First Class Phone Skills

  • Foundational phone skills for telephone agents
  • Covers everything from call flow and etiquette to vocal techniques
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

Excellent service over the phone starts with first class phone skills. This self-paced e-learning course equips telephone agents with proven techniques to deliver stellar customer service over the phone. It is designed to lay a robust foundation of communication and soft skills by covering the topics of call structure, word choice, etiquette, and voice techniques.

Who should take this?

  • Newly hired telephone agents (as part of onboarding)
  • Agents that have difficulty with phone skills
  • Supervisors or coaches that manage telephone agents


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 3 h 45 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

The Fundamentals for Steering Every Call in the Right Direction

Navigating a Customer Call

Prepare agents to navigate skillfully through every customer call by familiarizing them with a roadmap to effective telephone communications.

From answering the phone properly, to techniques for transferring and placing a customer on hold, to closing a call positively; this unit will help agents manage all facets of customer interactions in an effective and professional manner. We’ll also make sure agents become aware of the most common telephone etiquette problems and how to avoid them. Finally, we’ll outline best practices for leaving voice messages and arrange all the key elements to create professional voicemail greetings.

Agents will learn:

  • To effectively open and close calls.
  • To avoid the most common telephone etiquette problems and bad habits.
  • Recommended techniques for transferring callers and putting them on hold.
  • Ways to expertly close the call to leave the customer with a positive impression.
  • Best practices when relying on voicemail communications.
  • 7 modules
  • 72 min

Included modules and learning aims:

  1. Introduction 08 min

    • Describe the importance of telephone etiquette
    • Identify the places in a call where manners matter
    • Outline the content of the unit
  2. The Warm Welcome 12 min

    • Describe the importance of first impressions on a phone call
    • Outline the two main parts of a proper greeting
    • Describe options for welcoming and orienting the caller
    • Describe options for taking possession of the call
  3. The Caller Shuffle 13 min

    • Identify hold and transfer scenarios that may impact caller perception
    • Outline recommended techniques for transferring calls
    • Outline recommended techniques and words to use when placing callers on hold
  4. Gracious Goodbyes 08 min

    • Identify the components for a successful call closure
    • Describe the importance of first call resolution
    • Outline the words and phrases to use in a call closing
  5. Voice Messaging 10 min

    • Outline the top etiquette offenses related to voice messaging
    • Describe problem messaging behaviors and how to avoid them
    • Identify the components of an effective voice mailbox greeting
  6. Etiquette Essentials 12 min

    • Identify the most common phone manners mistakes in telephone communications
    • Outline best practices in use of names, titles and accents
    • Describe some of the most desirable words to enhance communications
    • Outline words and behaviors to avoid over the phone
  7. Unit Review and Assessment 09 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly. Good luck!

2. Power Phrasing

Winning Words for Effective Communications

Power Phrasing

What we say and how we say it can have a powerful impact on the outcome of every customer interaction. In this unit agents will learn what to say and what not to say, for a positive outcome each and every time.

Delivering bad news is an inevitable part of an agent’s job. Luckily, delivering bad news doesn’t always have to create a bad experience. In this interactive e-learning agents will become versed in how to say “no” in a positive manner by performing a “message makeover” by eliminating negative words and irritating phrases from their communications.

Agents will acquire the vocabulary to turn negative statements into positive ones and learn how to give instructions in a helpful way in order to leave a positive impression with each customer. They will be given a guideline of words to use and words to avoid on every customer call. In addition, they will become skilled in identifying caller communication styles and selecting the best phrases to build rapport with your customers. The end result will be callers who leave with a positive impression of the agent and your company.

Agents will learn:

  • To select the right words to convey a message.
  • To avoid negative phrases and wording and replace with positive phrases.
  • Key phrases that help build rapport with each customer.
  • Visual words and phrases that can be used to replace body language to demonstrate interest and support.
  • Ways to keep a call on track and arrive at a positive outcome.
  • 8 modules
  • 56 min

Included modules and learning aims:

  1. Power Phrasing Overview 08 min

    • Describe the importance of using the right words
    • Identify common wording problems and opportunities for improvement
    • Outline the content of the course modules that follow
  2. The Power of Positive 09 min

    • Identify universal positive and negative words
    • Pinpoint negative words and phrases to avoid
    • Describe options for replacing negative with positive words
    • Perform a message makeover for common telephone scenarios
  3. Saying Positively No 06 min

    • Identify additional options for changing negative to positive wording
    • Describe additional ways to communicate "No" to customers
    • Outline ways to provide simple, yet final "No" responses
  4. Help or Homework 05 min

    • Identify scenarios where rules or instructions are conveyed in a less than positive way
    • Identify words that make instructions sound like work
    • Outline words that sound helpful rather than bossy
  5. Taking it Personally 05 min

    • Identify the challenges of communications when the customer is at fault
    • Pinpoint words that convey an accusatory tone
    • Replace accusatory words with less personal alternatives
  6. Making the Match 08 min

    • Describe ways to develop rapport with the caller during a conversation
    • Outline active listening approaches that support the caller
    • Identify three communications styles and how to adapt to each
  7. Finding the Right Words 06 min

    • Identify words never to use in customer communications
    • Identify commonly misused words
    • Identify commonly mispronounced words
  8. Unit Review and Assessment 09 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly. Good luck!

3. Vocal Makeover

Proven Techniques for a Winning Voice

Vocal Makeover

If used properly, one’s voice can have a huge impact on customer satisfaction. When used improperly, distracting vocal mannerisms that sometimes creep into speech can have a negative impact on the call and can leave customers dissatisfied.

This unit will help agents become aware of the most common speaking distractions and give specific tips and techniques for improvement so they can communicate with confidence. Agents will gain an understanding of the seven vocal elements and learn how to improve each one so their voice becomes a finely tuned instrument that helps make a positive impression on every telephone call.

Agents will learn:

  • Effective vocal warm-ups that maximize the clarity of their voice.
  • To identify and eliminate frequent verbal mishaps and “verbal viruses”.
  • How to correct problems with vocal volume and tempo.
  • How to find the optimal telephone voice pitch.
  • To change their voice inflection in order to sound more upbeat, energetic and enthusiastic.
  • 4 modules
  • 104 min

Included modules and learning aims:

  1. Your Vocal Impression 32 min

    • Identify the importance of a first impression
    • Identify verbal viruses and how to prevent them
  2. Seven Vocal Characteristics 52 min

    • List the seven distinct vocal qualities that impact how your voice is heard by others
    • Identify the voice components that you can change for greatest impact
  3. Caring for your voice 20 min

    • Outline a plan for vocal improvements
    • Warm up your voice safely and effectively
    • Describe the important factors in vocal health
  4. End of Unit Assessment 15 min

    In this module, we'll test your knowledge of the key learning points from Vocal Makeover. To score a passing percentage of 80%, you must answer 10 of a possible 12 questions correctly. Good luck!

Mastery Certification: First Class Phone Skills

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

15 questions 15 min

Mastery Certification: First Class Phone Skills

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We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for First Class Phone Skills below. If you apply for bulk pricing, please contact us to place your order.

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The First Class Phone Skills course is designed by call center experts to provide a practical and engaging learning experience. Start today.