Frequently Asked Questions
Questions about purchasing
How does purchasing training with The Call Center School work?
Our training can be purchased per seat per program. Let's say you want to train 10 newly hired agents with "Contact Center Basics" and "First Class Phone Skills", then you would need to purchase 10 seats for each program.
What is a seat?
A seat in The Call Center School is pretty much like a seat in a classroom. It's the way of accessing a training. A seat can be assigned to one user for one program. A seat can be transferred between users, as long as the seat hasn't been started yet.
What’s included in the price?
Our price per user includes:
- 6 months access to the program's content
- unlimited exam attempts
- support via web chat
What payment methods do you accept?
We accept all major credit cards: VISA, Mastercard, American Express, and Discover. Please contact us if you'd like to pay with check or wire transfer.
Do you offer support?
Absolutely, we are here to help you and your learners along the way. We have a live chat feature that you can use within the product to ask us anything.
Are there any technical restrictions or prerequisites?
E-learning material from The Call Center School works in all modern browsers. Access to the internet is required.
Can I preview the content before purchasing?
If you're not yet convinced and would to preview our content, please contact us.
Do you offer bulk discounts?
Absolutely. We offer bulk discounts for orders containing 5 or more seats for a program or bundle. Discounts start at 15%. Are you looking to buy programs for 100 or more learners? Please contact us to request a custom quote.
Where can I find your W-9 form?
Questions about us
Who uses The Call Center School?
The Call Center School's curriculum is used by contact centers around the world. Our content is specifically designed to work for any type contact center (inbound, outbound, phone, email or social media) in different industries (BPOs, financial institutions, credit unions, healthcare providers, retailers, etc.).
How many people have you certified?
The Call Center School has certified well over 30,000 contact center employees, and we're certifying thousands of employees every year.
Who created the content?
Our content is created by a team of industry specialists, instructional designers, graphic designers, video specialists, and linguists to ensure that all content is of the highest standard. The content is based on the expertise of The Call Center School's founders Penny Reynolds and Maggie Klenke.
Questions about our learning platform
Can I monitor specific student progress?
Certainly, you can monitor the progress of all users using the training progress dashboard. This dashboard displays up-to-date student progress and can be filtered by user, program, course, and module.
How many users can I add?
You can add as many users to your account as you like. There is no cost associated to the number of user accounts. You can determine the access rights per user via user roles.
About our training content
How long can the content be accessed?
When a user starts the program (i.e. opens the first module), he/she will have 6 months to complete the program. The content is available for the entire 6 months, even after completion, so the content can still be reviewed.
Can I add my own e-learning courses to your platform?
Certainly, you can add you own e-learning courses to The Call Center School. This way you can combine your own company-specific training with the programs from The Call Center School. This feature is free of charge. Click here for more info.
Can a program be reused?
A program that is assigned to a user and hasn't been started yet, can be reassigned to another user. However, as soon as a user starts the program it can no longer be transferred.
Can I host the training material from The Call Center School on another LMS?
The Call Center School e-learning content is available exclusively through The Call Center School's platform, in order to guarantee its performance.
How often is the content updated?
Our curriculum is maintained continuously to comply with the latest trends and techniques in the contact center industry. The platform is also improved continuously to comply with the latest technological developments.
How is the training delivered?
All of The Call Center School's training content is available exclusively in a web-based, self-paced e-learning format.
Why is e-learning the your exclusive delivery method?
After many years of experience with different delivery methods, we have transitioned solely to e-learning. For our type of training, customers have reflected that e-learning yielded the best results, because learners can take the content at their own pace and review content without holding up others. Learners can learn where they are most receptive, whether that's in the office, at home, or during the commute to work. Learners can train for an hour straight, or use the idle time between calls, whatever suits best. Above all, it's more affordable than other training formats.
Are any handouts or other supporting materials included?
Yes, our programs include printable resources. These resources are designed to enhance the on-the-job application of the knowledge conveyed in the learning content.
Do you offer trainer guides?
No. Our training is designed specifically for learners to take the program individually. If any questions arise, learners can use our live-chat feature to get support.
In which languages is the e-learning content available?
Our training content is currently available in English and German.
About the mastery exam
How many attempts do I have for the mastery exam?
There is no limit to the number of attempts for a mastery exam. If a learner does not pass the mastery exam, he/she will receive feedback about which modules to review.
Do learners get feedback on their mastery exam results?
Yes, if a learner fails his/her mastery exam, feedback is shared about which modules from the program to review. These modules are related to the questions that were not answered correctly.
How can learners become certified?
After completing all the modules of a program, the mastery exam is unlocked and can be taken. The mastery exam is passed if at least 80% of the questions are answered correctly.
Does the certification expire?
No, our certifications do not expire.
How many questions are on the mastery exams? Are they timed?
The number of questions is specific to the program. Mastery exams are not limited in time. The mastery exams assess whether the learning objectives for the specific program have been achieved by the learner. A passing percentage of 80% is required to receive certification.
Can I see which questions someone missed on the exam?
Trainers can see exactly how many attempts a learner has taken and what the highest score for the mastery exam is. Learners, in case they fail the exam, are provided with feedback with regards to which modules to review. To ensure our exams cannot be cheated, we do not reveal which specific questions were answered wrongly.