Your Call Center Training Partner Since 1993

Check out our Formula for Success for our Clients.
A Fully Customized Training Solution for Your Center!

Do You Need To

Improve the quality of your Sales or Service calls?

Increase your Metrics, like Sales Conversions, Revenue per Call, AHT or CSAT Scores?

Create an Effective Coaching System for your Leaders?

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You've Found the Right Place!

“Here at Call Center Training Solutions, we’ve been helping clients for over 30 years with all these challenges, and really get it right. We start with a deep dive into your calls, your people, your KPIs and your mission. We then build a fully customized training solution, starting by making your calls and your reps amazing. We build in long-term sustainability, as well, by creating a positive and accountable coaching culture across all Supervisors and Team Leads, including your QA team. Ultimately, we love watching our clients create their own great success story!”
Mo Bellio
President of Call Center Training Solutions

You've Found the Right Place!

“Here at Call Center Training Solutions, we’ve been helping clients for over 30 years with all these challenges, and really get it right. We start with a deep dive into your calls, your people, your KPIs and your mission. We then build a fully customized training solution, starting by making your calls and your reps amazing. We build in long-term sustainability, as well, by creating a positive and accountable coaching culture across all Supervisors and Team Leads, including your QA team. Ultimately, we love watching our clients create their own great success story!”
Mo Bellio
President of Call Center Training Solutions

Why Choose Call Center Training Solutions?

  • Training and Consulting for Call Centers since 1993
  • Partnered with Call Centers in over 15 countries
  • Countless Client Success Stories – Exceeding Metrics and KPIs!
  • Specialists in Customizing Everything to Your Real-World Telephone Dialogues
  • Providers of all Critical Communication Skills Training (Sales, Service, Coaching and Management, QA/Call Listening, Trainer Training)
  • Solutions Created by Identifying Best Practices and Applying Our Experience
  • Client-Friendly Skills and Techniques that Will Improve Your Client Experience

Welcome to CCTS

Come visit with Mo and Erica as they tell you more about CCTS and how they can help your center.

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In the CCTS Welcome Video

  • Introductions
  • Brief Overview of Call Center Training Solutions
  • Types of Client Issues Solved by CCTS
  • Full Customization of Your Training!
  • Typical Length of Engagements
  • Complimentary Offerings

Why Choose Call Center Training Solutions?

  • Training and Consulting for Call Centers since 1993
  • Partnered with Call Centers in over 15 countries
  • Countless Client Success Stories – Exceeding Metrics and KPIs!
  • Specialists in Customizing Everything to Your Real-World Telephone Dialogues
  • Providers of all Critical Communication Skills Training (Sales, Service, Coaching and Management, QA/Call Listening, Trainer Training)
  • Solutions Created by Identifying Best Practices and Applying Our Experience
  • Client-Friendly Skills and Techniques that Will Improve Your Client Experience

Our Formula for Success is Your Client Journey: All Aboard!

Every client journey follows this same proven formula. We find the greatest opportunities for your success right from the start. Contact us to discuss what your journey will look like.

1.
Front-End Analysis: Call Listening & Skill Gap Indentification

We listen to calls & rebuild your dialogues loaded with Best Practices – fully customized to your real world.

2.
Remodel the Telephone Call / Build Call Flows to Support the Agents

We build the right skills for your call type into our powerful Call Flows. Our Call Flows are driving success in client centers across the world!

3.
Pilot New Skills & Fine-Tune the Calls

We create a small Pilot team to test the new skills until they are completely effective!

4.
World Class Rep Training

We train up your agents in the new, fully-tested skill. All of our training is highly interactive, focused on the best practice skills & will include lots of role playing so reps really cement their new skills – and buy-in!

5.
Equip All leaders with Impactful Coaching, Messaging & Accountability Skills

Success means we supply everyone with best practice skills, including your leaders, with powerful coaching & reinforcement skills. Positive and upbeat yet still highly accountable. This is the start of creating a Positive Coaching Culture.

6.
Implement a Long-Term Coaching Strategy for Sustaining Success

Another big one, we implement Quick Coaching form your leaders every day so reps hear from their leader regularly & celebrate success while increasing accountablilty!

7.
Call Listening & Coaching

Our most powerful “secret weapon,” we come alongside your leaders & listen to calls with them. But unlike QA, we model our coaching skills for your leaders & then we will coach them until they are excellent & completely galvanized as a unit.

8.
Continued Measurement For Success

We work with your leaders & your metrics throughout the journey to make sure your center is on a strong, upward trajectory & we adjust as needed.

9.
Ongoing Support

We stay with you! Through ongoing Call Listening and Coaching, Management Support, and additional “rapid response” training as needed, we stick with you so you get the sustainable results that you want.

