training materials

[shonline]

We have an in-house call center (90% inbound/ 10% outbound) and we are seeking training modules and materials that our call center manager can teach to our employees. Most of what we're finding is seminars or Video, Internet, or CD-Rom based modules.

The package we found through ImpactLearning looks the most sophisticated (Cross-selling, upselling etc.), however they will not send samples for us to review, so we are seeking alternatives.

Can anyone recommend a training module that comes with self-study books?

Thank you for your help!
Shannon

[pcarlaw]

Sorry for the confusion, Shannon. We have sample pages of our training programs at www.impactlearning.com, and we also send out program samples to qualified prospects. Please give me a call at 800-545-9003 and I'll be sure you get the samples you're looking for.

Peggy Carlaw
Director of Development.

[collectar]

Please check the training system from CollectAR.com I think it may meet your requirements.. go to - www.collectar.com/seminar.htm then click on "unable to attend" for full details about the trainer training program.

[Kyle]

Shannon,
One very thourough & VERY nice way of conducting trainning that is helping call centers that is becoming an essential tool. Is having a digital "WAV" audio file that can be archived into a area in your network drive, or even emailed directly to a supervisor to review, or if needed even burned onto cd's
One of our largest clients we're supplying our recording solution is Quest Communications, which are using our Phone 2 PC Call Center in 20 of their call centers in 12 different states.
Contact me for more specific info that I can email via PFD files per Adobe Acrobat and even do a brief of us so you can hear the quality!!!

Kyle K. Huskin
Senior Account Manager
khuskin@konexx.com
800275-6354

[doug_helvig@cbmg.com]

Hi Shannon -
Training your employees as the leader is critical to driving the accountability of the desired behavior change that you expect. Our call center training is multi-media. It is a combination of Video, Workbooks, and a Leaders Guide. You, the leader, facilitate the training, which is on video and contained in the workbooks, as the participants use the workbook that will serve as a study guide for them during training and post-training reinforcement. They will participate in interactive workshops contained in a modular-based training process that is followed up by an Online Application Period where the skills and behaviors learned are put into practice. During that critical time, they are coached and mentored. As I mentioned, it is modular to fit the time constraints of the call center environment. It would be essential to learn more about your call center to understand your needs and if this would be a good fit. Please contact me to set up a call for additional discussion. Also, you may learn more about the Cohen Brown Management Group by visiting our website. www.cohenbrown.com

Doug Helvig
Call Center Services Director

[paulsimmang]

I have just stopped dealing with Impact Learning Systems. They want $1000 for each teacher's manual and $100 for each CSR booklette. This pricing is fine, however they will not simply mail out an instructor's book with one CSR workbook. I told their rep the number of phone reps we have and they refuse to send out anything unless we purchase a workbook for each rep. I offered to purchase 3 courses + one CSR workbook for each course--basically $3,300.00 and the gal I spoke with said 'sorry, we can't do that.' We had planned to take the three courses and merge them together and delete certain irrelevant parts to custominze the material for our organization. I'm sure Impact is simply trying to protect themselves, but I have to wonder why a sales training company does not have the savvy to know that $3,300 in the bank is much better than hoping for $8,000. Respectfully, this company needs some sales training about the 'big picture' and bottom line profits.

[ranjanik]

Hi!

I found some excellent stuff in a site called managementballs.com.
They have sales training & games & all the downloads are free.

May be you can add to your course material.

We typically send one or two of our middle level trainers for paid sales training and use trainers to train the rest. Slowly we customise and come up with our own training program. This is possible only if you have enough time.

Ranjani

[Saramencia]

is this the correct address?

I could not access.

Thanks

[mmarnach]

This is a new site that is out there for contact center e-learning and training.

www.contactcentercampus.com

If you send an e-mail requesting a free trial of one of the courses they will usually let you take a look at it!

Matt

[LaRose]

Have you considered developing your own? Seems you know what you want... it is fairly simple and multi-media is 'do-able'
You can even hire a local 'teacher/trainer' to develop something specially for your company.