Call Center Excellence Series®


  Are you a call center trainer looking for quality training materials that will truly benefit your agents?

  Are you a call center manager or supervisor and want to develop your agents?

Call center development training programs for agents

Best practice tips & techniques for improved performance

Packed with skill practice activities & exercises

Complete training solution for call center teams

Do agents have difficulty handling angry callers?

Do agents have a high AHT - Average call handling time?

Want to improve agents' telephone customer service skills to provide a better customer experience?

Have a debt collection team & want to improve their telephone debt collection skills?


for one low price of $449.95 (Normally priced at $719.8)

Great value courseware and training materials

Add to Cart View Cart

Buy now & instantly download the complete "Call Center Excellence series®" with 4 complete courseware packages and SAVE (Programs can also be sold separately)


call center training package


Trainer's Guide


Student Workbook


Powerpoint Slide Deck


Exercise & Activity sheets


The complete Call Center Excellence Series® has all you need to run a set of professional development training programs for call center agents.

Follow the well-structured format & Deliver a powerful training
Enliven your training with numerous activities to tackle fundamental key points
Logically structured standalone modules
Take charge of developing your agents
Pick out key learning points & Energize team meetings or huddles to stress on & develop specific skills.
Easily customize & tailor further to match your specific training objectives


With the 4 hands on, fun and highly effective training programs you get an amazing great value. Packed with skill practice, tips and techniques to provide a complete training solution for call center agents or anyone who provides sales/service over the phone.

With a big emphasis on telephone customer service, participants will understand how to use their voice to engage better with customers, portray energy and commitment and understand how positive phrasing can help to deliver a connection with customers and enhance their personal communication and credibility, enhance their confidence and ability to deal with difficult callers. The set also include a best practice training program that focuses on how to establish and maintain control of each call from start to end plus a one day program dedicated to tips and techniques used by professional telephone debt collectors.


  The 4 complete easily customizable packages include 4 Training programs with 5 days of training & Development for:


  • Handling angry and difficult callers -  Best practice in dealing with irate callers.
  • Call control - Increase agents confidence and control while handling calls & reducing average call handling time.
  • Find a way to say YES! - Telephone customer service excellence
  • Successful telephone debt collection - with focus on specific best practice debt collection techniques

call center training package-


All 4 training programs are packed with high energy skill practice activities and fun hands on exercises with all you need to deliver a set of highly motivating and effective set of programs for call center agents that will directly impact each agent's performance resulting in a more efficient call center operation.

Handling angry and difficult callers
1 Day training program

Handling angry  difficult callers-

It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not your fault. This one day program will teach you a simple but powerful 3 step process that will help you calm angry callers down and regain and maintain control of the call and handle the situation confidently and professionally help your caller diffuse his/her strong emotions and concentrate on working together collaboratively to resolve his/her issue.

  By the end of this training course participants will be able to:

[icon name="pencil" size="15" color="#6bab13" ] Understand and follow a 3 step process for handling angry callers.

[icon name="pencil" size="15" color="#6bab13" ] Discover the importance of fixing the caller first before fixing the problem.

[icon name="pencil" size="15" color="#6bab13" ] Understand the value of complaints and how the best caller experiences can come out of the worst service break downs.

[icon name="pencil" size="15" color="#6bab13" ] Explore the value of being resilient and having ownership of callers issues and problems.

Random Samples - Handling Angry & Difficult Callers

Trainers Guide Trainer's Guide Powerpoint Slide Deck Powerpoint Slide Deck Student Workbook Student Workbook

Call control
1 Day training program

call control and average call handling time

The main focus of this one day tailored training program is to help call center agents reduce their AHT - Average call handling time by equipping them with the required basic call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more structured call flow resulting in a swift and professional answers and resolution of customer issues without compromising customer..

 By the end of this training course participants will be able to:

[icon name="pencil" size="15" color="#6bab13" ] Understand the importance of controlling each call with each customer.

[icon name="pencil" size="15" color="#6bab13" ] Follow a 3 step process to regain control of calls with angry and talkative callers.

[icon name="pencil" size="15" color="#6bab13" ] Explore 9 different techniques to control calls more effectively.

[icon name="pencil" size="15" color="#6bab13" ] Utilize the power of questions for better call control.