Learn More About Our Call Center Training Strategies

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In the Front End Analysis Video

We build best practice skills for every client, every Call Type, and every customer experience. We get to know your real-world as well as you do. It all starts with our Front-End Analysis. Learn how we conduct this critical step in creating your center’s sales or service best practices. We provide all the key steps to a well-orchestrated analysis that finds everything we need to build the very best training.
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In the Best Practice Call Flows Video

We build amazing Call Flows for every client’s telephones so their agents can see a visual of the call, including best practice ways to say every step. These are not scripts. We’re not fans of using a script unless a client demands it. Our Call Flows are step-by-step walk-throughs of the major skills with multiple examples of how to deliver each step. Reps become excellent in first, delivering the step the way we have illustrated it, and then finally, making it their own and mastering its delivery with callers. Callers don’t hear a Call Flow. They hear excellent reps caring about them throughout the call!
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In the Coaching Strategies Video

Learn about the ways that Call Center Training Solutions can help your call center create a positive, uplifting and accountable “coaching culture” that drives performance while creating longer employee retention and increased job enjoyment at all levels!
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In the Call Listening & Coaching Video

After we create your center’s training, we continue working with you until the calls are really getting the results you want. One of the critical activities during that time is our Call Listening and Coaching. Meet Erica from our team, as she walks you through the reason we provide this valuable service, how it’s different than traditional QA, and the results that are possible, thanks to this vital service.

Learn More About Our Call Center Training Strategies

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What Our Clients Are Saying

"These are tough times to sell, so the skills you taught couldn’t have been timelier. Thank you again for helping turn our team into a selling machine!"

Susan Laird: Quadrant Plastics

"It was nice to finally get some training that helped me diversify my coaching methods, to be effective with different types of sales styles, ability and the sales people themselves. Thanks CCTS!!!"

Scott Hill: Sutherland Call Centers Sault Ste. Marie , Ontario

"Our results exceeded our expectations due to your passion for excellence; a deep knowledge of call center environments; and a commitment to understand and 'own' our challenges. Job well done."

Nathan Baker: Sprint Overland Park , Kansas

"The guidance and knowledge provided by CCTS has transformed our sales people into a powerful, passionate team! Our sales have increased by over 300% in the last six months!"

Christy Mullins: Platinum Fundraising Ft Lauderdale , Florida

"CCTS really knows contact center environments, whether inbound or outbound. I value CCTS as a business partner. They definitely are invested in my success."

Lisa Simpson: Sacramento Municipal Utilities District Sacramento , California

"This was the most informative training I’ve ever attended! I’ve shared many of the coaching techniques with the other sales managers, and we’ve seen some pretty incredible results."

Jason Kelly: Answer Financial Insurance Los Angeles , California

"Today, Deluxe is significantly larger and more diversely valuable to our Financial institutions and Small Business Customers and we attribute a significant part of that transformation to CCTS."

Mark McCarthy: Deluxe Corporation Groton , Massachusetts

"It continues to impress me, even after five years, how much better we are on the phones as a result of using your outbound tools. Thanks CCTS!"

Carl Brantley: Deluxe Financial Colorado Springs , Colorado

"CCTS provided us with a structured and effective coaching formula that we use on a daily basis, and it's adaptable to any new campaigns and situations we run into. Highly recommended for your teams."

Adam Jackson: Telus Communications Calgary , Alberta

"Great content Mo! I know my teams have always benefited from your courses and training. You’ve made a huge difference with our performance in our sales and service departments for years!"

Mark McCarthy Nuance Communications

"Really good content Mo, your learnings were always amazing… excited to see the new stuff whenever CCTS introduces it."

Michael Manglardi Diadem Sports
  • Call Listening and Skill Gap Identification
  • Remodel the Telephone Dialogue / Build new Call Flows to Support the Agents
  • Pilot New Skills and Fine-Tune
  • Agent Level Training Supported by Call Listening and Coaching
  • Equip All Leaders with Impactful Coaching, Messaging and Accountability Skills
  • Implement a Long-Term Coaching Strategy for Sustaining Initial Successes
  • Measure for Success
  • Ongoing Support through QA / Call Listening, Additional Training for Leaders
The key to our success is knowing how to find all the very best practices, the best ways to communicate with your customers on your calls, in every step of the dialogue.
We start with extensive call listening. We reengineer your phone call with the very best of what you do today, adding our proven skills on top, for a blended call flow that really sings!
We pilot. We train your agents and involve your front-line leaders every step of the way, training them in excellent coaching skills so they can reinforce and create a long-term success story.

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