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INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers


Simulation

Typically, simulation is a two-day exercise (for 12 attendees). Students will handle 2 inbound and one outbound call with the instructor playing the part of the customer.

All calls are recorded and analysed. Each call is graded by both the instructor and the student using a two-page call quality sheet. This is designed to be a stepping-stone between the classroom and the call centre.



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