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Call Center Excellence Series®

Pay for 2 programs and Get 2 programs Free
4 Complete Courseware Packages in 1
  • 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?

Now: $449.95 Regular: $719.95

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Great Value

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

  • check Call center development training programs for agents
  • check Best practice tips & techniques for improved performance
  • check Packed with skill practice activities & exercises
  • check 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?

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

  • check Follow the well-structured format & Deliver a powerful training.
  • check Enliven your training with numerous activities to tackle fundamental key points.
  • check Logically structured standalone modules.
  • check Take charge of developing your agents.
  • check Pick out key learning points & Energize team meetings or huddles to stress on & develop specific skills.
  • check Easily customize & tailor further to match your specific training objectives.
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 Complete Call Center Excellence Series® includes:

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.

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

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

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

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

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

Random Samples
Handling angry and difficult callers

training-materials-slides

High Impact
Power Point Slide Deck

To support immersive learning, a high impact professionally designed power point slide deck to engage trainees at all levels.

For random slide deck samples Click Here

training-materials-student-workbook

Student
Workbook

A comprehensive reference workbook you can give out to your class participants as a quick future reference.

For random WorkBook samples Click Here

training-materials-trainer-guide

Trainer
Guide

With step-by-step clear directions with tips and suggestions on what to say and how to present each slide.

For random Trainer's Guide samples Click Here

Call Control

  • 2 Days 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

dot Understand the importance of controlling each call with each customer.

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

dot Explore 9 different techniques to control calls more effectively.

dot Utilize the power of questions for better call control.

Random Samples
Call Control

training-materials-slides

High Impact
Power Point Slide Deck

To support immersive learning, a high impact professionally designed power point slide deck to engage trainees at all levels.

For random slide deck samples Click Here

training-materials-student-workbook

Student
Workbook

A comprehensive reference workbook you can give out to your class participants as a quick future reference.

For random WorkBook samples Click Here

training-materials-trainer-guide

Trainer
Guide

With step-by-step clear directions with tips and suggestions on what to say and how to present each slide.

For random Trainer's Guide samples Click Here

Find a way to say yes!

  • 2 Days 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

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

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

dot 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!

training-materials-slides

High Impact
Power Point Slide Deck

To support immersive learning, a high impact professionally designed power point slide deck to engage trainees at all levels.

For random slide deck samples Click Here

training-materials-student-workbook

Student
Workbook

A comprehensive reference workbook you can give out to your class participants as a quick future reference.

For random WorkBook samples Click Here

training-materials-trainer-guide

Trainer
Guide

With step-by-step clear directions with tips and suggestions on what to say and how to present each slide.

For random Trainer's Guide samples Click Here

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

dot Follow a step by step debt collection call process.

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

dot Understand and practice specific collection call best practice techniques.

Random Samples
Successful Telephone Debt Collection

training-materials-slides

High Impact
Power Point Slide Deck

To support immersive learning, a high impact professionally designed power point slide deck to engage trainees at all levels.

For random slide deck samples Click Here

training-materials-student-workbook

Student
Workbook

A comprehensive reference workbook you can give out to your class participants as a quick future reference.

For random WorkBook samples Click Here

training-materials-trainer-guide

Trainer
Guide

With step-by-step clear directions with tips and suggestions on what to say and how to present each slide.

For random Trainer's Guide samples Click Here

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

The fully customizable Fully Customizable 4 program training package includes:

  • Fully Scripted Training Guide
  • dot Best practice theory exploration.
  • dot Facilitator-led group discussions.
  • dot Self-discovery activity.
  • dot Game-based learning.
  • dot Practice exercises.
  • dot Hands-on activities.
  • dot Facilitator-led group discussions.
  • Participient Reference Workbook
  • Powerpoint Slide Presentation

Buy Now, Download Instantly, Get A Bonus

  • 22 games and activities you can use to enrich your trainings.
  • Useful training forms (Evaluation forms, certificates).
  • All you need to run a great training program.

Review Game Included In Every Training Material Package

End your Training Course
on a high Note

End your training course on a high note with a fun competition to review your delegates’ understanding and retention.
Quickly and effectively review your course content and retain your delegates’ engagement to the very end using an exciting competitive review game delivered in PowerPoint to finish off your training course. Like all our training course materials, the PowerPoint game is fully customizable and can be used as the basis for creating similar review games within other training materials and courses.

Watch This Short Video

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

Great Value

For Money

Why is getting the "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 $719.95
Complete Call Center Excellence Series® $449.95
You Save $269.95
Complete Call Center Excellence Series®
4 Complete Courseware Packages in One

Now: $449.95 Regular: $719.95

Add to Cart View Cart

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  • Add to shopping cart
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Deliver fun, Effective And
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Great value for a small investment

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).

