Our Training Structure

Quality Assurance Certification

The call center quality assurance training workshop is designed to meet the needs of the Director, Manager or Quality Analyst responsible for delivering a “best-in-class” quality monitoring and coaching program. Attendees will leave with the framework for their center ready for implementation. The quality assurance workshop will provide participants with an understanding of the crucial elements in building an effective and efficient program that meets the strategic needs of the organization. Those goals and/or needs may be focused on Cost, Service, Sales or Marketing.

Management Certification

These Courses will equip you with the skill set you need to improve your center’s performance. You will be able to return to your business and drive effective change for your contact center and use best practice methods validated by Excel Pak Portal.
Learn best practices and cutting-edge trends as you benefit from the expertise of our training team
Enjoy valuable networking opportunities with your peers
Share experiences with other call center professionals and learn how they meet daily challenges
Learn how to implement improvements that will reduce cost and increase productivity
Apply your Excel Pak training to make a real difference at your company

 

Supervisor Certification

This Supervisor Certification course covers the ingredients for great supervisors and exceptional supervisor-led teams. The course both makes the participant step back and look at the supervisor role from a higher level, and explores the day-to-day interactions that make all the difference for success.
As a result of this course, participants should:
Gain added insights on their leadership role as a contact center supervisor
Understand what motivates agents to perform at their best
Hone time management skills for the benefit of agents and the team
Be able to explain and implement best practices goal setting
Identify listening skills and communication styles that are key to smooth functioning of supervisor teams
Learn how to organize and execute coaching sessions
Understand how to optimize agent performance
Know how to build effective teams that engage agents and produce superior results
…and more.

 

 

Agent Training

This contact center agent training course is aimed squarely at front-line employees who interact with customers every day. This course provides the tools and techniques needed to succeed in developing your agents.

Our training offers comprehensive classes that can be presented on your site and customized to fit your needs. The program is designed to focus on improving the skills needed to add value to job performance and exceed customer expectations.

The class size is controlled to maximize the personal experience and impact. Classes are small enough for one-on-one interaction with the instructors, yet large enough to share experiences and encourage peer learning.