadership Development, Behavioral Training, and Talent Management
Certified in Coaching Skills for Leaders and Managers, Marketing and Communication, and Corporate and Strategic Communication Skills for Managers
Certified in Investigative Journalism
Master of Business Administration (MBA) in Marketing and Sales from Amity University
Bachelor of Arts in Public Administration and Development Management from Alpha University College
Over 20 years of experience in the MENA region, specializing in Human Capital development and corporate training
Extensive experience in training programs across all management levels, including work with KHDA and CPD
Proven track record in leadership roles within banking, consultancy, and learning and development sectors, including positions at Western Union and Quantum Consultancy
Currently serving as Senior Corporate Training Manager at Learners Point Academy, Dubai

KHDA Certificate

Earn a KHDA attested Course Certificate. The Knowledge and Human Development Authority (KHDA) is the educational quality assurance and regulatory authority of the Government of Dubai, United Arab Emirates.

Learners Point Certificate

Earn a Course Completion Certificate, an official Learners Point credential that confirms that you have successfully completed a course with us.

Related courses

Curriculum

Introduction
Training Objectives
Pre-Assignment Review

Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Q&A Session

Getting Beyond the Gate Keeper
Controlling the Call
Difficult Customers
Reporting
Q&A Session

Preparation
Building Rapport
Speaking Clearly - Tone of Voice
Effective Listening
Showing Empathy
Q&A Session

Self-Assessments
Scripting Techniques
Utilizing Sales Scripts
Making the Script Your Own
Cheat Sheets
The Sales Dashboard
Q&A Session

S= Situation
T= Task
A= Action
R= Result
Q&A Session

Open Questions
Closed Questions
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Q&A Session

Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits
Q&A Session

The Importance of Goals
SMART Goals
Staying Committed
Motivation
Overcoming Limitations
Q&A Session

Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Q&A Session

Knowing when it's Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Q&A Session

Words from the Wise
Case Study

Frequently asked questions

Call center training is designed to prepare professionals with the essential skills and knowledge needed to perform effectively. The program focuses on helping agents professionally represent their organization, provide excellent customer service, and handle diverse situations with confidence. It emphasizes efficient problem-solving to ensure timely issue resolution, providing positive customer experiences, and boosting overall customer satisfaction.

Any professional can join the call center training course. Our course at Learners Point Academy is open to all types of professionals. Anyone can join our training program.

The topics covered in call center training modules are as follows:

The Basics (I) & (II)
Phone Etiquette
Tools
Speaking Like a Star
Types of Questions and many more

Call center training in Dubai is designed to prepare agents with the essential skills and knowledge needed to perform effectively. The program focuses on helping agents professionally represent their organization, provide excellent customer service, and handle diverse situations with confidence. It emphasizes efficient problem-solving to ensure timely issue resolution, fostering positive customer experiences.

We at Learners Point Academy in Dubai provide both online and offline training sessions. Hence professionals can enrol in the training program based on their preference.

The call center course in Dubai helps professionals to master the following skill set. The skill set is as follows:

Communication
Problem-Solving
Empathy
Adaptability
Product Knowledge

The call center certification benefits professionals' careers in the following ways:

Professional Growth
Career Opportunities
Enhanced Performance
Higher Job Satisfaction
Better Customer Experience

There are no specific prerequisites required to enrol on our call center training. Any professional can join the training program. Our program is open for freshers to experts.

Yes, call center training courses often focus on soft skills development. These skills are vital for agents to engage effectively with customers and foster positive interactions. Soft skills include empathy, active listening, patience, adaptability, and conflict resolution.

The job roles professionals can pursue after call center certification are as follows: