18 Best Call Center Courses To Build New Skills In 2024
Working in a call center can be challenging, especially with the pressure to keep up with changing customer expectations and new technologies. I know that to stay competitive in this field, I need to build and sharpen my skills constantly. But finding the right training isn’t always easy—there are tons of courses out there, and it’s hard to know which ones actually make a difference.
That’s why I put together this list of the best call center courses to help people like me stay on top of their game. Whether you're already in a call center role or aiming to get into one, these courses will help you learn the skills you need to handle calls better, communicate more effectively, and stand out in the customer service industry.
Best Call Center Courses Shortlist
Here's a shortlist of the best call center courses I think are worth your time in 2024:
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- Call Center Training (MSI)
- Call Center Customer Service (CVS Health)
- Contact Center Basics (The Call Center School)
- Call Center Supervisor Training (MSI)
- Contact Center Strategy and Leadership (ICMI)
- English for Customer Service and Call Center (Alison)
- Managing a Customer Contact Center (LinkedIn Learning)
- Comprehensive Call Center Metrics (RCCSP)
- Contact Center Agent Soft Skills Training (Benchmark Portal)
- Call Center Skills Training (Study.com)
- Guide to Call Center Management (Alpha Academy)
- An Agent's Role in Contact Centers (ICMI)
- Getting Started with Call Center Training (Udemy)
- Call Center Quality Assurance Training ( Benchmark Portal)
- Customer Service: Working in a Customer Contact Center (LinkedIn Learning)
- Fundamentals of Call Center Workforce Management (RCCSP)
- Contact Center Leadership (LinkedIn Learning)
- Contact Center Management Bootcamp (ICMI)
Find more details about each course below.
Overview Of The Best Call Center Courses
1. Call Center Training (MSI)
This course is specifically designed to provide frontline agent training in the key skills needed for call center work. It offers practical training to improve communication and problem-solving abilities when interacting with callers. The course includes an exam to certify the participant's proficiency upon completion.
- Who It’s For: People looking to start a career in call centers
- Topics Covered:
- Customer service principles
- Call management
- Communication skills
- Online, In-Person, or Both? Online
- Exam Required? Yes
- Duration: 2 hours
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: $99.95
- Take The Course: MSI
2. Call Center Customer Service (CVS Health)
This course is designed to equip call center agents with essential skills for handling customer interactions in a customer support environment. It emphasizes practical training in data entry, organization, and communication strategies specific to phone-based service. By the end of the course, participants will have hands-on experience evaluating and responding to customer calls, with a focus on improving retention.
- Who It’s For: Individuals interested in improving their customer service skills
- Topics Covered:
- Communication techniques
- Conflict resolution
- Customer satisfaction strategies
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 19 hours
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: Free
- Take The Course: Coursera
3. Contact Center Basics (The Call Center School)
This course provides a comprehensive introduction to the inner workings of a contact center. It covers the essential roles, departments, and operations within a center, helping learners understand how each function contributes to overall performance. Upon completion, participants will have a clear grasp of the fundamentals necessary to navigate and succeed in a contact center environment.
- Who It’s For: New hires in contact centers
- Topics Covered:
- Contact center environment
- Performance metrics
- Customer interaction techniques
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 50 minutes
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: $1,000 per month
- Take The Course: The Call Center School
4. Call Center Supervisor Training (MSI)
This course helps individuals develop the necessary skills to supervise a call center team effectively. It focuses on managing performance, resolving team challenges, and improving leadership capabilities. Participants will complete the course with a certification exam to validate their supervisory expertise.
- Who It’s For: Current or aspiring call center supervisors
- Topics Covered:
- Leadership principles
- Team management
- Performance evaluation
- Online, In-Person, or Both? Online
- Exam Required? Yes
- Duration: 2 hours
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: $199.95
- Take The Course: MSI
5. Contact Center Strategy and Leadership (ICMI)
This e-learning course equips participants with the skills to build and manage effective contact center strategies. The course content includes practical exercises to address common industry challenges and develop actionable solutions. Graduates will gain valuable insights and tools to enhance leadership and operational efficiency within their contact center team.
- Who It’s For: Contact center managers and leaders
- Topics Covered:
- Strategic planning
- Leadership techniques
- Business alignment
- Online, In-Person, or Both? Both
- Exam Required? No
- Duration: 2 days
- How Many Hours Of Instruction: 16 hours
- Eligibility Requirements: None
- Price: $1,999
- Take The Course: ICMI
6. English for Customer Service and Call Center (Alison)
This course helps learners improve their English language skills specifically for customer service and call center roles. It focuses on teaching practical communication techniques to handle customer interactions more effectively. Participants will learn how to manage challenging conversations and improve their overall communication in a professional setting.
- Who It’s For: Non-native English speakers in customer service
- Topics Covered:
- English language basics
- Customer service vocabulary
- Speaking and listening skills
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 1.5 to 3 hours
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: Free
- Take The Course: Alison
7. Managing a Customer Contact Center (LinkedIn Learning)
This course is designed to help professionals manage the evolving landscape of customer contact centers. It provides insights into leveraging new developments to improve operations and maximize organizational success. Led by expert Brad Cleveland, the course covers strategies for managing resources, handling workloads, and enhancing the overall performance of your contact center.
- Who It’s For: Individuals in intermediate-level positions seeking to enhance
- Topics Covered:
- Customer access strategy
- Contact center management
- Workload forecasting
- Quality metrics
- Improving center performance
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 1 hour 26 minutes
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: Free for a month
- Take The Course: LinkedIn Learning
8. Comprehensive Call Center Metrics (RCCSP)
This course focuses on using metrics to improve the performance and efficiency of call centers. It equips participants with practical tools to align metrics with organizational goals and identify potential issues early on. Through interactive exercises, learners gain valuable skills to enhance call center operations and management.
- Who It’s For: Contact center managers, supervisors, QA analysts, performance analysts, directors, and professionals seeking to improve call center management using metrics
- Topics Covered:
- Aligning contact center metrics with organizational strategy
- Performing a contact center assessment
- Efficiency metrics
- Capacity metrics
- Online, In-Person, or Both? Both
- Exam Required? No
- Duration:
- In-person: 2 days
- Virtual: 4 days
- How Many Hours Of Instruction:
- In-person: 16 hours
- Virtual: 4 days
- Eligibility Requirements: None
- Price:
- Base Fee for up to 6 participants: $13,995
- Take The Course: RCCSP
9. Contact Center Agent Soft Skills Training (Benchmark Portal)
This course provides essential training for contact center agents looking to improve their soft skills. It covers key areas like effective communication, active listening, and handling difficult customer interactions. The course is designed to be engaging and practical, making it a great addition to an organization's onboarding curriculum.
- Who It’s For: New and existing contact center agents seeking to improve their customer service skills
- Topics Covered:
- Mastering the basics of soft skills
- Using tone effectively to enhance customer satisfaction
- Developing a positive attitude
- Active listening skills
- Effective communication in customer service
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 2 to 3 hours
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: $275
- Take The Course: Benchmark Portal
10. Call Center Skills Training (Study.com)
This course provides self-paced training to help individuals improve their call center skills. It offers a range of lessons designed to enhance customer interactions and service techniques. The content is ideal for incorporating into corporate training programs for employees.
- Who It’s For: Individuals and employees looking to improve their call center skills and customer service techniques
- Topics Covered:
- Call center fundamentals
- Customer interaction strategies
- Digital customer service
- Enhancing customer satisfaction
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 5 to 6 hours
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: Free for a month
- Take The Course: Study.com
11. Guide to Call Center Management (Alpha Academy)
This course provides practical training on managing call center operations and delivering effective sales pitches over the phone. It helps participants sharpen their telemarketing skills and better understand customer behavior to improve sales outcomes. By the end of the course, learners will have gained the knowledge to manage a call center and maximize sales success.
- Who It’s For: Aspiring telemarketers, sales agents, and individuals seeking to improve their call center management skills
- Topics Covered:
- Basics of call center management
- Customer buying motives
- Developing a call strategy
- Becoming a successful sales expert
- Online, In-Person, or Both? Online
- Exam Required? Yes
- Duration: 1.5 to 3 hours
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: Free for a month
- Take The Course: Alison
12. An Agent's Role in Contact Centers (ICMI)
This course helps contact center agents understand how their role contributes to the overall success of the organization. It offers insights into how contact centers operate and empowers agents to see the impact of their work on customers and colleagues. The goal is to build agent commitment and motivation by providing a deeper understanding of their key role within the contact center.
