Where can I find a good call center training program?

Hello Mark,

If you want to make sure that your new Call Center is working at the highest possible level – and you’re willing to invest in a great training program - I would suggest that you first invest in ensuring that you are hiring the right people for your Call Center’s Mission.

Top performing Call Centers drive their Revenue & Performance through superior hiring tactics. Deploying tools that give you better insight and more accurate predictions as to which applicants from a pool of Job Candidates would perform up to, or beyond your established standards contributes most significantly to increased Call Center productivity.

After all – even if you deliver the world’s best training program to the wrong trainees – you still wind up with a poorly performing, dysfunctional Call Center.

SPAS Call Center Agent Pre-Employment Screening Software Weeds Out the Job Candidates who will Burn Out Fast because they aren't suited for the work, and identifies the people with the Personality/Job-Fit, Soft Skills, Motivation, and Work Ethic to be Top Call Center Agents. SPAS Software allows you to Select New Call Center Agents who will fit your Employment Needs Better – Get your Training Faster - and Stay On The Job Longer - leading to an Agent Workgroup that has More Experience and is More Productive.

SPAS Software is sold on an Unlimited Usage License basis - there are No "per Test" Fees - "Annual Renewal" Fees – or any other User Fees whatsoever. Technical Support for SPAS is Free & Unlimited as well. SPAS Licenses are also sold with a 6 Month, 100% Money-Back Guarantee of Satisfaction.

Please don't hesitate to call/eMail me for more information, or to find out about a Free Trial of SPAS Software: http://www.telesoftsystems.ca/64201.html.

Regards.

David Filwood
Principal
TeleSoft Systems
604-986-4116
david_filwood@telesoftsystems.ca
www.telesoftsystems.ca

Good Morning Trevor,
There are so many training companies out there and I would like to "throw my hat in the ring" I am a partner at McKee Consulting LLC. You can find us on the web at www.ThePositiveCoachApproach.com

We have been in the call center training business for thirty years and we love what we do. Our focus is on communication skills.Whether you're in sales, service, collections, or Call Center Coaching, you need to be able to communicate your messsage to your customer and be able to coach your agents to success. This is what we do.

We customize every training and we bring that training to you. We provide not only training but support after the training. We coach your agents one-on-one immediately after training to make sure they can apply their newly learned skills. We also provide webinar support.

Take a look at our website and give us a call. We are happy to support call centers to maintain a high level of service and a successful sales team

Thank you, Sally Cordova
www.ThePositveCoachApproach.com
SallyC@tyccpro.com

There is a growing demand for individuals possessing IS audit, control and security skills, CISA is a highly recognized certification program by individuals and organizations around the world.

Tranchulas is offering preparatory online trainings for CISA examination. A certified CISA professional demonstrates proficiency and creates opportunities for any individual affiliated with the field of Information Security. To obtain further information regarding CISA trainings please visit our website:
http://www.tranchulas.com/online_information_security_training.html

Any other inquiries can be made at info@tranchulas.com

The best training that I have found in past 15 years is that offered by The Call Center School (www.thecallcenterschool.com) led by Penny Reynolds and Maggie Klenke. The training can be web-based modules or customized for your organization.

Another area you may want to consider is the Society of Workforce Planning Professions (www.swpp.org). Your contact there is Vicki Herrell.
The annual conference is slated for mid-March and it's the best learning and networking opportunity that I've found.

I'll be making three presentations at the conference -- Long Range Planning Using Excel, Don't Forget about the Shrinkage, and Excel Tips for Workforce Management Professionals. There will be many more options as well as opportunities to meet with various vendors.

RDeaton

The Customer Experience Foundation offers training at all levels from Agents to Business Leaders. We work with and manage a number of quality standards recognised as industry benchmarks. We are a leading provider of Customer Experience Assessment & Training.

We also do senior management training and selection for global organisations.

We run a large number of courses. Currently we are running courses from "Risk Management for Project Managers" to "Customer Experience Planning". This year alone we expect to run courses for Business Call Centre English in 12 Countries for 20,000+ Agents Supervisors and Contact Centre Managers.

We also do specialist training needs analysis projects and tailored courses based on detailed customer experience investigations. This year will also see the launch our courses on "Social Media Analysis", "Service Cloud Planning" and "Call Avoidance Strategies". We also do courses in Compliance and regulatory affairs including UK FSA TCF and OFCOM.

Finally we provide specialist programmes in:

IVR Planning
Quality Control & Measurement
Speech Analytic
Service Testing.
New Contact Measurement Tools
Contact Service Accounting
WFM
Web Service Design
Unified Com Design

Finally I am proud to say that we we are working on getting a recognised degree course on Contact Management agreed with the Dept. of Education. We are also providing guidance to a number of overseas governments.

We may not however be the right provider for you and there are many fine tools courses and training centres that we know of and could recommend if we cannot help you.

If I can be of some assistance please do contact me

Regards,

Prof. Morris Pentel BA (Hon) MBA DBA
Chairman
Customer Experience Foundation & Chair of the Institute of Contact Sciences
Tel: +44 (0) 7947 259818
Skype: mopentel
Email: mp@customerexperiencefoundation.org
www.customerexperiencefoundation.org

Training and ongoing OS monitoring for customer satisfaction is imperitive tools that must go hand in hand. We currently train new operators, worldwide and monitor their activity on a session based timeframe as mystery callers. All calls are recorded, measurements are calculated and results are distributed to decision makers for improvements. Training is one thing, monitoring from a customers viewpoint is critical to determine how well your operators are doing. We also provide live c-sat surveys as an extra tool for overall accurate reporting.

I'd like to talk to you in more detail,

Laura Burke
The Paisley Group
www.thepaisleygroup.com
630-212-5667

Take a look at www.iamontrac.com. They have a superb operations management program for team leaders, call the Star Certification Program. We ran it a few times at my previous company and we actually saw ROI.

My business specializes in training of call center reps and--even more important--frontline supervisors. Our programs "The Voice of Your Company" and "Coach the Coaches" are the most popular. Both are are baesd on my books. A Career for the 21st Century, The Voice of Your Company, and Your Pivotal Role. More information can be found at our web site: www.careerimpact.net. Or, give me a call: 1-800-813-8105.