our training programmes
“A totally fresh approach to customer service training.”
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Simply the best investment I have ever made. The business impact is outstanding. Go for it, it will only do you good. Amazing how you have transformed over 500 team leaders. Inspires you to really change. Worthwhile, innovative and well received. Invaluable learning that will definitely be used throughout the rest of my life. Totally inspirational. The impact across the organisation is so much greater than we envisaged. It’s the most innovative programme we have experienced. Working with a real team of real people is just great.
Thank you thank you thank you
customer service
excellence academy
transforming people, high performance,
delivering customer service excellence
• comprehensive range of training programmes
• certification and qualifications available
• bespoke and off-the-shelf options
• flexible and scaleable solutions
first line management
| Course title | days |
level | qualification | bespoke | open/in-house |
| Team leader essentials | 3 | foundation | optional | yes | in-house |
| Managing high performing teams | 2 | intermediate | optional | yes | in-house |
| Team leader of the future™ | - | n/a | n/a | n/a | more >> |
| Calcom advanced certificate in Contact Centre Leadership™ |
8 | advanced | BTEC L3 | yes | in-house |
| CoachWORKS™ | 4 | intermediate | optional | yes | in-house |
| CoachMASTER™ | 2 | advanced | optional | yes | in-house |
| CoachMASTER team™ | 4 | advanced | optional | yes | in-house |
| Service management essentials | 3 | foundation | optional | yes | in-house |
| Sales management essentials | 3 | foundation | optional | yes | in-house |
| Contact centre management essentials | 3 | foundation | optional | yes | in-house |
| Back office management essentials | 3 | foundation | optional | yes | in-house |
| benchmarking for contact centres | 2 | intermediate | optional | yes | in-house |
| benchmarking for back office | 2 | intermediate | optional | yes | in-house |
| ICS ServiceManagement™ | 3 | foundation | ICS | yes | in-house |
| TrainerWORKS™ | 4 | intermediate | optional | yes | in-house |
| TrainerMASTER™ | 6 | advanced | optional | yes | in-house |
| Personal impact | 2 | advanced | optional | yes | in-house |
| Presentation skills | 2 | advanced | optional | yes | in-house |
• elearning
• webinars
• blended
• classroom
Outstanding team
of highly skilled practitioners, trainers and business coaches
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