Telephone and Reception Skills Course 2026

This course is for receptionists, front-desk staff, office assistants and anyone who answers a business phone in Canada. It covers greetings, holds and transfers, spelling names and numbers, taking messages, voicemail, difficult callers and scams, and visitor sign-in, privacy and accessibility. Listening questions play short calls aloud. Study each lesson, try its topic quiz, then take the timed final assessment and score 80% or more to earn a certificate of completion.

Course
Canada
100 questions
Checked October 13, 2026
Fact-checked October 13, 2026

Quick answer

This free course has about 150 minutes of lessons, 6 untimed topic quizzes (100 questions in all) and a timed final assessment of 35 questions drawn at random. Score 80% or more on the final assessment to download a certificate of completion (private, not accredited). Checked against official sources on October 13, 2026.

Start with the lessonsTelephone and Reception Skills Course: Lessons: about 150 minutes of reading. Every test question is covered in the lessons.

What you will learn

Answer business calls and greet visitors with a clear, professional greeting
Put callers on hold, transfer calls and screen calls politely
Spell names and email addresses with the NATO phonetic alphabet and say numbers clearly
Take complete, accurate messages and use voicemail well
Handle upset and abusive callers, spot phone scams and respond to threatening calls
Sign visitors in, protect personal information and serve people with disabilities, including relay calls

Score 80% or more to download your certificate.

Your study plan

Read each lesson, take its topic quiz (untimed, with explanations), then the timed final assessment. A new mix of questions is drawn every time. Your progress is saved in this browser.

Topic quiz 1: Greeting callers and visitors

What to know before the test

In the NATO phonetic alphabet, A is spelled Alfa and J is spelled Juliett.
The Translation Bureau recommends writing Canadian phone numbers with hyphens and no parentheses, such as 819-555-5555, because the area code is now required in most of Canada, even for local calls.
The Office of the Privacy Commissioner of Canada says an organization must inform customers when it records a call and should state the purpose clearly.
A TTY user dials 711 to reach a relay operator. To call a TTY user through the relay service, dial 1-800-855-0511.
SRV Canada VRS is a free video relay service in American Sign Language (ASL) and Quebec Sign Language (LSQ).
CCOHS lists working alone or in isolated areas, including an isolated reception area, as a higher risk for workplace violence.
The Canadian Anti-Fraud Centre warns about a "head office spoof", where a fraudster calls a franchise business, claims to be from head office and pushes staff to activate prepaid cards or send money.
Privacy commissioners for Canada, Alberta and B.C. say that looking at a driver's licence is usually enough, and photocopying or scanning it generally goes too far.

Frequently asked questions

What certificate do I get, and what is it not?

If you score 80% or more on the final assessment, you can download a PassEveryTest Certificate of Completion. It shows that you finished a general skills course. It is not an accredited qualification, and it is not a certificate from any employer, phone system vendor or government.

Who is this course for?

It is for receptionists, front-desk and office staff, concierge and customer service workers, and anyone who answers calls or greets visitors at work. It also helps people who are learning workplace English.

How do the listening questions work?

Your device reads a short call or conversation aloud, in a Canadian English voice if your device has one. Listen, then answer the question. The script is shown after you answer, so you can check what you heard.

Does the course teach a specific phone system?

No. Buttons and features differ between phone systems. The course teaches skills that work with any system. Ask your employer for the guide to your own phones and voicemail.

How does the final assessment work?

It has 35 questions picked at random from the course's question bank, and you have 35 minutes. You get a new mix of questions each time you try.

Do the privacy rules in the lessons apply to my workplace?

The lessons use federal guidance as examples. Alberta, British Columbia and Quebec have their own private-sector privacy laws, and some workplaces, such as clinics, have extra rules. Follow your employer's privacy policy.

Is the certificate accredited or officially recognised?

No. It is a private certificate of completion for knowledge only. It is not recognised, accredited or approved by any government, licensing body, regulator or educational institution, and it does not replace any licence, certification or training required by law.