Contact Centre Sales Performance

Contact centre sales training for inbound and outbound teams: call openings, questioning and listening, recommending with confidence, handling objections and converting conversations, with coaching guidance for team leaders.

Not every sales team sells from a laptop in a series of video calls. Field sellers plan routes, walk into businesses and build relationships face to face. Contact centre teams have minutes, not weeks, to understand a customer and agree an outcome. We understand that the skills overlap, but the rhythm, pressure and coaching moments are different.

Enquire About This Lab Explore the course

Two sellers role-playing a customer conversation while a colleague observes — Explore. Practise. Perform.

Duration

1 day · 9:30am–5pm

Group size

Up to 12 delegates

Format

Online or face to face

Price — Face to face

From £1,999

+ VAT

Price — Online

Available on enquiry

where understanding becomes useful —

Why this course matters

In a contact centre, a customer decides within minutes whether a conversation is worth their time.

What you’ll explore in the Lab

This training helps inbound and outbound sellers open calls with purpose, ask focused questions, listen for what matters, recommend with confidence and handle objections without sounding scripted.

Team leaders learn how to coach the same behaviours in call reviews and one-to-ones, so the learning continues on the floor. Scenarios are built from your customer types, products and the objections your team hears every day.

a real challenge. a purposeful response.

The challenges this addresses

Scripted calls that sound the same whatever the customer needs
Questions skipped under pressure to keep handling times down
Objections met with a discount or an early goodbye
Call quality reviews that score calls without improving the next one

What this can change at work

Strengthen the conversations behind conversion: clearer openings, better questions, more confident recommendations and calmer objection handling. Team leaders gain a practical structure for call coaching. We focus on observable call behaviours and agree with you which indicators to watch, rather than promise conversion figures or call-handling targets.

Purposeful openings

Calls start with a clear reason and a question that invites the customer to talk.

Listening before recommending

Advisers summarise what they heard and link the recommendation to it.

Coaching on the floor

Team leaders use call reviews to agree one behaviour to practise, not just a score.

Explore. Practise. Perform.

Less theory. More application.

What participants will practise

Realistic sales scenarios, role-play and peer feedback around call openings that earn the customer’s attention and questioning and active listening in short conversations. Where helpful, participants work on their own live (or anonymised) opportunities.

What they’ll take away

Take-away materials with the questions, frameworks and techniques covered, plus a short personal action plan for the next customer conversations where the skill matters.

How we help it stick

Reflection and action planning are built into the session. Reinforcement such as manager guides, follow-up labs or coaching depends on the programme you choose and is agreed with you.

How we make learning stick

Inside the workshop

Highly interactive, with call practice in pairs and small groups, listening exercises and peer feedback. Where appropriate, anonymised call examples are used to agree what good sounds like. Delivered on site or live online, with timings planned around shift patterns.

Make Contact Centre Sales Performance relevant to your business

Tell us where you want to make progress with call openings that earn the customer’s attention. We can discuss suitable workplace examples, priorities and access needs before agreeing the scope. Choose live online or face-to-face training for your UK or European team, with delivery arrangements agreed before booking.

Discuss a customised version

What the training covers

The scope below sets out the subjects covered. Workplace examples and practice are shaped around your team within the booked format.

Call openings that earn the customer’s attention
Questioning and active listening in short conversations
Recommending with confidence and linking to customer needs
Handling objections without scripts or early discounting
Converting and agreeing the next step
Coaching call quality: practical call reviews for team leaders

What’s included in your booking

Your booked time and format: 1 day · Live online or face to face, agreed before booking · Up to 12 delegates.
Included in every course: Interactive, facilitator-led learningLive, hands-on sessions built around practice and participation.
Group discussionsShared conversations about real situations, so people learn from each other as well as the facilitator.
Breakout exercisesSmall-group practice, role-play and problem-solving, online or in the room.
Take-away materialsCourse materials, tools and templates to use back at work.
Facilitated learning and practical application: The subject coverage, exercises and facilitator feedback described above, with space to connect the learning to relevant workplace situations. The workshop description sets out the specific plans, prompts or tools developed in this course.

Follow-up coaching, refresher sessions and additional delivery days are not automatic inclusions; any additions are agreed in your proposal. Travel, venue arrangements and any software licences are confirmed separately where relevant. Prices exclude VAT.

