Call Center Excellence Series®
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Now, Get the complete Call Center Excellence Series® With all you need to run a set of professional call center development training programs The 4 complete easily customizable packages include:
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| Handling angry and difficult callers (1 day) |
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| Find a way to say YES! (2 days) |
Telephone Dept Collection (1 day) |
4 Training programs with 5 days of training targeting:
Handling angry and difficult callers
Call Control
Find a way to say YES!
Telephone Dept Collection
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Handling angry and difficult callers |
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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. Read More |
By the end of this training course participants will be able to:
Understand and follow a 3 step process for handling angry callers.
Discover the importance of fixing the caller first before fixing the problem.
Understand the value of complaints and how the best caller experiences can come out of the worst service break downs.
Explore the value of being resilient and having ownership of callers issues and problems.
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Call Control |
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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 experience/customer satisfaction. Read More |
By the end of this training course participants will be able to:
Understand the importance of controlling each call with each customer.
Follow a 3 step process to regain control of calls with angry and talkative callers.
Explore 9 different techniques to control calls more effectively.
Utilize the power of questions for better call control.
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Find a way to say YES! |
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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 skills 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. Read More |
By the end of this training course participants will be able to:
Follow a structured step by step approach to plan sales activity within their sales territories.
Understand the criteria for determining real customer potential
Determine sales territory potential and assess strengths, weaknesses, opportunities and threats within the sales territory
Set strategic objectives and goals for their sales territories.
Explore best practice sales territory routing patterns for efficient and effective coverage.
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Telephone Debt Collection |
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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 debt collection call best practice and negotiation techniques to help collection staff handle challenging collection conversations more professionally with debtors and customers with overdue payments and collect more overdue debts.Read More |
By the end of this training course participants will be able to:
Follow a step by step debt collection call process.
Increase debt collector’s confidence when handling challenging collection calls.
Understand and practice specific collection call best practice techniques.
The fully customizable 4 program training package includes:
FULLY SCRIPTED TRAINER GUIDE:
PARTICIPANT REFERENCE WORKBOOK
POWERPOINT SLIDE PRESENTATION
CLICK HERE FOR COURSEWARE SAMPLES
Buy now and download instantly the "Call Center Excellence series®"
- Handling angry and difficult callers
- Call Control
- Find a way to say YES!
- Telephone Dept Collection
| Why is getting the "Complete call center excellence series®" a great deal versus buying separate programs? | |
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| 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 | $719.85 |
| Complete Call Center Excellence Series® | $449.95 |
| You Save | $269.85 |
Plus a Big Bonus!
22 activities to use with other training programs & training materials you have.
Power Point Review Game: Review the training materials you just covered and watch excitement rise as participants compete to answer questions in a series of exciting rounds.
That’s not all, The Power Point game is fully customizable so you can easily change the questions and create other versions and other games for other training courses and training materials you teach.
Receive all source files instantly in MS Office format  |
Why buy our courseware packages?
Big Value for money
Fully customizable
Easily add to your own materials
Exercises, Games & activities to enliven and spirit-up your training delivery
End your training with a fun & competitive review exercise
Each of our training packages includes a great bonus Power Point game show that was designed to be the grand finale of your training program and keep your participants engaged to the very end. Just split your participants into teams and watch excitement rise as they compete to answer questions around your training materials for an excellent and fun way to review, recap and improve retention of the training materials covered.
Download and get it instantly
Instantly download and get your training package immediately. After purchasing off our website you immediately get a link to download everything in a zipped file.
Fully Editable and customizable
No restrictions, full freedom to use
MS office format
Packed with activities , games and exercises
Very well organized and structured design documents
Engaging power point slide deck
Step by step comprehensive trainer guide
Competitive fun games and activities
Complete training course material package with all you need to run a great training including evaluation forms and certificates for participants.
Downloadable immediately
Get original source files
Engaging Innovative content
Based on latest training models and concepts
Specific job aids and useful forms to use back on the job (Selected training courses )
High impact visuals
Training materials that helps you create an engaging learning environment
Assessment tools (Selected training courses)
All documents in MS office format including trainer guide, slides, workbook, activity and exercise sheets and additional support tools.
Our Clients
"Scitron's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun."
Alan Lloyd
Trainer & Business consultant, San Francisco, USA"Scitron's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun."
Jeanne Parks
Trainer & Business consultant, San Francisco, USA"The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research. Ultimately a fantastic workshop to either deliver or participate in."
Nige O'Shea FIMI
Professional Inspirations Ltd. UK"I’m very impressed with the quality and professionalism of these training programmes. The content is structured and delivered in such a way as to facilitate a positive learning experience for the participants. The presentation and course notes are well-designed, fun and engaging which help to encourage a high level of participation."
Katelyn Johnson
Trainer, Johannesburg, South Africa"Scitron have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of multi media visuals and activities, trainers were able to provide an accelerated learning solution that grasped the imagination of all types of learners and ensured the maximum return on training investment in this fast paced industry. Even the most seasoned sales professionals found something new and useable from their high energy training sessions and the course feedback was fantastic - consistently!"
Craig Hines
Innov8 Performance Limited, UK"I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality. The programmes follow a logical sequence and are very comprehensive. As they are produced in MS Office formats, not password protected pdfs, they are very customisable and it has been easy to change the materials to UK spelling. The additional activities provided are very extensive and should prove useful once I have had time to explore them fully. The materials are going to save me hours of work as I prepare new training courses."
Alan Lloyd
Team Leader, EU Support to Civil Society in Libya Project"I have purchased the time management package and I found it really easy to customize to meet my training requirements. The sequence of content was very conducive to life -long learning, the slides were very attractive and helpful. The exercises included in the package were exciting and were well liked by the participants. I encourage other trainers to buy is as the price is reasonable when compared to other training packages available on the internet"
Imad AL-Husami
Trainer and Consultant"In Sales training, Scitron’s ability to identify the specific areas of skill gap and build a program that directly addressed those gaps is very professional. That, coupled with the dynamic training events, has helped customers to drastically impact the skill level of their sales force and make a measurable impact on bottom line results."
Tarek Fahmy
Trainer & Consultant, Dubai, UAE"I loved all the activities that helped me achieve a high level of interaction and energy keeping participants engaged . all the activities, ice breakers and case studies that achieved a fun learning environment while maintaining depth in the knowledge acquired."
