Telephone skills training online for people who make and take calls at work, from phone manner to telesales rules. It is for reception, customer service and sales staff in Australia, and it is self-paced.
Who this course is for
- Receptionists and front desk staff
- Customer service staff who take calls
- Sales staff who make outbound and telesales calls
- Anyone in Australia whose job is phone-based
What you'll learn
- Apply a professional greeting, a clear voice with the right tone and pace, and active listening on every call
- Take accurate messages, put callers on hold and transfer calls so nothing is lost
- Use phone-specific de-escalation, set respectful limits with abusive callers, and look after yourself after a difficult call
- Plan and make ethical outbound calls: prepare, open, question, present benefits, handle objections, close and follow up
- Identify the Australian rules for telemarketing, including the Do Not Call Register, calling hours, disclosure, cooling-off and telling callers about recording
- Leave clear voicemail messages, send SMS follow-ups that meet the Spam Act, and look after your wellbeing in a phone-based role
Course details
- Format: online, self-paced, 6 narrated video lessons with captions, activities and practice checks
- Time: about 1.5 hours, including activities and the quiz
- Assessment: online quiz, marked automatically, 3 attempts, 80% to pass
- Certificate: Certificate of Completion when you pass (download as a PDF straight away)
- Includes: participant guide PDF to keep
- Price: $99 AUD per person; group bookings available through the site
Frequently asked questions
Is this course accredited? This telephone skills training online is a non-accredited short course from Australian Salesmasters Training Co (ASTC), RTO 6854. It is not nationally recognised training. You receive an ASTC Certificate of Completion when you pass.
Does this cover telemarketing rules? Yes. You identify the Australian rules for telemarketing calls, including calling hours, disclosure, cooling-off and telling callers about recording.
Does it cover difficult callers? Yes. You use phone-specific de-escalation, set respectful limits with abusive callers, and look after yourself after a difficult call.
This is a non-accredited short course and is not nationally recognised training. Any legal content is general information current as at November 2026, not legal advice.