Call Center Excellence Series^®

  Are you a call center trainer looking for quality training materials that will truly benefit your agents?

  Are you a call center manager or supervisor and want to develop your agents?

Call center development training programs for agents

Best practice tips & techniques for improved performance

Packed with skill practice activities & exercises

Complete training solution for call center teams

Do agents have difficulty handling angry callers?

Do agents have a high AHT - Average call handling time?

Want to improve agents' telephone customer service skills to provide a better customer experience?

Have a debt collection team & want to improve their telephone debt collection skills?

for one low price of $449.95 (Normally priced at $719.8)

 
Buy now & instantly download the complete "Call Center Excellence series^®" with 4 complete courseware packages and SAVE (Programs can also be sold separately)

 

	Trainer's Guide	Student Workbook
	Powerpoint Slide Deck	Exercise & Activity sheets

 

The complete Call Center Excellence Series^® has all you need to run a set of professional development training programs for call center agents.

 

With the 4 hands on, fun and highly effective training programs you get an amazing great value. Packed with skill practice, tips and techniques to provide a complete training solution for call center agents or anyone who provides sales/service over the phone.

With a big emphasis on telephone customer service, participants will understand how to use their voice to engage better with customers, portray energy and commitment and understand how positive phrasing can help to deliver a connection with customers and enhance their personal communication and credibility, enhance their confidence and ability to deal with difficult callers. The set also include a best practice training program that focuses on how to establish and maintain control of each call from start to end plus a one day program dedicated to tips and techniques used by professional telephone debt collectors.

 

The 4 complete easily customizable packages include 4 Training programs with 5 days of training & Development for:
Handling angry and difficult callers -  Best practice in dealing with irate callers. Call control - Increase agents confidence and control while handling calls & reducing average call handling time. Find a way to say YES! - Telephone customer service excellence Successful telephone debt collection - with focus on specific best practice debt collection techniques

 

All 4 training programs are packed with high energy skill practice activities and fun hands on exercises with all you need to deliver a set of highly motivating and effective set of programs for call center agents that will directly impact each agent's performance resulting in a more efficient call center operation.

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Handling angry and difficult callers 1 Day training program

It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not your fault. This one day program will teach you a simple but powerful 3 step process that will help you calm angry callers down and regain and maintain control of the call and handle the situation confidently and professionally help your caller diffuse his/her strong emotions and concentrate on working together collaboratively to resolve his/her issue.

  By the end of this training course participants will be able to:

 Understand and follow a 3 step process for handling angry callers.

 Discover the importance of fixing the caller first before fixing the problem.

 Understand the value of complaints and how the best caller experiences can come out of the worst service break downs.

 Explore the value of being resilient and having ownership of callers issues and problems.

Random Samples - Handling Angry & Difficult Callers

Trainer's Guide

Powerpoint Slide Deck

Student Workbook

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Call control 1 Day training program

The main focus of this one day tailored training program is to help call center agents reduce their AHT - Average call handling time by equipping them with the required basic call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more structured call flow resulting in a swift and professional answers and resolution of customer issues without compromising customer..

 By the end of this training course participants will be able to:

 Understand the importance of controlling each call with each customer.

 Follow a 3 step process to regain control of calls with angry and talkative callers.

 Explore 9 different techniques to control calls more effectively.

 Utilize the power of questions for better call control.

Random Samples - Call Control

Trainer's Guide

Powerpoint Slide Deck

Student Workbook

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Find a way to say YES! - Telephone Customer Service Excellence 2 Day training program

This fun high energy two day call center customer excellence program combines the best in corporate training with the best in personal motivation. Throughout the program agents discover that it’s truly up to them to make a difference and that each agent is directly responsible for the success of the business. The program focuses not only on the people but also on the skill set agents need to connect better with customers and provide an exceptional customer experience through empathizing and taking ownership of customer’s issues, using customer centric strategies to solve business challenges promoting customer loyalty and building customer centric bridges.

By the end of this training course participants will be able to:

  Understand how their role is instrumental in delivering a high performance customer focused environment.

  Clearly understand the attitude, skills and knowledge required to be a professional customer care representative.

  Create stronger connections with customer and enhance their personal communication through understanding the basics of customer psychology, rapport building and adapting their communication styles for positive customer interactions.

Random Samples - Find A Way To Say YES!

Trainer's Guide

Powerpoint Slide Deck

Student Workbook

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Successful Telephone Debt Collection 1 Day training program

This one day program is specifically designed for debt collection call center agents and credit department staff who deal with customers with outstanding or overdue debts. It introduces a plethora of specific collection call best practice as well as collection negotiation techniques to help collection staff handle challenging collection conversations with debtors and customers with overdue payments ...

By the end of this training course participants will be able to:

 Follow a step by step debt collection call process.

 Increase debt collector’s confidence when handling challenging collection calls.

 Understand and practice specific collection call best practice techniques. 

