Recipient Name of the course Focus Area Duration
Agent What You Need to Know About the Call Center Core skills 4h
Agent Manage Your Personal Performance and Development Core skills 4h -customized
Agent Customer Care and Call Handling Skills for Agents Core skills 24h – customized
Agent Dealing with Difficult Customers and Situations Core skills 2h – add to cust care
Agent Handle Stress and Change Core skills 4h
Agent Email – Learn to Write Right Core skills 4h
Agent Teambuilding for Call Center Agents Core skills 8h
Agent Add-on, Up Sell and Cross Selling Skills Sales workshop 4h
Agent Solution Selling Inbound Agents Sales workshop 24H
Agent Account Management and Account Cycling Large Clients  Sales workshop 16H
Agent Collection Skills for Agents Collections Workshop 24H
Supervisor/Manager Operations Management for Call Center Supervisors Operations Management 24H
Supervisor/Manager Operations Management for Call Center Leaders/Managers Operations Management 24H
Supervisor/Manager Metrics – Manage Call Center Key Performance Indicators Operations Management 8H
Supervisor/Manager Coaching Call Quality Skills for Call Center Leaders Operations Management 24H
Supervisor/Manager Calibrate Call Quality Across the Enterprise People Management 8H
Supervisor/Manager Coach Call Quality for Lead Agents People Management 24H
Supervisor/Manager Building Effective Call Center Teams People Management 8H
Supervisor/Manager Building a Call Center Culture and Employee Loyalty People Management 4H
Supervisor/Manager Leadership and Management Skills For Call Center Supervisors People Management 8H
Supervisor/Manager Manage Change, Stress and Teams People Management 4H
Supervisor/Manager Manage Change, Teams and Time People Management 4H
Supervisor/Manager Performance and Conflict Management for Call Center Leaders People Management 16H
Supervisor/Manager Train the Trainer to Train Trainer Workshop 16H