Live Online Training for Call Center Trainers

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    Efficient and customized training for your in-house trainers and coaches—flexible, practical, and live online

    Our live online training courses for call center trainers offer you maximum flexibility: In short, 2-hour modules, we provide your in-house trainers with targeted, practical training. Choose exactly the topics that are relevant to your team and design your own customized training program tailored to your needs—from targeted sessions to build skills to a comprehensive, modular trainer training program.

    All modules can be booked individually, making it easy to integrate them into your daily work routine. With this flexible structure, we offer training that addresses exactly what your team needs— practical, efficient, and to the point.

    Target Audience

    Trainers, coaches, and team leaders in call centers, contact centers, hotlines, and help desks

    Your Benefits

    • Topics selected exactly according to your preferences
    • Training is available either at the workplace or while working from home
    • No travel times
    • Minimal Absence from Work
    • Flexible hours
    • Over 30 years of relevant training experience

    Training Topics to Choose From

    Efficient and Practical Modules for Call Center Trainers

    1. Listening as a Key Skill
    Active listening conveys appreciation and strengthens customer relationships. Learn the best methods for developing this essential skill in your agents.

    2. Conversation Management for Successful Dialogues
    Structure customer interactions professionally—from the opening remarks through targeted questioning techniques to the closing remarks. Teach your agents to conduct conversations in a positive and controlled manner.

    3. Proactive Customer Interaction
    Train your agents to take the initiative and focus on solutions so they can act proactively in any situation and efficiently resolve customer issues.

    4. Handling Complaints and Claims
    Learn how to turn complaints into opportunities for customer loyalty using de-escalation techniques and positive communication.

    5. Positive Language and Wording Training
    Rephrasing typical negative statements into positive language—for a positive image and effective customer loyalty.

    6. Role-playing for neural anchoring
    Use repetition in realistic scenarios to firmly and effectively anchor process-compliant behavior in your agents’ memories.

    7. Questioning Techniques on the Phone – Basics and Advanced Concepts
    From open-ended to hypothetical and circular questions—master the full range to open up creative solutions in conversations with customers.

    8. Solution-Focused Questioning
    Shift the focus to goals, desires, and resources rather than problems—a valuable technique in customer service and coaching.

    9. The 5 Whys Method for Sustainable Solutions
    Get to the root of problems with the proven 5 Whys technique. Ideal for process optimization in call centers.

    10. The “Yes” Approach for Persuasive Closings
    Boost your agents’ persuasiveness by having them use the “Yes” approach—a method that is particularly effective in complaint management.

    11. Scaling Questions in Coaching
    Turn "soft facts" such as motivation and willingness to change into tangible insights to drive targeted development.

    12. Hypothetical and Paradoxical Questions in Dialogue
    Foster creativity and new perspectives in customer dialogue—to facilitate constructive problem-solving and a positive dialogue.

    13. Topic Requests
    Can't find the topic you're looking for? Feel free to share your suggestions with us—together, we'll develop a customized module for your team!

    Details

    PriceUpon request
    Description Live Online Intensive Training
    Duration 2 hours
    Number of participants 2–8 people
    Location
    • Live Online via Zoom
    • In-person options available upon request

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