Contact centre training
Providing your people with the training they need
Bespoke contact centre training for your staff.
We design, build and deliver training programmes to help you improve the skills of your front-line customer advisors
With automation and AI taking care of the routine and repetitive tasks in many contact centres, the skills needed by in-house teams are changing. The specialist, ‘uniquely human’ social and emotional skills provided by call center agents are more important than ever in lifting and maintaining the quality standard of your customer service.
Hand in hand with that advancing technology are more processes and systems for your team to get to grips with to remain relatable and accessible.
We can help your staff build on their expertise with a whole range of call centre courses and skills training solutions.
We are really flexible in our approach and can deliver our contact centre training either face to face, virtually in real time, or through e-learning with online courses - whatever suits you and your business the best.
We can:
Develop and deliver bespoke training sessions after identifying specific needs and skills shortages
Deliver your own company’s core training programs
Train your staff directly
'Train the trainer’, where our specialist team helps upskill your in-house trainers
The types of call centre training solutions we can deliver for you fall into four categories:
Soft skills – negotiation, objection handling, demonstrating empathy and working with vulnerable customers
Compliance and regulatory training – GDPR and Data Protection, Information Security, Financial Conduct Authority (FCA), among others
Process and system training – the technical training needed to use contact centre software tools and equipment
