Introduction
The fast-growing call centre industry in the region is in a hurry to achieve world-class standards of performance. Top decision makers, rapidly realising the vast potential for increased customer revenue, are learning that running a call centre effectively and as a profit centre requires the coordination and management of a diverse group of people performing many different and often multiple roles. As each role requires a unique set of competencies and skill sets that must be continuously developed and enhanced, it is imperative that to ensure optimum and ongoing performance improvement, the call centre has access to the services of a dynamic and capable training function. Some organisations are big enough to have a training department and their own in-house trainers. In others, the call centre decides to choose “trainers” from within their own ranks often, as a result of personal characteristics displayed. In these and other situations, the trainers chosen for the role will also need some rigorous, preparatory training of their own.

That this is the case is not simply because the call centre is a specialist area and particular knowledge and capabilities are required. It is also true that call centre trainers need to be able to motivate and inspire call centre staff in many particular ways. In short, if you as a call centre trainer cannot convince your audience that you not only understand the call centre “experience” but can relate to the day-to-day trials and tribulations empathetically, then the results of your classroom delivery are likely to be minimal.

The INSIGHTS “Trainer the Call Centre Trainer” Foundation course has been carefully prepared with all these factors in mind. It has been built from many years of experience by the staff of INSIGHTS and their access to the resources of their many world-class partners. INSIGHTS are themselves accredited providers and partners of the world’s leading contact centre qualification programmes such as CIAC, and ICMI; this combined set of capabilities is unmatched in the Middle East region.

Key Learning Points Mastering the procedural steps required to prepare a successful training session. Practicing how to maintain classroom control whilst encouraging feedback, learner participation, role-plays and group activities. Presenting with style (and often humor) to ensure that delegates stay involved and want to contribute. Handling problematic participants and the best ways to minimize their disruptive tendencies. Maintaining a balanced approach to individual assessment which collates quantitative and qualitative results fairly.

Your Path To Excellence
Becoming an exceptional call centre trainer is extremely rewarding both personally and professionally. But as with all worthwhile endeavors, the key ingredients to success are hard work and inspired direction. Successful completion of the INSIGHTS Train the Call Centre Trainer Foundation course is designed to put you firmly on the road to call centre trainer excellence.

Following this course you will find a host of further INSIGHTS training interventions and services to help you be the best call centre trainer you can be.

These include:

	More, advanced Train the Trainer courses
	A world-class, INSIGHTS Train the Trainer Certification scheme
	An ability to license INSIGHTS content for your own in-house training courses (see the special bonus opposite included with this course)
	Special link-ups to online training resources and testing procedures.
	Ongoing support from INSIGHTS the only company in the region accredited to provide CIAC Certification courses and the Global Partner of ICMI, the world’s leading independent, call centre think tank.

Who Should Attend

	Call Centre Trainers
	Senior Call Centre Personnel
	Managers of Smaller Call Centres
	Team Leaders
	Coaching Staff
	Organisational Presenters
	Corporate Trainers
	Training Department Managers
	Independent Consultants/Trainers

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