Call Centre Training

Call centre agents need to have an in-depth understanding of customer service, communication, managing customer frustration, increasing customer receptivity to solutions, helping customers explain the real problem and efficient listening skills. We will address the skills and techniques required to handle any type of incoming call in a positive way that meets the customer’s needs and exceeds their expectations!


  • Understand your customer’s needs and expectations
  • Get a clear understanding and appreciation of what it feels like to be on the other end of poor, good and excellent customer service
  • Learn how to have direct and successful conversations with callers
  • The importance of creating and delivering meaningful messages
  • Tools to facilitate their communication
  • The value of personalising your interactions and developing relationships
  • Learn how to listen actively
  • Support yourself and your colleagues more productively
  • Reduce call duration times whilst enhancing service quality
  • Enhance personal productivity and commitment
  • Deal with difficult, irate and frustrated customers successfully
  • Understand the basics of telephone ‘etiquette’
  • Learn procedures for placing callers on hold, transferring callers and taking messages
  • Know how to write professional and ‘easy to understand’ e-mails
  • Know how to handle complaints effectively
  • Vocal techniques that will enhance your speech and communication ability
  • Personalised techniques for managing stress

Target audience:

Frontline officers, Helpdesk, customer service representatives, secretaries and others who want to develop career in the field

Course Methodology

This course relies on the use of several interactive tools such as assessments, and case studies. In addition, team exercises are used to demonstrate the skills required for effective call centre skills.  Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveals the untapped skills of the delegates.

Course Inclusions:

  • Comprehensive learning materials incl. exercise files
  • Post course telephone support
  • ‘Certificate of Attendance’ on completion of the course
  • Light lunch

Deal: 5% discount for two to four participants and 10% discount for 5 and above participants. We also offer virtual learning on WhatsApp and Zoom. Consult us for details.

Training Details




10 am – 4 pm daily


N200,000 per participant.

Acct Name

Adoney Associates Limited

Acct No

4110014604 (Polaris Bank)




Batch A:  Jan 10-12, 2024. Feb 14-16, 2024. March 19-21, 2024.  May 7-9, 2024. July 2-4, 2024. Aug 27-29, 2024. Oct 14-16, 2024. Nov 28-30, 2024. Dec 9-11, 2024.

More details

Call: 08023660697, Call/WhatsApp:  07046181186,