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Call Center Class Description

In the Call Center Training Course, students will learn best practices to manage a call center for such operations as online merchants, telemarketing companies, computer product help desks, mail-order organizations, polling services, charities, and any organization that uses the telephone to provide a service to customers, handle inquiries, offer product support, carry out telemarketing, or market research. 

Customer service call centers see Call Center Customer Service Training.

LEARN Call center management NOW

  • Learn industry recommended call center procedures and best practices.


Registering another Person 

If you want to register for another person, click on the registration link and enter your information in the Billing Information section, uncheck the Student Information same as Billing Information box at the bottom of the form, then enter your student information.  If you experience any difficulty with online checkout, please call customer service 24/7 at 888-632-2093.

Registering by Purchase Order 

If you need to register using a purchase order, email a copy to (be sure to list class name, class date, student name, student address, student phone number, and student email address).

To Register by Phone

To pay by credit or debit card using customer service 24/7 call 888-632-2093.

Each Student Receives:

  • A student manual or textbook for use during and after the class.
  • Instruction from an experienced business professional (minimum of 30 years) with at least five years in a corporate senior management position (CEO, President, COO, Vice President, CFO).
  • Real life exercises to support training materials.
  • Individual attention (classes are limited to four students).
  • Personalized Certificate of Completion

Call Center Training

Call Center Class Outline


Workshop Objectives

Module One: The Basics
Defining Buying Motives
Establishing a Call Strategy
Getting Beyond The Gate Keeper
Controlling The Call
Difficult Customers

Module Two: Phone Etiquette
Building Rapport
Speaking Clearly - Tone of Voice
Effective Listening

Module Three: Tools
Self Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard

Module Four: Speaking Like a Star
S = Situation
T= Task
A= Action
R = Result

Module Five: Types of Questions
Open Questions
Closed Question
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection

Module Six: Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements

Module Seven: Goal Setting
The Importance of Goals
Staying Committed
Overcoming Limitations
Module Eight: Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Module Nine: Closing
Knowing When it's Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale

Wrapping Up

Call Center Public Class and Webinar Schedule

Monday, April 8, 2019
Monday, May 13, 2019 Full
Monday, May 20, 2019
Monday, June 10, 2019
Wednesday, July 3, 2019
Friday, August 2, 2019
Tuesday, September 3, 2019
Tuesday, October 1, 2019
Friday, November 1, 2019
Monday, December 9, 2019

Scheduled dates don’t work for you? Schedule your own start date (subject to availability) for only a 20% premium!  Contact customer service to check date availability at