Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This content will help call centre agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energising and practical content. Note that we will use two acronyms interchangeably throughout the content: CSR: Customer Service Representative CCA: Call Center Agent