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Call Centre Standards Training



I have been set the task of implementing a training programme for our Sales Order Processors Department. A large part of this training would focus on working on an induction manual/resource for all existing staff and a new improved iduction process for all new starters. Though the department are not classed as your traditional Call Centre, I believe that many of the standards & procedures that Call Centres meet in their training would be useful and of benefit to the team.

Does anyone know of a place I can find examples of Call centre Training Manuals or have any suggestions of what is typically included in manuals like these so I can have a basic framework to start working from?

Any help would be greatly apppreciated.

Amanda Kerr

5 Responses

  1. CCA
    Hi Amanda

    One place to get standards for Call Centres is from the Call Centre Association (CCA). They have a web site that sets out the standards and they include training.

    In terms of what is included in training manuals they are usually the technical information – what do you need to know to do your job to the required standards. The training itself will then cover both the technical aspects as well as the “softer” skills such as customer service skills, communciation, call handling (if appropriate) etc.

    Most Call Centre training I have produced and delivered has combined these elements and then included some kind of “assessment” written or practical depending on the requirements. This helps to identify how the individual is performing, what performance gaps there are, what additional coaching is required etc.

    Coaching is a particular standard that needs to be included as this should be part of the initial training and then be continued back in the workplace to encourage the development and maintainance of the required standards.

    If you need anything else or are looking for specific information/assistance in this just let me know.


  2. Call Centre Standards

    Julie and Steve have given you two places to start however another option is to find out what standards you’re company/the department want to set.

    Whilst there are some standard ‘call centre standards’ that many call centres use such as productivity targets and response times for calls handled, most call centres will set their own standards specific to their industry and the type of calls the make/handle.

    Can you supply a little more information with regards to what standards you are thinking about and I maybe able to help you more.

    Feel free to drop me an email at [email protected] if you would like to discuss further. As you will see Train 2 Develop specifically specialise in call centres and I am sure we can find something to help you.

    Wishing you every success.

  3. Many Thanks
    Thank You for all your comments, they have all been really helpful & given me a few good strting points to work from.



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