Our in-house training solutions are built on 20+ years’ experience of leading contact centre managers and award winning operations. Each course reflects best practice from across the industry. From teaching a new contact centre Team Leader how to get the most from their team members, to showing your frontline teams how to deliver great conversations, we have the breadth and depth of knowledge to make a difference immediately.
All of our training team are seasoned contact centre professionals with the practical experience and knowledge to help you develop and deliver the right training programme for your organisation. Our clients love the fact that we understand contact centres – it helps them get to the root of their challenges quickly and ensures that the training delivered makes a difference. And we know that Advisors and Team Managers respond positively to training that is delivered by someone who has a thorough understanding of their role.
Our approach when developing any in-house training programme is to firstly spend time in the operation to learn about the business, its priorities and challenges. We work alongside the leadership team to carry out an assessment of the current operation to understand the current standards of delivery and to ensure that any training is appropriately aligned to the business objectives.
Click on the links below to see examples of the training courses we can deliver for you:
- Call Handling Techniques
- Delivering Great Conversations
- Operational Coaching Skills for Team Managers and Coaches
- Performance Management Practices in a Contact Centre Environment
- Absence Management in a Contact Centre Environment
- Running Effective Contact Centre Meetings
- Planning and Prioritising for Contact Centre Team Managers
- Delivering Difficult Conversations Successfully