Copley Global provides custom and general training for contact centers and BPO companies. The training services cover all aspects of call center management, including site selection and design, workforce planning, forecasting and scheduling, technology assessment and implementation, performance measurement, coaching and training, and strategic planning. Our training programs separately address corporate and mass markets, and are focused on:

Contact Center Basics

A short course designed for the novice to call centres. Defining the characteristics of a contact centre is and what makes a great contact centre. It includes building of a corporate culture as well as a basic understanding of the economics behind the performance metrics. This course can be tailored to Management level or Operations level.

Supervisor & Team Lead Skills

Fundamentals of Call Center Supervision is designed specifically for the call center supervisor or lead agent. In this one week intensive program students will learn proven approaches for monitoring and measuring performance, making use of call center reports and technologies, diagnosing performance problems, developing performance plans, coaching for improved performance, and implementing retention programs. Students will leave with skills to improve motivation and morale, increase staff productivity, and impact overall call center performance.

Contact Center Agent Basic Skills

This fundamental course is a two-week introduction for CSR level representatives. It includes the modules, Call Center Industry and Technology Overview, Effective Communication including speaking & listening. Intonation, Cultural understanding , Liaisons and , Pronunciation (the sound of American English), Customer service training including, telephone skills, sales, negotiation strategies, dealing with difficult customers.

Contact Center Agent Advanced Skills

This is a two week course for more advanced CSR’s. The modules include, Call Center Technology Overview- an overview of the many technologies used in the incoming call center to improve customer service and maximize efficiency, Continuous improvement and performance management skills, Time Management in relation to performance metrics, Advanced Customer service – Irate customer handling, sales and upselling, successful negotiation, Team building and relationship management.

Strategic Contact Center Management

This 2-day program is designed for experienced / incumbent Call Centre Managers and Supervisors who wish to gain in-depth understanding of the core practices of Call Centre Management in a macro, strategic, forward-looking way. The program focuses on skills required to deliver world-class customer service, and bringing participants up to speed on latest business practices and the changing landscape of contact centre technologies and target markets.
The concept of the balanced scorecard, management by objectives (MBO) and the role of performance management in the execution of strategy as related to Contact Centres. Performance management in the practice of management, Traffic theory, queue views, service level and productivity metrics as the primary driving forces that affect service level and productivity. Basic telecommunications theories, call arrival patterns, queuing, erlang, etc. and related technological and work processes; and the emanating principles/practices to ensure performance success