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?
Now: $449.95 Regular: $719.95
Great Value
For Money
Purchase Now and Get Immediate Access to the Entire "Call Center Excellence series®" – Includes 4 Complete Courseware Packages at a Discounted Rate! (Individual Programs Also Available for Purchase)
Revamp Call Center Agent Development Training Programs:
Instill best practices and techniques for elevated performance.- Infused with hands-on skill-building activities and exercises.
- A holistic training package for call center teams.
- Addressing Specific Needs:
Enhancing Handling of Challenging Callers
Streamlining AHT (Average Call Handling Time)
Elevating Telephone Customer Service Skills for Enhanced Customer Experience
Strengthening Debt Collection Skills for Specialized Teams
Unlock a Full Suite of Professional Development Training Programs for Call Center Agents with the Comprehensive "Call Center Excellence Series®"
- Adhere to the Structured Format for an Impactful Training Delivery."
- Infuse Vital Key Points with Engaging Activities for an Interactive Learning Experience."
- Utilize Clearly Organized Standalone Modules for Effective Training Sessions.
- Lead the Development of Your Agents with Authority and Expertise.
- Identify Crucial Learning Points and Amplify Team Meetings to Cultivate Specific Skills.
- Effortlessly Personalize and Fine-Tune Training to Align with Your Precise Objectives."
The Complete Call Center Excellence Series® includes:
Plus
Call control
(1 Day)Plus
Find a way to say YES!
(2 Days)Plus
Explore four comprehensive, easily adaptable packages encompassing a total of five days of training development:
- Handling Angry and Difficult Callers - Learn best practices in handling irate callers effectively.
- Mastering Call Control - Enhance agents' confidence and control in call handling, while reducing average call handling time.
- Find a way to say ...YES! - Empower agents to consistently deliver excellence in customer service over the phone.
- Successful Telephone Debt Collection - Focus on specialized, best-practice debt collection techniques for successful outcomes.
- 1 Day training program
By the end of this training program participants will be able to:
Master a 3-step procedure for effectively managing irate callers.
Recognize the priority of addressing the caller's concerns before resolving the underlying issue.
Appreciate the significance of complaints, and how they can lead to exceptional caller experiences, even in the aftermath of service breakdowns.
Embrace resilience and take ownership of callers' issues and challenges.
Random Samples
Handling angry and difficult callers
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
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
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
- 1 Day training program
By the end of this training program participants will be able to:
Recognize the significance of maintaining control during interactions with customers.
Implement a 3-step approach to reestablish control in conversations with irate or overly talkative callers.
Investigate nine distinct techniques for enhancing call control.
Harness the potential of well-structured questions to bolster call management.
Random Samples
Call Control
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
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
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
- 2 Days training program
Experience a dynamic and engaging two-day Call Center Customer Excellence program that seamlessly integrates top-tier corporate training with personalized motivation. This program enlightens agents on their pivotal role in driving business success, emphasizing their direct impact on the company’s achievements. Beyond individual contributions, the program hones in on the essential skill set agents require to forge stronger connections with customers, ensuring an extraordinary customer experience. This is achieved through empathetic interactions and a proactive approach in addressing customer concerns. Agents will also master customer-centric strategies to navigate business challenges, ultimately fostering customer loyalty and constructing customer-centric relationships.
By the end of this training program participants will be able to:
Gain insight into the pivotal role they play in cultivating a high-performance, customer-centric environment.
Develop a clear grasp of the attitude, skills, and knowledge essential for embodying a professional customer care representative.
Cultivate robust connections with customers and elevate their interpersonal communication by delving into the fundamentals of customer psychology, mastering rapport-building techniques, and adeptly adapting their communication styles to foster positive customer interactions.
Random Samples
Find a way to say YES!
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
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
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
- 1 Day training program
Tailored for debt collection call center agents and credit department personnel managing outstanding debts, this one-day program is meticulously crafted. It offers a comprehensive array of specialized best practices for collection calls, along with effective negotiation techniques. This empowers collection staff to adeptly navigate challenging conversations with debtors and customers facing overdue payments.
By the end of this training program participants will be able to:
Master a structured, step-by-step process for conducting debt collection calls.
Bolster the confidence of debt collectors in managing difficult collection conversations.
Apply and refine specific best practices for effective collection calls.
Random Samples
Successful Telephone Debt Collection
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
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
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
The fully customizable Fully Customizable 4 program training package includes:
- Fully Scripted Training Guide
- Best practice theory exploration.
