Contact Centre
Training Programs
Our contact centre consulting team will help you optimise every step
of the associate lifecycle with digital and blended learning solutions.
Improve contact centre operations
Effective contact centre associate training can mean the difference between creating customer loyalty and losing business. That is why our consultants utilise contact centre training best practices, such as AI-simulated training, to ensure your associates are equipped with the customer experience and soft skills needed to drive meaningful customer interactions. Our award-winning contact centre training programs will also help you turn your associates into top performers and improve business processes. Our clients see improved first call resolution, lower average handle times, and increased customer satisfaction and quality assurance scores. We will also evaluate your current agent training and contact centre operations to find opportunities for digital transformation and optimization. For example, improve associate speed-to-proficiency and reduce costs with workforce management and real-time AI-powered knowledge management systems.
Increase customer satisfaction while also saving time and
money with effective contact centre training courses
75%
increase in
speed-to-proficiency
57%
decrease in
on-boarding time
11%
increase in first
call resolution
15%
improvement in
customer satisfaction
18
point increase in NPS
(Net Promoter Score)
Create engaging learning experiences with
our contact centre training best practices
We design, build and implement contact centre management and call centre training programs to optimise every step of the associate lifecycle, dramatically improving the skills of associates and centre performance
Onboarding
Initial training curriculum to help reduce onboarding and nesting time. Our fast-paced, engaging, and relevant onboarding solutions increase knowledge retention and call centre agent performance through infused social learning processes.
Development
Improve employee engagement and job performance with self-paced, personalised learning journeys. Available on demand from any device, our contact centre training is aligned to personal and business goals.
Knowledge
Eliminate knowledge gaps and improve industry experience with our knowledge management solutions. Provide a single source of truth for all content your associates need to meet customer expectations and excel.
AI-powered
Artificial Intelligence (AI) learning solutions that provide role playing scenarios and immediate coaching. And knowledge solutions with AI-powered search and analytics to continuously improve the platform and processes.
Our contact centre training programs are award winning, including Best Training and Development Program, Best Unique or Innovative Learning Program, Best Culture of Learning, and Best Employee Training Program.
Skill-based training for
contact centre associates
Manager
Supervisor
