Call Center Training in Dubai
Intensive 26-hour training program
12 modules covering the latest call center techniques
Develop practical skills for seamless customer interactions
Learn effective strategies to improve call efficiency
Enhance call handling, sales tactics & customer engagement
4.65/53900 EnrolledEnrolled Learners
4.65/53900 EnrolledEnrolled Learners
Overview
What we’re going to teach you
- Enhance your ability to communicate clearly and confidently over the phone
- Implement key strategies for making a strong first impression
- Discover how to ask the right questions to drive sales discussions
- Create effective sales plans to achieve business goals
- Learn to close sales smoothly and wrap up calls professionally
Upcoming sessions
Curriculum
1
Introduction
2
Training Objectives
3
Pre-Assignment Review
1
Defining Buying Motives
2
Establishing a Call Strategy
3
Prospecting
4
Qualifying
5
Q&A Session
1
Getting Beyond the Gate Keeper
2
Controlling the Call
3
Difficult Customers
4
Reporting
5
Q&A Session
1
Preparation
2
Building Rapport
3
Speaking Clearly - Tone of Voice
4
Effective Listening
5
Showing Empathy
6
Q&A Session
1
Self-Assessments
2
Scripting Techniques
3
Utilizing Sales Scripts
4
Making the Script Your Own
5
Cheat Sheets
6
The Sales Dashboard
7
Q&A Session
1
S= Situation
2
T= Task
3
A= Action
4
R= Result
5
Q&A Session
1
Open Questions
2
Closed Questions
3
Ignorant Redirection
4
Positive Redirection
5
Negative Redirection
6
Multiple Choice Redirection
7
Q&A Session
1
Benchmark Metrics
2
Performance Breakdown
3
Implementing Improvements
4
Benefits
5
Q&A Session
1
The Importance of Goals
2
SMART Goals
3
Staying Committed
4
Motivation
5
Overcoming Limitations
6
Q&A Session
1
Six Success Factors
2
Staying Customer Focused
3
The Art of Telephone Persuasion
4
Telephone Selling Techniques
5
Q&A Session
1
Knowing when it's Time to Close
2
Closing Techniques
3
Maintaining the Relationship
4
After the Sale
5
Q&A Session
1
Words from the Wise
2
Case Study
Meet your Trainer
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
Learning Outcomes
After training completion, you will master the following
1
Build insights into effective customer communication
2
Create strong call strategies for better engagement
3
Improve phone etiquette and conversation skills
4
Recognize do’s and don’ts in customer interactions
5
Learn goal setting and performance tracking
6
Manage calls, transfers, and documentation effectively
7
Strengthen customer connections through empathy and personalized service
Learners Point Certificate
Earn a Course Completion Certificate, an official Learners Point credential that confirms that you have successfully completed a course with us.
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.
Overall ratings by our students
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Frequently asked questions
The Call Center Training in Dubai helps you build confidence to handle customer calls with clarity, empathy, and professionalism. The training is all about learning real-world skills like call control, rapport-building, and turning conversations into successful sales outcomes.
You will be able to learn the following call center skills:
- Effective Customer Communication
- Professional Call Handling Techniques
- Sales strategies and conversion techniques
- Conflict resolution and de-escalation
- Establishing rapport with callers
- Handling and surpassing customer expectations
The course offers core leadership and performance monitoring tools of great benefit to those who are seeking managerial positions.
You will be eligible to apply to the following job roles after earning a call center training certification:
- Customer Service Representative
- Call Center Agent
- Product Specialist
This course will benefit professionals who deal with contacting customers via telephone, like:
- Customer service representatives
- Telesales representatives
- Receptionists
Our Call Center Training in Dubai includes case studies, simulations, and activities that provide practical learning in the context of actual customers.
Do you want to learn more about Learners Point Academy?
- Learn more about courses
- Understand about our methodology
- Let’s talk about Corporate trainings
- Anything else that you want to know, we are here for you!