- Facilitator-led group discussions.
- Self-discovery activity.
- Game-based learning.
- Practice exercises.
- Hands-on activities.
- 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
Great Value
For Money
| 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 |
4 Complete Courseware Packages in One
Now: $449.95 Regular: $719.95
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Whether you’re new to facilitating training courses or feeling a bit overwhelmed by the process, our training materials are here to guide you. We offer a complete and well-organized training material package that enables you to deliver an effective, engaging, and enjoyable professional course.
Our training course materials are structured in a straightforward manner, equipped with detailed instructions for trainers to effectively convey key points, models, and concepts to participants. Every activity and exercise is accompanied by clear directions and debriefing instructions, ensuring that essential takeaways are effectively communicated. Additionally, our Trainer’s Guide, presented in a user-friendly tabular format, offers invaluable direction and suggestions for each presentation slide, enhancing the delivery of our impactful PowerPoint slide deck and comprehensive participant workbook.
Proven Training Methods for
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Streamline your training programs and achieve consistent success with our cost-effective, content-rich training materials. Custom-designed for seamless delivery, they ensure a deeper understanding and long-lasting retention.
Eliminate Costly Trial and Error in Training Development
Say goodbye to the time-consuming process of researching and testing training protocols. Our materials provide a reliable foundation, saving you both time and money. You can trust in their effectiveness from the very start.
Choose from Comprehensive or Modular Courses for Flexibility
Whether you prefer a complete training program or wish to integrate our modular courses into your existing materials, our resources offer enhanced content and enriched delivery. They incorporate proven, engaging models and concepts for consistent success.
Keep Your Learners Engaged and Attentive
Maintaining high levels of engagement during learning sessions can be a common challenge, even for seasoned professionals. Our training materials are purposefully designed to foster interaction, prevent boredom, and bolster trainer confidence, ensuring a seamless, polished delivery.
Simplify Training Delivery for Optimal Returns
Let our resources do the heavy lifting when it comes to training your employees. This ensures you get the most out of your investment, guaranteeing a substantial return in terms of performance and proficiency.
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
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Empower Your Team’s Growth as a People Manager
As a leader, nurturing and advancing your team’s professional development is paramount. Discover your inner trainer and guide your team’s progress with our cost-effective courseware packages and training materials.
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Our meticulously organized courseware materials are designed to be user-friendly, allowing individuals with basic presentation skills to confidently and efficiently deliver training content. Valuable tips and insights are provided at critical junctures to maintain momentum and ensure an impactful delivery.
Energize Team Interactions and Learning
Inject vitality into team meetings, reinforcing pivotal learning points and igniting your team’s enthusiasm and comprehension. Our professional training course material packages provide an effective tool to integrate bite-sized learning opportunities into huddles and collaborations, emphasizing specific skills and concepts that are crucial for your team’s development.
Take Charge of Your Team’s Potential
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Tailor Your Training material package to Your Exact Objectives
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Our training course material packages are fully customizable, allowing you to align them precisely with your training objectives and your audience’s specific requirements. While you can personalize the materials with your corporate identity, please note that we retain copyright of our content and do not allow resale of our packages.
Integrate Specialized
Modules for Targeted Training
Standalone training modules and specific topic areas can seamlessly integrate into all our training programs. This flexibility enables you to focus on and customize particular subjects as needed, or to incorporate your own existing course materials.
Foster Growth with
Engaging Activities, Exercises, and Games
Our training course material packages offer a wealth of self-discovery and independent learning activities, exercises, and games. These are designed to address specific key learning points and provide additional inspiration for enhancing interactions in your existing course materials.
Specialized Training for
Retail and Call Center Industries
Our training material courseware packages and training modules encompass a comprehensive range of niche-specific subjects tailored for clients in the retail sector. This includes areas like retail selling skills and retail sales forecasting and planning. Additionally, we offer specialized training courses for call centers, covering topics such as call control, handling difficult callers, and telephone debt collection.
Focused Soft Skills Training with
Immersive Learning
Unlike generic, one-size-fits-all training course providers online, our soft skills topics are meticulously crafted to address specific skills and mindsets. We prioritize hands-on immersive learning and employ innovative training models to ensure meaningful, applicable skill development.
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Our training materials and courseware packages are thoughtfully designed with both trainers and trainees in mind. They have been rigorously tested in real-world settings to ensure successful delivery by trainers of all levels, from beginners to seasoned professionals and senior management alike.
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