- Who It’s For: Contact center agents and team leaders
- Topics Covered:
- Contact center perspectives
- Contact center driving forces
- Contact center management fundamentals
- Agent influence on service and environment
- Online, In-Person, or Both? In-person
- Exam Required? No
- Duration: 1 day
- How Many Hours Of Instruction: 8 hours
- Eligibility Requirements: None
- Price: Contact for pricing
- Take The Course: ICMI
13. Getting Started with Call Center Training (Udemy)
This course teaches the fundamentals of effective communication and customer service in a call center environment. Participants will learn key skills for improving phone interactions and handling challenging conversations. By the end, they’ll be equipped to deliver better customer experiences.
- Who It’s For: Team leaders, supervisors, managers, and small business owners
- Topics Covered:
- Cold and warm calls
- Sales by phone
- Questioning and listening skills
- Handling objections
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 1 hour
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: $41.18
- Take The Course: Udemy
14. Call Center Quality Assurance Training (Benchmark Portal)
This course equips QA teams with the tools to create and implement an efficient quality assurance program. It covers building QA forms, scoring methods, and using technology to improve the QA process. Participants will gain the skills to ensure high-quality customer interactions.
- Who It’s For: QA staff, including team leaders and managers
- Topics Covered:
- Creating a QA program
- Developing a behavior-based QA monitor form
- Scoring, weighting, and measuring forms
- Understanding the QA process
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 6 to 7 hours
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: $995
- Take The Course: Benchmark Portal
15. Customer Service: Working in a Customer Contact Center (LinkedIn Learning)
This course helps contact center employees develop key skills to provide excellent customer service. It focuses on improving workplace performance and building a positive customer experience. Participants will learn how to thrive in a contact center environment.
- Who It’s For: Contact center employees, service desk employees, and beginners looking to improve customer service skills
- Topics Covered:
- Customer expectations
- Workload management
- Service levels and quality
- Performance metrics and accountability
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 42 minutes
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: Free for a month
- Take The Course: LinkedIn Learning
16. Fundamentals of Call Center Workforce Management (RCCSP)
This course focuses on the principles of workforce management in a call center, covering forecasting, scheduling, and managing service levels. Participants will learn how to analyze data, calculate staffing needs, and create efficient staff schedules. Through hands-on exercises, this course provides practical tools for optimizing workforce management in real-time scenarios.
- Who It’s For: Call center managers, supervisors, and professionals involved in staffing, scheduling, and managing service levels
- Topics Covered:
- Data collection and analysis
- Forecasting call center workload
- Planning resource requirements
- Scheduling call center staff
- Online, In-Person, or Both? In-Person
- Exam Required? No
- Duration: 2 days
- How Many Hours Of Instruction: 16 hours
- Eligibility Requirements: None
- Price: $1,995
- Take The Course: RCCSP
17. Contact Center Leadership (LinkedIn Learning)
This course helps leaders navigate the complexities of running a modern contact center. It teaches how to align contact center operations with organizational goals while meeting evolving customer expectations. Led by expert Brad Cleveland, the course offers practical strategies to build an engaged team and secure the resources needed for success.
- Who It’s For: Contact center leaders, managers, and team supervisors
- Topics Covered:
- Aligning contact center operations with organizational goals
- Meeting evolving customer expectations
- Building an engaged and motivated team
- Online, In-Person, or Both? Online
- Exam Required? No
- Duration: 52 minutes
- How Many Hours Of Instruction: Self-paced
- Eligibility Requirements: None
- Price: Free for a month
- Take The Course: LinkedIn Learning
18. Contact Center Management Bootcamp (ICMI)
This course delivers essential skills for managing a contact center, focusing on key principles for operational success. Participants will learn to adapt to changing customer expectations and communication channels. It's designed to help staff improve performance and achieve lasting financial impact.
- Who It’s For: Supervisors, managers, directors, and workforce management personnel
- Topics Covered:
- Key contact center management principles and practices
- Reducing costs and improving the bottom line
- Meeting service levels consistently
- Online, In-Person, or Both? In-Person
- Exam Required? No
- Duration: 2 days
- How Many Hours Of Instruction: 16 hours
- Eligibility Requirements: None
- Price: Contact for pricing
- Take The Course: ICMI
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