Professional Telephone Skills

Advancements in technology has meant that we need to refine our telephone communication more than ever. Not only are these skills vital for receptionists, switchboard operators and call center agents, but everyone in business today should be concerned about improving their telephone skills.

Professional using telephonic skills

Over the phone

93%  of our message is communicated through our voice. How we speak over the phone has become that  much more important.

One should consider:

  • Tone of voice
  • Pace at which we speak
  • Volume
  • Pronunciation
  • Choice of words

A warm, friendly smile translates into an enthusiastic sounding voice.

Accents Professional Telephone Skills Programme

Our programme is unique in that it targets telephonic skills and effective voice The module content is customised and the level adjusted to address the specific needs of your business environment.
How to use your voice as a powerful tool
  • Vocal clarity
  • Tone
  • Pace and speed
  • Energy and enthusiasm
  • Managing nerves
  • Improved pronunciation
Telephone Skills
  • Answering a call professionally
  • Transferring calls efficiently
  • Taking down accurate messages
  • Recording detailed information
  • Call screening
  • Value-adds and positive endings
Customer Service Skills
  • Managing difficult callers
  • Extraordinary customer service
  • Appropriate use of language
  • Telephone etiquette
  • Active listening skills
  • Identifying customer types

Anyone. Everyone. In Business

Who should attend telephone skills training?

Sales Teams 

Customer Service Agents


Switchboard operators

Girl on the telephone

Marketing Teams 

Personal Assistants


Call center agents 

additional content for professional telephone skills

Additional modules may include:

For Receptionists:
Meeting and greeting
Image and grooming
Front line procedures

For sales staff:
Sales strategies
Techniques of persuasion
Assertiveness over the phone

We build and customize content to suit your needs.

We also conduct ghost calls as a way to monitor and train staff.


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