Choose the most effective method of delivering training for your Contact Centre teams.
To comply with social distancing norms and to overcome travel limitations due to COVID-19, currently the Contact Center Training are done remotely through recorded calls and video conferencing.
Call Centre Agents Training and Certification
Core Knowledge, Skills and Competencies for Contact Centre CSRs/Agents in Customer Service and Sales
Call Centre Supervisors Training and certification
Core Knowledge, Skills and Competencies for Contact Centre Supervisors in Customer Service and Sales
Train your Trainers
These workshops are also available for license and train-your-trainers. Under license we provide master copies of the Instructor Guide and Student Materials including, job aids, recordings, forms and assessment tools.
Call Quality Evaluation (CQE) program
CQE consists of classroom skills training, call simulation practice, and follow through call quality evaluations (CQEs) with feedback and coaching to each student.
To reinforce our classroom skills training, within 30 days of the session, our master trainer will complete “call quality evaluations” (CQEs) for each student where we observe and evaluate their calls and provide direct feedback and coaching to the student. In addition, a personalized call coaching plan will provided to you for each student for their ongoing skills development.
Live surveys based on live phone calls, IVR and email are conducted to collect primary data and a report is created to give pointers for improvement (Email, Live Phone Calls, IVR)