Outcomes

The capabilities delegates work towards through the training and practice:

Open calls with a clear purpose and an engaging question
Use focused questions and summaries to understand customer needs
Make recommendations that connect to what the customer said
Handle common objections calmly and keep the conversation moving
Run call reviews that agree one behaviour to practise

the next conversation is where it counts —

Take it back to work.

Choose a real situation where you want to apply the learning. Use it to turn an outcome into a manageable first step, then reflect on what changes.

Choose

Start with one priority: Open calls with a clear purpose and an engaging question.

Apply

Try the approach in a relevant task or conversation. Note what felt useful and what you would adapt.

Review

Reflect on what happened, seek feedback where appropriate and choose your next step. Follow-up support can be discussed separately.

Bring this topic to your next event

We can discuss adapting Contact Centre Sales Performance into a keynote or large-group session, focusing on the themes most relevant to your audience. Depth, activities, timings and any follow-up depend on the format and package you choose; an event session is not a substitute for the full course.

Explore Speaking & Events

More from Specialist Sales Lab

Field Sales Excellence

Practical field sales training for sellers who prospect, meet and sell face to face: territory planning, opening conversations, consultative questioning, objections and gaining commitment.

1 day · 9:30am–5pmUp to 12 delegates

Course synopsis

Field sellers win or lose on the quality of the conversations they have once they are in front of the customer. This workshop helps face-to-face sellers make better use of their territory time, open conversations with confidence, uncover what matters to a business owner or buyer, move the conversation beyond price and agree a clear commitment before they leave. We shape scenarios around your customers, products and sales process, so participants practise the conversations they will have next week rather than a generic script.

Key focus areas

Territory planning: prioritising visits and protecting selling time
Opening face-to-face conversations with confidence
Consultative questioning for business owners and buyers
Value-based conversations that move beyond price
Handling objections in the moment
Gaining commitment and agreeing next steps

Outcomes — you'll be able to

Plan a territory week around high-value activity
Open face-to-face conversations that earn attention
Use consultative questions to uncover customer priorities
Respond to common objections calmly and credibly
Agree a clear commitment before leaving the meeting

Included in every course

Interactive, facilitator-led learning
Group discussions
Breakout exercises
Take-away materials

Face to face

From £1,999+ VAT

Course details

The In the Field Package

Two days for field sellers: a practical workshop on territory, conversations and commitment, then a day out in the field putting it to work on real visits, with coaching and a debrief.

2 days · 9:30am–5pm each dayUp to 12 delegates

Course synopsis

Field selling is learned on the doorstep, not in the meeting room. Day one is an interactive workshop: planning a territory week, opening face-to-face conversations, consultative questions for business owners and buyers, moving beyond price and agreeing a clear commitment before leaving. Day two takes the learning outside. Sellers plan their visits in pairs, rehearse their openers, then head into an agreed patch to make real visits, with facilitator and manager coaching where practical. The team regroups to debrief what worked, what they heard and what they will keep doing next week.

Key focus areas

Territory planning and visit prioritisation
Opening face-to-face conversations
Consultative questioning on the doorstep and in meetings
Value conversations that move beyond price
Handling objections in the moment
Live field visits with coaching and debrief

Outcomes — you'll be able to

Plan a territory day around high-value visits
Open conversations that earn a few more minutes
Use questions to uncover what matters to the customer
Agree a clear next step before leaving
Reflect on real visits and agree what to keep doing

Included in every course

Interactive, facilitator-led learning
Group discussions
Breakout exercises
Take-away materials

Face to face

From £2,999+ VAT

Course details

your sales team. your priorities. your programme. —

Build your own sales programme.

Combine courses, focus on your skills gaps and shape the learning around your sales cycle. Standard workshops run with 8–10 delegates; BDR and MEDDPICC sessions have a maximum of eight; Sales Leadership workshops run with 6–8. Smaller bespoke cohorts can be discussed, with pricing agreed for your programme.

Your people. Your priorities.Ready to sell better? Build your programme.A programme shaped around your people — and the progress you want to make.

Where better selling begins.

Your team doesn’t need more slides. They need skills that stick.

Know you need help? Book a relaxed, no-obligation 30-minute call. We’ll talk through your team and challenge, and you’ll leave with an honest view of the options — no brief or programme needed.

Book a Discovery Call Enquire about this course