Random Samples - Call Control

Trainers Guide Trainer's Guide Powerpoint Slide Deck Powerpoint Slide Deck Student Workbook Student Workbook

Find a way to say YES! - Telephone Customer Service Excellence
2 Day training program

call center customer service training-


This fun high energy two day call center customer excellence program combines the best in corporate training with the best in personal motivation. Throughout the program agents discover that it’s truly up to them to make a difference and that each agent is directly responsible for the success of the business. The program focuses not only on the people but also on the skill set agents need to connect better with customers and provide an exceptional customer experience through empathizing and taking ownership of customer’s issues, using customer centric strategies to solve business challenges promoting customer loyalty and building customer centric bridges.  

By the end of this training course participants will be able to:

[icon name="pencil" size="15" color="#6bab13" ]  Understand how their role is instrumental in delivering a high performance customer focused environment.

[icon name="pencil" size="15" color="#6bab13" ]  Clearly understand the attitude, skills and knowledge required to be a professional customer care representative.

[icon name="pencil" size="15" color="#6bab13" ]  Create stronger connections with customer and enhance their personal communication through understanding the basics of customer psychology, rapport building and adapting their communication styles for positive customer interactions.

Random Samples - Find A Way To Say YES!

Trainers Guide Trainer's Guide Powerpoint Slide Deck Powerpoint Slide Deck Student Workbook Student Workbook

Successful Telephone Debt Collection
1 Day training program

Telephone Debt Collection training-

This one day program is specifically designed for debt collection call center agents and credit department staff who deal with customers with outstanding or overdue debts. It introduces a plethora of specific collection call best practice as well as collection negotiation techniques to help collection staff handle challenging collection conversations with debtors and customers with overdue payments ...

By the end of this training course participants will be able to:

[icon name="pencil" size="15" color="#6bab13" ] Follow a step by step debt collection call process.

[icon name="pencil" size="15" color="#6bab13" ] Increase debt collector’s confidence when handling challenging collection calls.

[icon name="pencil" size="15" color="#6bab13" ] Understand and practice specific collection call best practice techniques. 


telephone debt collection software

Plus a free bonus software developed for savvy debt collectors "The Excuse Buster"

- A useful quick reference application loaded with answers & questions to ask when faced with common excuses debtors come up with 

- Easily add your own excuses & answers & create your own library of excuses & answers to be your quick reference while on the call 


Random Samples - Successful Telephone Debt Collection

Trainers Guide Trainer's Guide Powerpoint Slide Deck Powerpoint Slide Deck Student Workbook Student Workbook

The fully customizable 4 program training package includes:


[icon name="pencil" size="15" color="#6bab13" ] Best practice theory exploration. 

[icon name="pencil" size="15" color="#6bab13" ] Facilitator-led group discussions.

[icon name="pencil" size="15" color="#6bab13" ] Self-discovery activity. 

[icon name="pencil" size="15" color="#6bab13" ] Game-based learning.  

[icon name="pencil" size="15" color="#6bab13" ] Practice exercises.  

[icon name="pencil" size="15" color="#6bab13" ] Hands-on activities.  

[icon name="pencil" size="15" color="#6bab13" ] Facilitator-led group discussions. 



 Buy now and download instantly the "Call Center Excellence series®with all 4 complete training programs (5 training days)

  • Handling angry and difficult callers
  • Call Control
  • Find a way to say YES!
  • Successful telephone debt collection 

Why is getting the "Complete call center excellence series®" a great deal versus buying separate programs?
Handling angry and difficult callers $179.95
Call Control $179.95
Find a way to say yes! $179.95
Telephone debt collection $179.95
Total $719.8
Complete Call Center Excellence Series® $449.95
You Save $269.85

Get it all now! 

for one low price of $449.95 (Normally priced at $719.8)

Great value courseware and training materials

Add to Cart View Cart

Buy Now, Download Instantly, Get A Bonus
22 games and activities you can use to enrich your trainings.
Useful training forms (Evaluation forms, certificates).
All you need to run a great training program.
A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a Competitive challenge designed to be the grand finale of your training program.
Competitive Review Game

A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.

The competitive Power Point game is fully customizable, just change the

questions/answers, images, backgrounds...etc. Save as a new file & create 100's of other review games for any training materials or program to always end your training program on a high note.

