We work closely with you to adapt our call center training programs and workshops to your needs.

Customer Focus’s call center workshops and seminars are easy to deliver using our trainers or your trainers. The carefully constructed training design, combined with easy-to-use call center training materials, produce successful phone skills training sessions—regardless of the trainer's experience level.

Participants receive a high-quality portfolio packed with learning- and job-aids, including a Participant Toolkit with over a hundred telephone skills and techniques, team-building activities, personal assessments and improvements, selling techniques, and tips for handling challenging customers.

A Manager Toolkit provides hundreds of tools and checklists to hire and coach customer-focused employees, monitor agent skill use and provide objective feedback, measure customer needs and satisfaction, build teams, reengineer phone processes, build internal customer focus, and conduct 20-minute team reinforcement training sessions.

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Comprehensive measurement tools include multiple Call Monitoring Forms, Mastery Test, Call Center Metrics and Industry Standards, Customer Satisfaction and Feedback Checklists, Implementation Checklists, and Estimates of Revenue Impacts.

Creating Customer Experience Owners also includes an optional GEM™ (Go the Extra Mile) Reward Program that empowers participants to recognize other employees who go the extra mile. The result is employee motivation, empowerment, cooperation, teamwork, and internal customer focus. The result: Motivated, empowered employees with the skills to provide top-level customer service.

Customer Focus can quickly certify your trainers, or you may use our master trainers. Customer Focus’s call center training is easily delivered and produces powerful results. Let us show you how.