The Call Center School has a wide variety of training options to meet your needs. You can choose from a single training class to a full curriculum or “track” of sessions to meet the needs of your call center.

Some of our popular “Learning Bundles” with special pricing are listed below.

Frontline Fundamentals

Polish the skills of your frontline agents with these training packages:

3-Course Telephone Skills Training

Fine-tune the content of your customer conversations with these three classes devoted to selecting the right words for every telephone scenario.  This special “3-Pack” includes: First Class Phone Manners, Power Phrasing, and Tyrant Turnaround.

Web Seminars – Price: $800  (a $100 savings compared to single seminar pricing)

e-Learning – Price: $150 for an individual license.

6-Course Frontline Fundamentals Core Curriculum

Provide your frontline staff with all the classes they need to be effective on the phone. Introduce them to the importance of customer service, call center operations, vocal techniques, telephone etiquette, word choices, and handling difficult calls. The six classes include: The Power of One, World of Call Centers, Vocal Makeover, First Class Phone Manners, Power Phrasing, and Tyrant Turnaround. Students that take all five classes in the Frontline Fundamentals program are eligible to test for Mastery Certification.

Web Seminars – Price: $1,500 (a $300 savings compared to single seminar pricing)

e-Learning – Price: $300 for an individual license

9-Course Frontline Fundamentals Full Curriculum

Expand skills of your frontline staff by adding 3 more classes to the 6-part Core Curriculum.  This 9-part program includes the Core Curriculum outlined above plus the 3 elective programs of Email Essentials, Selling Through Service and Anatomy of a Sales Call.

Web Seminars – Price: $2,250  (a $450 savings compared to single seminar pricing

e-Learning – Price: $450 for an individual license

Call Center Supervision

Equip your frontline supervisors and team managers with the skills and knowledge to maximize performance of their teams.

3-Course Coaching Program

The most important part of a call center supervisor’s job is to coach for improved performance. The A-Z coaching process is covered in these three web seminars from our Call Center Supervision curriculum:  Setting the Standards, Don’t Know/Can’t/Won’t Model, and Fundamentals of Coaching.

Web Seminars – Price: $800  (a $100 savings compared to single seminar pricing)

e-Learning – Price: $400  ($50 savings compared to single program pricing). Pricing is for single user license.

10-Course Call Center Supervision – Full Curriculum

Plan to join The Call Center School’s expert faculty for 90 minutes each week for a comprehensive program providing the needed knowledge and skills to be an effective call center supervisor. The 10 classes include:  Setting the Standards, DCW Model, Performance Coaching, Call Coaching, Motivation Marvels, Teamwork Template, Finders Keepers, Introduction to WFM, and Key Performance Indicators. Students completing all 10 courses are eligible to test for Mastery Certification in Call Center Supervision.

Web Seminars – Price: $2,500 (a $500 savings compared to single seminar pricing)

e-Learning – Price: $1,000 ($500 savings compared to single seminar pricing). Pricing is for single user license.

Workforce Management

5-Course Core WFM Curriculum

The 5-course core curriculum covers the five basic steps and fundamental components of workforce planning and management. The 5 courses include: Data Collection & Analysis, Forecasting Fundamentals, Calculating Call Center Staff, Scheduling Principles and Problems, and Managing Daily Service. Students completing all 5 courses are eligible to test for Mastery Certification in Workforce Management.

Web Seminars – Price: $1,300 (a $200 savings compared to single seminar pricing)

e-Learning – Price: $600  (a $150 savings compared to single seminar pricing).  Pricing is for single user license.

12-Course Full WFM Curriculum

Get the fundamentals from the 5-course core curriculum as well as more advanced concepts from a variety of elective programs. The 12 courses include all the programs in the 5-Part Core Curriculum outlined above, as well as these additional courses: Introduction to Workforce Management,  Attendance and Adherence, Advanced Forecasting Techniques, WFM Design Dilemmas, Skill-Based Routing Design, Skill-Based WFM Challenges, and Communications for Workforce Management Professionals.

Web Seminars – Price: $3,000 ($600 savings compared to single seminar pricing)

e-Learning – Price: $1,200 ($600 savings compared to single seminar pricing)

2-Course Skill-Based Routing Set

Learn how to make the most of your skill-based routing technology as well as how to match up the workforce plan to the routing design to maximize efficiency and service. The 2 courses include Skill-Based Routing Design and Skill-Based Routing WFM Challenges.

Web Seminars – Price: $550  ($50 savings compared to single seminar pricing)

e-Learning – Price: $275  ($25 savings compared to single seminar pricing). Pricing is for single user license.

3-Part Labor Strategies Seminar Bundle (Recordings)

Join us for this three-part series for the tools and strategies you need to make the most of your contact center personnel. Course leader John Frehse, Chief Strategic Officer at Core Practice, will provide you with a blueprint for developing a comprehensive labor strategy through the presentation of key calculations, scheduling strategies, case study examples, and a how-to implementation plan. The 3 courses include The Overtime Lie, Scheduling for Success, andFrom Strategy to Implementation.

Recordings – Price: $750  ($150 savings compared to single seminar pricing)

Quality Assurance

6-Part Core Quality Program (web seminars)

Increase the effectiveness of your quality monitoring and coaching program with these 6 web seminars. The 6 courses include: Building a Quality Form Parts 1 and 2, Defining Call Standards, Calibration Corner, Basics of Call Coaching, and Making the Most of QM Technology. Students who participate in all 6 classes are eligible to test for Mastery Certification in Call Center Quality Assurance.

Web Seminars – Price: $1,500 ($300 savings compared to single seminar pricing)

e-Learning – Price: $720 ($180 savings compared to single seminar pricing)

9-Part Full Quality Curriculum (web seminars)

Expand your quality program further by taking a look outside the organization to survey customers and use their feedback to improve quality. The full 7-part Quality Assurance program includes the 5 courses in the core curriculum outlined above, plus the three elective courses of Satisfaction Guaranteed ,Voice of the Customer, and Email Quality Monitoring.

Web Seminars – Price: $2250 ($450 savings compared to single seminar pricing)

e-Learning – Price: $1,080 ($270 savings compared to single seminar pricing)

Operations/Business Management

11-Part Operations/Business Management Full Curriculum

Learn the fundamentals of call center operations in addition to the Business Management core courses outlined above.  The 11-part program includes Introduction to WFM, Key Performance Indicators, Making the Match, Introduction to Call Center Technology, Telecommuting that Works, A Winning Vision, Dollars and Sense, Making the Case, Business Process Improvement, Analytics and Reporting, and Building a Sales Operation.

Web Seminars – Price: $2,750 ($550 savings compared to single seminar pricing)

e-Learning – Price: $1000 ($650 savings compared to 11 programs  purchased individually)

Call Center Customer Surveying

8-Course Customer Surveying Workshop Series
30-day licenses available throughout 2012

Attend all eight of the above courses for a comprehensive how-to learning experience that will equip with the A-Z steps of planning a survey project, designing a questionnaire, administering the survey, and analyzing/reporting the results.

Buy all 8 recorded sessions as an 8-Course Seminar Bundle for only $2,000 — a savings of $400 compared to the single seminar price.