Foundation Programme in Telesales & Contact Centre Excellence

Course Introduction

Designed for professionals in Sales & Customer Service, this five-day foundation-level course builds practical command of Telesales & Contact Centre Excellence. Every session pairs a clear concept with a workplace exercise, so learning turns into capability rather than notes.

Training Objectives

• 01Explain the core principles, terminology and standards behind Telesales & Contact Centre Excellence in clear, practical language
• 02Select and adapt suitable approaches to Telesales & Contact Centre Excellence for the constraints of customer accounts, pipelines and service teams
• 03Diagnose weak spots in current practice and prioritise corrective action
• 04Use practical tools, checklists and templates that support day-to-day Telesales & Contact Centre Excellence
• 05Leave with a prioritised list of improvements you can start within 30 days

What You Will Take Away

• Worked examples using realistic regional scenarios
• A ready-to-use template pack for daily work
• A checklist of common pitfalls and how to avoid them

Who Should Attend

• Sales Managers & Executives
• Account Managers
• Customer Service Teams
• Business Development Officers

Prerequisites: No prior specialist knowledge is required.

Training Methodology

The programme builds understanding step by step: short concept sessions, guided demonstrations and simple exercises, followed by a daily recap so nothing is left behind. Case material and examples are drawn from customer accounts, pipelines and service teams.

Day-by-Day Programme (5 Days)

• Day 1
  Getting oriented: the landscape of Telesales & Contact Centre Excellence

  Scope, terminology and the standards and regulations that shape Telesales & Contact Centre Excellence in customer accounts, pipelines and service teams.

• Day 2
  Core concepts and methods

  The principles, codes and best-practice approaches that leading organisations rely on for Telesales & Contact Centre Excellence.

• Day 3
  Applying it on the job

  Hands-on exercises using tools and templates for Telesales & Contact Centre Excellence, built around realistic situations in customer accounts, pipelines and service teams.

• Day 4
  Cases, risks and lessons learned

  Case studies, typical pitfalls and the risk and compliance issues that arise with Telesales & Contact Centre Excellence.

• Day 5
  Bringing it together

  Consolidation workshop, personal action planning and a closing knowledge check on Telesales & Contact Centre Excellence.

Upcoming Sessions