How long is the phone service course and in what format?

It is 8 hours, usually in two 4-hour sessions or four 2-hour micro-sessions fitted between campaign shifts. It can be live virtual, on-site at your contact center, self-paced on the platform, or a combination. The content is the same; what changes is how people practice.

Does it include a DC-3 certificate?

Yes. Every participant who meets the attendance and assessment criteria receives a DC-3 certificate with the data required by Mexico's STPS, and the platform keeps attendance and grade records per campaign for your audits and inspections.

Can it be adapted to our campaign and scripts?

Yes. Before starting we review your scripts, your quality rubric, your most frequent call reasons and your metrics; practice calls and cases are built from that information. If you serve customers in English, some exercises can be practiced in that language.

What about questions after the sessions?

Geedle Bot, our artificial-intelligence agent, is trained on the course content and recordings. It answers questions at any hour, night shifts included, and takes the participant to the exact minute and second of the recording where the instructor explained the topic.

Soft skills courses

Phone and call center service course for companies

A hands-on course for call center agents, BPO staff, help desks and anyone who answers the phone in stores, clinics and offices. We practice with simulated calls based on your scripts and real cases, with rubric-based feedback, an AI agent that supports participants between sessions, and a DC-3 certificate filed with Mexico's STPS.

What is the phone and call center service course?

It is an 8-hour program that trains the skills behind a good call: greeting and opening, controlling the conversation, voice and tone, diagnostic questions, handling upset customers, first-contact resolution and closing with proper notes. It runs live virtual, on-site or self-paced, with a DC-3 certificate and practice calls.

Course sheet

The essentials at a glance.

Duration

8 hours

Formats

Live virtual · On-site · Self-paced

Certificate

DC-3 · STPS

AI agent

Geedle Bot answers questions 24/7 with the exact minute of the recording

What your team will be able to do

Learning objectives observable on the job.

Structure the call
Greeting, verification, diagnosis, solution and closing on every contact.
Communicate through voice
Use tone, pace and positive language to convey empathy without seeing the customer.
Defuse upset customers
Listen, acknowledge the emotion and steer the conversation toward a solution.
Resolve on first contact
Diagnose with questions, use the knowledge base and log the case properly.

Syllabus

Course syllabus

Six modules; each one leaves a deliverable you can apply in your operation.

The agent and customer experience
What customers expect when they call, key contact center indicators and the agent's role in each.
Indicator map
Call structure
Opening, verification, diagnosis, solution, confirmation and closing following your campaign protocol.
Call script
Voice, tone and positive language
Pace, volume, pauses, phrases that help and phrases to avoid on the phone.
Phrase list
Questions and first-contact resolution
Diagnostic questions, using the knowledge base and when to transfer or escalate.
Diagnostic tree
Upset customers and difficult situations
Listening, acknowledging emotion, respectful boundaries and managing your own stress between calls.
De-escalation protocol
Notes, follow-up and improvement plan
Useful notes in the system, follow-up commitments and self-assessment with a quality rubric.
Personal improvement plan

Who is this course for?

Call center and contact center agents, BPO representatives, help desk staff, receptionists and collections, telesales and after-sales teams. It works for inbound and outbound campaigns; scripts, cases and metrics are adjusted to your operation and your customers.

What changes in the operation after the course?

Calls with a clear structure, fewer transfers and callbacks, upset customers who calm down instead of escalating, and complete notes at close. We measure before and after with a learning assessment and, if you share your data, with quality, first-contact resolution and satisfaction indicators.

Want this course at your company?

Request the proposal for the phone and call center service course: three scope options with a closed price in under 24 business hours.

Quote on WhatsApp Request a proposal

Participant asking Geedle Bot on a laptop at night; the agent replies with minute 42:15 of the course recording

Artificial intelligence

An AI agent supports every participant during and after the course

Geedle Bot is trained on the syllabus, materials and recordings of your course. Participants ask in plain language and get an exact answer, not a generic one.

Knows every detail of the course: dates, syllabus, deliverables and certificate criteria
Solves problems in real time, at any hour, from Moodle, WhatsApp, Teams or Slack
Delivers the exact minute and second of the recording where the instructor explained the topic
Reinforces what was covered with summaries and review questions, and escalates to the instructor when needed
Shows HR which topics raise the most questions so the course can be adjusted

Meet Geedle Bot

Which format suits each course?

All of them issue a DC-3 certificate and leave records on the platform; what changes is how people practice and how the calendar is organized.

	Live virtual	On-site at your company	Self-paced on the platform
Ideal for	Teams across several sites or remote	Hands-on practice, team dynamics and brigades	Rotating shifts and large workforces
Interaction	Live instructor, breakout rooms and real cases	Instructor in the room, role-plays and practice with equipment	Microlessons, challenges and automatic assessments
Typical duration	2-to-4-hour sessions on different days	4-to-8-hour days	2 to 4 weeks at your own pace
Records	Attendance, participation and assessment on the platform	Roster, assessment and photo evidence	Progress, grades and time on the platform
Questions between sessions	Geedle Bot 24/7	Geedle Bot 24/7	Geedle Bot 24/7
Certificate	DC-3 with the STPS	DC-3 with the STPS	DC-3 with the STPS

Related courses

Other soft skills by sector courses and the full category.

FAQ

Frequently asked questions about the phone and call center service course

Get a quote for this course for your team

Tell us how many people, in which city and in which format. We reply the same day, free and with no commitment.

Phone and call center service course for companies

What is the phone and call center service course?

Course sheet

Duration

Formats

Certificate

AI agent

What your team will be able to do

Structure the call

Communicate through voice

Defuse upset customers

Resolve on first contact

Course syllabus

The agent and customer experience

Call structure

Voice, tone and positive language

Questions and first-contact resolution

Upset customers and difficult situations

Notes, follow-up and improvement plan