In conjunction with Call North West; Call Centre Trainingcontact centre training courses in a central Manchester Location.

The Essentials Skills Series is designed to help participants overcome the challenge of working in a contact centre in 2017.

As customers increasingly self serve or contact via social media, calls into agents are becoming increasingly complex. Customers see making a call into a contact centre as an escalation and they want their query resolved.

Agents, teams leaders and managers need to be adaptable to the challenges they face. That’s why we’re collaborating with Call North West to deliver a series of training courses through 2017.

March 2017

22nd a.m. Inbound Sales – more than order capture, making the most of the opportunity

22nd p.m. Inside Sales – outbound calls for New Business Generation

23rd p.m.Time Management & Productivity

29th p.m. Assertiveness & Effective Communication


April 2017

25th a.m. Persuasion & Influencing Skills

25th p.m. Managing Meetings – energy, control & productivity

26th a.m. Customer Service Skills

26th p.m. Complaint Handling

27th : Train the trainer


May 2017

4th a.m. Helping Bereaved Callers


June 2017

14th : Coaching for Call Quality – developing people and their skills through your call quality process

16th a.m. Stress Management & Wellbeing

16th p.m. Time Management & Productivity


July 2017

5th a.m. Customer Service in Writing

5th p.m. Writing Interesting Reports

27th Presentation Skills


September 2017

6th a.m. Inbound Sales – making the most of the opportunity

6th p.m. Outbound Sales – Telephone Account Management



11th a.m. Difficult Conversations about Performance

11th p.m. Dealing with Difficult People

12th:  Managing Telemarketing Campaigns



7th : Coaching for Call Quality & Skill Development

8th a.m. Assertiveness & Effective Communication

8th p.m. Helping Bereaved Callers

9th : Train the Trainer

10th a.m. Customer Service in Writing

10th p.m. Writing Interesting Reports


Half Day Training

£99 + VAT for members of Call North West

£175 + VAT non members

One Day Training

£198 + VAT members of Call North West

£350 + VAT non members


Don’t forget to have a look at the Advantage Team Leader Development Programme developed especially for Contact Centre Team Leaders; more





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