Why Buy

Our Training Packages

Great value for a small investment

Great value for a small investment

Receive a package of extensive and well structured training course materials complete with comprehensive trainer guides, delegate workbooks, power point slides, activities and exercises as well as several support documents from evaluation sheets to attendance certificates so you have all you need to run a successful training program.

100% customizable

100% customizable

You can easily customize, personalize and tailor each training course material package to match your training objectives and the training needs of your audience. You even have full rights to brand it with your own brand name. (We only do NOT allow re-sale of our training course material packages)

Standalone modules can easily be added to enliven your training material

Standalone modules can easily be added to enliven your training material

Each training program is logically structured into standalone modules each focusing on a specific topic for ease of customization, addition or incorporation into your own existing course materials

Get new ideas for activities, exercises and games

Get new ideas for activities, exercises and games

Each of our training course material packages includes a plethora of self discovery exercises, activities and games addressing specific key learning points giving you more ideas for activities and interaction to enliven your existing course materials.

Fun, competitive review game to end on a high note

Fun, competitive review game to end on a high note

An exciting and competitive review game (In Power Point) to easily review the content, enhance retention and ensure your participants stay engaged till the very end. (The Power Point game is fully customizable and can be used to create similar review games for other training materials and courses).

Download and get it immediately

Download and get it immediately

All our course material packages are instantly downloaded so you get it immediately after successfully completing your purchase.

Deliver Fun, Effective and Professional

Trainings Easily

Even if you are delivering training for the first time, our training materials will guide you step by step. Our materials have an easy to follow format and instructions that explains all key points, models, and concepts. We also provide directions for all activities/exercises and debriefing instructions about which key points to stress in each activity/exercise. As a manager, it will be easy for you to take charge of developing your team and deliver the training program yourself or through a professional trainer.

Our tabular formatted Trainer's Guide makes delivery easy. We provide clear directions and suggestions on what to do and what to say with each slide. We also provide a high impact PowerPoint slide deck and a comprehensive Reference Workbook for participants. Trainers who used our courseware and training materials were able to provide accelerated learning solutions that engaged all types of learners. Read some of our testimonials.

We provide niche courseware packages and training materials that are highly effective and interactive. For example, we have courses specific to the retail industry such as retail selling skills and retail sales forecasting and planning and call center specific training like controlling calls, handling angry callers and telephone debt collection. Unlike many other internet sites who have hundreds of ineffective canned packaged courses, our targeted soft skills topics have been very carefully developed targeting specific skills and attitudes using innovative training models and hands-on activities. Most of our training materials and courseware packages have been tried and tested and successfully delivered to professionals from senior managers to frontline employees




Save time and money by delivering an effective training program first time, every time, using our affordable, content-rich training materials that are bespoke designed to ensure smooth delivery, superior understanding, and long-term retention.

Avoid wasting time researching and developing a training protocol that must be tested and delivered multiple times before you can get a real, tangible measure of its efficacy, and potentially, making an expensive and inefficient mistake.

Select one of our comprehensive, fully inclusive training courses or incorporate our modular courses into your existing materials to enhance your content and enrich delivery using fresh, engaging models and concepts that have been proven to work, time and time again.

Keeping your delegates engaged and switched on during learning sessions is one of the core challenges that even professional and experienced trainers commonly face – and our training course materials are specifically designed to encourage interaction and engagement, avoid boredom, and boost trainer confidence to ensure a seamless, slick delivery.

Take the hard work out of delivering training to your employees and ensure the maximum return on your investment!

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Adam Smith


People Managers

As a leader, developing and supporting your team is of course your top priority – so discover the trainer in you and take charge of your team’s professional development and advancement with our affordable courseware packages and training course materials.

Our carefully structured and highly organized courseware materials allow anyone with basic presentation skills to follow and deliver training content confidently and efficiently, complete with helpful tips and insights provided at key stages along the way to build and maintain momentum and ensure an impactful delivery.

Liven up team meetings, choose and reinforce key learning points and boost your team’s enthusiasm and understanding with our professional training course material packages, and integrate bitesize learning opportunities into huddles and collaborations to stress specific skills and concepts that serve your key development areas.

Take control of your team and help them – and you – to reach your full potential by using our training course materials to deliver seamless workplace learning on-the-go.

Read Our


To find out more about our course material packages , please take a few minutes to read our frequently asked questions or take a look at our testimonials page and read what trainers, consultants, leaders and business professionals who used our training materials said.