Call Center Excellence Series®

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call center agent training customer services


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:

 Handling angry and difficult callers


having control over calls scitron
Handling angry and difficult callers
(1 day)

Call Control
(1 day)

Telephone customer service training for call center agents

telephone debt collection

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

Handling angry and difficult callers
1 Day training program

Handling angry and difficult callers

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.

Call Control
1 Day 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 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.

Find a way to say YES!
2 Days training program

Sales Territory Planning Routing training courseware

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.

Telephone Debt Collection
1 Days training program

telephone debt collection

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:


 Best practice theory exploration. 
 Facilitator-led group discussions.
 Self-discovery activity. 
 Game-based learning. 
 Practice exercises. 
  Hands-on activities. 
 Facilitator-led group discussions. 




Buy now and download instantly the "Call Center Excellence series®

with all 4 complete training programs (5 training days)
  • 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?
Handling angry and difficult callers $129.95
Call Control $149.95
Find a way to say yes! $129.95
Telephone debt collection $149.95
Total $599.95
Complete Call Center Excellence Series® $349.95
You Save $209.95

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  iconsms

for one low price of $349.95 (Normally priced at $599.95)

great value coursewar



Why buy our courseware packages? 


Big Value for money

Instantly get a comprehensive and well structured training courseware materials package that includes everything you will need to run a successful and professional training program:

A comprehensive trainer guide that will guide you step-by-step through the training program with detailed explanation of the topics as well as suggestions on what to say and how to debrief and run the different activities and explain concepts.

A comprehensive workbook to hand out to each of your class participants that makes for an excellent complete reference to the training material covered as well as instructions for participating in the different activities and also gives them space to take notes.

Power Point slide deck that's professionally designed to support your training delivery and impress your audience.

Activity & Exercise sheets as well as several other training support documents from training evaluation sheets to attendance certificates so you have all you need to deliver a complete training program with your training material package.

Review game show (In Power Point) to end your training on a high note and run a competitive and exciting review game where teams compete for a prize by answering questions around your training materials. (The Power Point game is fully customizable so you can use it to create similar competitive review games for other training materials and programs you already teach.)


Fully customizable

Any modifications or customiation or pesonalization of the training materials to match your specific training objectives or specific needs of your participants can be easily made since you get all source files in Microsoft office format. You have the right to make any additions or even brand your training materials package with your own brand (we only do not allow the resale of these training material packages in any way or form)


Easily add to your own materials

Our Training packages are divided into modules where each module focuses on a specific topic which makes it easy for you to tailor or customize the training materials or add to your current training courseware materials.


Exercises, Games & activities to enliven and spirit-up your training delivery

Our training packages are packed with self-discovery activities, exercises and games focusing on specific learning outcomes to enliven your training delivery and energize your participants.


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. 


Professionally designed training materials delivered to your inbox with the following features:

Fully Editable and customizable Downloadable immediately
No restrictions, full freedom to use Get original source files
MS office format Engaging Innovative content
Packed with activities , games and exercises Based on latest training models and concepts
Very well organized and structured design documents Specific job aids and useful forms to use back on the job (Selected training courses )
Engaging power point slide deck High impact visuals
Step by step comprehensive trainer guide Training materials that helps you create an engaging learning environment
Competitive fun games and activities Assessment tools (Selected training courses)
Complete training course material package with all you need to run a great training including evaluation forms and certificates for participants. All documents in MS office format including trainer guide, slides, workbook, activity and exercise sheets and additional support tools.


About us

Since 1998 Scitron Training has successfully provided it's customers all over the world with high quality training materials and ready to deliver courseware packages as well as delivery through our cadre of international highly experienced trainers and consultants.

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