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All our course material packages are instantly downloaded so you get it immediately after successfully completing your purchase.
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Comprehensive & Well-structured
Training Course Design Documents

Even if you’ve never delivered a training course before and are finding the whole process a little daunting, our training materials provide everything you need to complete an effective, engaging and fun professional course.

Our training course materials are presented in an easy-to-follow format with enhanced instructions for trainers to explain all of the key points, models and concepts to delegates with clear directions and debriefing instructions for every activity and exercise, incorporating the key points and main takeaways to deliver and tips on how to get your points across. Our tabular Trainer’s Guide provides clear direction and suggestions on what to do and say with each presentation slide, to enhance the delivery of our high-impact PowerPoint slide deck and comprehensive participant workbook.

Training Concepts & Models
that Achieve Measurable Results

Our training course materials and courseware packages come with over 20 years of professional training design and delivery for some of the largest multi-national corporations in the world. Experienced instructional designers and senior trainers have researched and developed these training courses that have proven to be very popular with learners of all types and have consistently achieved measurable business results.

Affordable professionally designed
customizable training materials

You do not need a huge training budget to develop your people. Every true leader knows that staff development is at the core of his/her job. Now, even with a low training budget you can afford to deliver affordable, professionally designed course materials and courseware packages.

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Trainers

Save time and money by delivering an effective training program first time, every time, using our affordable, content-rich training materials that are bespoke designed to ensure smooth delivery, superior understanding, and long-term retention.

Avoid wasting time researching and developing a training protocol that must be tested and delivered multiple times before you can get a real, tangible measure of its efficacy, and potentially, making an expensive and inefficient mistake.

Select one of our comprehensive, fully inclusive training courses or incorporate our modular courses into your existing materials to enhance your content and enrich delivery using fresh, engaging models and concepts that have been proven to work, time and time again.

Keeping your delegates engaged and switched on during learning sessions is one of the core challenges that even professional and experienced trainers commonly face – and our training course materials are specifically designed to encourage interaction and engagement, avoid boredom, and boost trainer confidence to ensure a seamless, slick delivery.

Take the hard work out of delivering training to your employees and ensure the maximum return on your investment!

TCM training materials are professionally written state of the art and masterfully done with up-to-date training aids and workbooks. Nowhere else could you find training materials of this quality for the price ... AAA+

Peter Morrison
Sales & Marketing trainer

For
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As a leader, developing and supporting your team is of course your top priority – so discover the trainer in you and take charge of your team’s professional development and advancement with our affordable courseware packages and training course materials.

Our carefully structured and highly organized courseware materials allow anyone with basic presentation skills to follow and deliver training content confidently and efficiently, complete with helpful tips and insights provided at key stages along the way to build and maintain momentum and ensure an impactful delivery.

Liven up team meetings, choose and reinforce key learning points and boost your team’s enthusiasm and understanding with our professional training course material packages, and integrate bitesize learning opportunities into huddles and collaborations to stress specific skills and concepts that serve your key development areas.

Take control of your team and help them – and you – to reach your full potential by using our training course materials to deliver seamless workplace learning on-the-go.

Customize Your Training Package
To Suit Your Requirements

All our training course material packages are 100% customizable and can be adapted to match your training objectives and the requirements of your audience. You can even re-brand your course materials with your own corporate identity, although we retain copyright of our course content and do not permit the resale of our packages.

Add Standalone
Modules

Individual standalone training modules and topic areas can be integrated into all of our training programs, to allow you to focus on and customize specific topics as required, or to enable you to add or incorporate your own existing course materials.

Let Your Delegates Grow With
Activitie, Exercises And Games

All of our training course material packages include a plethora of self-discovery and independent learning activities, exercises, and games designed to address specific key learning points, as well as providing additional ideas for activities and interaction to add depth and interest to your existing course materials.

Our comprehensive range of courseware packages and training modules incorporate a range of niche-specific subject areas targeted towards clients in the retail sector, including topics such as retail selling skills and retail sales forecasting and planning . We also offer a range of call center-specific training courses like  controlling calls , handling angry callers and telephone debt collection.

Unlike the wide variety of off-the-peg training course material providers on the internet that wait to trap the unwary would-be trainer with generic canned courses that prioritize style over substance, our soft skills topics are carefully developed to target specific skills and mindsets using hands-on immersive learning and innovative training models.

All our training materials and courseware packages are designed and developed with both trainers and trainees in mind, and have been tried and tested on the job to ensure their successful delivery by trainers of all types, from frontline employees and first-timers to senior management and training professionals alike.

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innov8 Performance Limited, UK
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Sales Marketing trainer
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Professional Inspirations Ltd. UK
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To find out more about how our training course materials can help you to boost engagement, deliver effective training and enhance your team’s knowledge and understanding of the key points that are important to you, please take a moment to read our frequently asked questions, or get in touch now if you want to know more.

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