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 Call Center TrainingBusiness Training Media offers a wide selection of customer service and call center training programs. We also offer Online Customer Service Training Programs for employee training and development.
 One of the Best Customer Service / Call Center Telephone Skills Training Programs Availalbe! Get more out of each call by using the proven strategies and techniques in these five action-packed videos. Each tells a story that reveals the best steps possible to ensure that your people handle every call with excellent customer service skills and a caring attitude. This 5-part series includes the followng programs:
Program Contents: VHS or DVD, Leader's Guide.
 The difference between success and failure in today’s business environment is customer service. In this course you’ll learn the basics of customer service and how to consistently provide high-quality customer service. Course Overview
Customer Service Attitude
Customer Service Process
Customer Service by Phone
 Talking on the phone is a no-brainer. But truly communicating is an art form. John Cleese demonstrates it humorously in this new version of Telephone Behavior. Now employees at all levels can master the techniques of positive, friendly telephone communication. Cleese takes you from the brief introduction to closing the call, with helpful advice every step of the way. You'll discover how to ask open questions, listen actively, and send verbal signals to the caller to ensure their message is heard and understood. Learn to volunteer useful information, agree on next steps, and handle complaining callers. There's also a lesson on voice mail techniques, including tips for prioritizing and screening calls, updating greetings, and leaving concise messages. Produced by Video Arts.
Includes: A 33 minute DVD or VHS video and leader's guide.
 The traditional role of the call center is a thing of the past. Being an effective “coach” is fast becoming the most valuable asset you can offer your employees, call center and organization. This interactive training guide is designed for those responsible for the ultimate success of the call center. It is packed with tips and strategies that will help you do your job better and continuously coach your CSR’s to improve their skills and the level of service they provide. The book is organized into five parts that drill down to the supervisor’s role:
Within each section are learning points – 89 in all. Use these tips, exercises, multiple choice quizzes and other tools to become more effective at giving the support and guidance your employees need from you to perform their jobs in the best way possible. In just minutes, you’ll gain insight and tips that will enable you to change from telling employees what to do to and ensuring the work gets done to coaching employees to reach their greatest potential. For example, you’ll learn how to build trust, recognize CSR’s, make yourself clear, give feedback, create synergy, become a role model, deal with upset CSR’s – and many more skills that will have a huge impact on your CSR’s and how satisfied customers are with the service your call center provides.
 This course is also available for online training, see details below. In today's competitive marketplace, even just one bad experience can cause a customer to take their business to another company. To keep loyal customers, then, it's crucial that every service opportunity, or "Moment of Truth," no matter how brief, make a great impression. The Call of the Mummy uses entertaining, engaging vignettes featuring CSRs in business, government and healthcare to illustrate the do's and don'ts of customer service on the phone. Viewers will learn eight key skills for quality customer service:
Program Includes: A 19 minute VHS or DVD, Leader's Guide, sample Participant Workbook.
Online Training Option
Please contact us by email if you have more than 1000 users for special pricing options. Note: When you order the online training version of this program, our shopping cart will show 50 items listed (minimum number of participants) for $500, each additional participant/item added is $9.95
 Produced - 1995
n this video a cocky telesales executive is quick to complain about the treatment he receives from an evasive car salesman he's been trying to pin down over the telephone. But he is blind to his own errors. It isn't until a 'Twilight Zone'-like dream sequence that he sees the light and discovers where he's been going wrong.
Program includes: DVD (20 mins),briefcase booklet and discussion leader's guide.
 Free Online Preview
Customers who are fatuous, difficult or helpless are every call centre operator's worst nightmare. However, it often requires more than just a good telephone manner to deal with these types of people - good training is essential. On the receiving end shows how customers can be kept satisfied and loyal to an organisation. The video demonstrates how to listen carefully, ask relevant questions and assess customers' needs. It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action. By looking for opportunities staff will be able to add value to their service, developing as an agent who is able to solve customers' problems efficiently and easily. The result is a satisfied customer who will be comfortable with conducting business over the phone and who will not hesitate to call again. The benefits
Programme includes: DVD(25 mins), Showreel tape, Meeting break video, Course leader's guide, Delegate worksheets on disk, Powerpoint slides/OHPs on disk and Self-study workbook on disk
 Released - 2006 Over the past decade, India has emerged as the leader in the global market for outsourced white-collar jobs—one reason for the nation’s rapid economic growth. This Wide Angle case study explores the experiences of emerging Indian professionals who have been recruited into positions requiring long hours, late-night shifts, and Westernized work habits. The program reveals the human and cultural impact of a controversial yet essentially unstoppable global economic trend—examining its effect on Indian family life, on the evolving landscape of urban India, and on the aspirations and daily lives of young Indian citizens, especially women, as they enter the work force. In addition, anchor Daljit Dhaliwal discusses social, political, and economic development in India with Michael Elliott, editor of Time International. (56 minutes)
 This series provides suggestions and clear demonstrations which will enable the viewer to get the most benefit out of his or her telephone calls. 6-part series. The Series Includes: The Basics of Handling Incoming Calls | Beyond the Basics: More on Incoming Calls | Cost-Effective Telephone System Management | Improving Your Outgoing Calls | Making Your Cold Calls Count | Improving Telephone Collections
 Real Customer Service Situations for Discussion There's no tougher business situation than dealing with an angry customer, whether external or internal to your organization. Now, you can equip employees to handle those calls and confrontations without getting rattled. Whats more, they'll become experts at working through misunderstandings, misinformation and frustration over policies and practices, while helping angry customers feel heard and valued in the process. Learning Point Highlights:
Complete Training Kit Components: DVD, VHS (21 minutes, Facilitator Guide, Reproducible Participant Materials, Reproducible Self-Study Guide, Online Program Resources and Trainer Pack
Produced - 1999 Customer loyalties can be crushed or created over the phone lines. This Trainer's Toolkit demonstrates courteous and effective telephone techniques to ensure that your customers keep calling back!
The toolkit contains the DVD program (21 minutes), Telephone Courtesy: The Royal Connection, 10 employee handbooks and expanded leader's guide.
Released - 2005 Blue-collar jobs have been leaving America for decades. Now, thousands of higher paying positions are also moving abroad. This program examines the pros and cons of white-collar outsourcing, highlighting emotional and ideological divisions on the topic. It also studies real-life examples of outsourcing in action. An in-depth look at India’s booming call center industry—which provides systematic training for Mumbai workers in American standards of speech and culture—illustrates the extent to which American business relies on overseas labor, while commentary from economists and policy makers explores the effect of outsourcing on America’s middle class. (51 minutes)
 From the world's leading authority on customer service this do-it-yourself resource will save you hours of work and ensure first-class customer service training. Customer Service Training walks you step-by-step through the design and delivery of training that changes behavior, recharges reps, and wins customers. It's the quick, easy, and fun way to develop training that addresses your company's unique needs. Packed with how-to's and tips, this resource will simplify each stage of the process:
Whether you're a training professional or beginner, you'll appreciate the useful diagrams, articles, examples, key points, sample lesson plans, flip charts, and evaluation forms.
Why does there seem to be one set of rules for how we behave when we're with people and a whole different set for how we act when we're on the phone? When we interact with others on the phone, its easy to lose touch with the basic rules of common courtesy. The truth is, all too often, the telephone becomes an easy excuse for not connecting with people. Are You With Me? is a refresher of how to use common courtesy on the phone. Program Includes: A DVD or VHS Video, Leader's Guide and Pocket Reminder Cards.
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