 

Plus a free bonus software developed for savvy debt collectors "The Excuse Buster"

- A useful quick reference application loaded with answers & questions to ask when faced with common excuses debtors come up with 

- Easily add your own excuses & answers & create your own library of excuses & answers to be your quick reference while on the call 

 

Random Samples - Successful Telephone Debt Collection

Trainer's Guide

Powerpoint Slide Deck

Student Workbook

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The fully customizable 4 program training package includes:

FULLY SCRIPTED TRAINER GUIDE:

 Best practice theory exploration. 

 Facilitator-led group discussions.

 Self-discovery activity. 

 Game-based learning.  

 Practice exercises.  

 Hands-on activities.  

 Facilitator-led group discussions. 

PARTICIPANT REFERENCE WORKBOOK

POWERPOINT SLIDE PRESENTATION 

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 Buy now and download instantly the "Call Center Excellence series^®" with all 4 complete training programs (5 training days)

• Handling angry and difficult callers
• Call Control
• Find a way to say YES!
• Successful telephone debt collection 

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Why is getting the "Complete call center excellence series®" a great deal versus buying separate programs?
Handling angry and difficult callers	$179.95
Call Control	$179.95
Find a way to say yes!	$179.95
Telephone debt collection	$179.95
Total	$719.8

Complete Call Center Excellence Series®	$449.95
You Save	$269.85

Get it all now!  for one low price of $449.95 (Normally priced at $719.8)

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Receive a package of extensive and well structured training course materials complete with comprehensive trainer guides, delegate workbooks, power point slides, activities and exercises as well as several support documents from evaluation sheets to attendance certificates so you have all you need to run a successful training program. 

  100% customizable

You can easily customize, personalize and tailor each training course material package to match your training objectives and the training needs of your audience. You even have full rights to brand it with your own brand name. (We only do NOT allow re-sale of our training course material packages) 

  Standalone modules can easily be added to enliven your training material

Each training program is logically structured into standalone modules each focusing on a specific topic for ease of customization, addition  or incorporation into your own existing course materials.

 Get new ideas for activities, exercises and games

Each of our training course material packages includes a plethora of  self discovery exercises, activities and games addressing specific key learning points giving you more ideas for activities and interaction to enliven  your existing course materials.

 Fun, competitive review game to end on a high note!

An exciting and competitive review game (In Power Point) to easily review the content, enhance retention and ensure your participants stay engaged till the very end. (The Power Point game is fully customizable and can be used to create similar review games for other training materials and courses).

 Download and get it immediately

All our course material packages are instantly downloaded so you get it immediately after successfully completing your purchase.

 

 

Deliver fun, effective and professional trainings easily!

Even if you are delivering training for the first time, our training materials will guide you step by step. Our materials have an easy to follow format and instructions that explains all key points, models, and concepts. We also provide directions for all activities/exercises and debriefing instructions about which key points to stress in each activity/exercise. As a manager, it will be easy for you to take charge of developing your team and deliver the training program yourself or through a professional trainer.

Our tabular formatted Trainer's Guide makes delivery easy. We provide clear directions and suggestions on what to do and what to say with each slide. We also provide a high impact PowerPoint slide deck and a comprehensive Reference Workbook for participants. Trainers who used our courseware and training materials were able to provide accelerated learning solutions that engaged all types of learners. Read some of our testimonials.

We provide niche courseware packages and training materials that are highly effective and interactive. For example, we have courses specific to the retail industry such as retail selling skills and retail sales forecasting and planning and call center specific training like controlling calls, handling angry callers and telephone debt collection. Unlike many other internet sites who have hundreds of ineffective canned packaged courses, our targeted soft skills topics have been very carefully developed targeting specific skills and attitudes using innovative training models and hands-on activities. Most of our training materials and courseware packages have been tried and tested and successfully delivered to professionals from senior managers to frontline employees.

Save yourself hours of development and research time. You can use our affordable, content rich training materials to deliver an exceptional training program. Or, you can use our modules to enhance and enrich your current course materials with fresh, new, and proven models, concepts, interactive games, activities, and exercises. That way, you can focus all your effort on the delivery of your program and ensure the maximum return on your training investment.

Discover the trainer in you and take charge of developing your people; after all as a leader, developing your team should be your number one priority. Our affordable courseware packages and training course materials will allow you to do just that. Our courseware materials are well structured, organized, and easy to use. Anyone with good presentation skills can follow the well structured format and deliver our training content comfortably.

Enliven your team meetings, pick out key learning points from our easy to use and professionally designed training course material packages and provide your team with a short powerful session during team meetings or huddles to stress on a specific key skill/s that serves key development area/s. Remember as a people manager, you are the one who is ultimately responsible for developing your team.

To find out more about our course material packages , please take a few minutes to read our frequently asked questions or take a look at our testimonials page and read what trainers, consultants, leaders and business professionals who used our training materials said.