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Seb Anthony

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Collections Call Centre training


I train staff who work in a Collections Call Centre (over 300 staff) New staff undertake over 2 weeks of intense classroom training - computer software, Telephone Skills & Negotiation Skills. At present all the training is completed prior to staff commencing their role as the business expects 'the finished article'.

I am looking to re-design the training. Does anyone work in a similar environment? If so what format does your training take?
Jackie Bradwell

5 Responses

  1. Getting Started Earlier
    I know that one of the issues faced at call/contact centres is getting the new employee on-the-job as soon as possible, not only to accelerate productivity, but also to motivate the new starter.

    One approach I have encountered is based around the concept of Performance Based Instruction, which follows a model of:

    (1) Guided Observation
    (2) Guided Practice
    (3) Demonstration of Mastery

    This approach uses instructor led training/coaching, together with a wealth of performance support tools.

    For an example set in a call centre environment, see:

    Performance-Based Instruction, Dale Brethower and Karolyn Smalley, Pheiffer, ISBN 0-7879-1119-4.

  2. Call centre training
    Siulation based e-learning in a blended learning environment is very powerful. Call me and I’ll give you some ideas.

    0207 400 4800

  3. What are you setting out to achieve?

    You mention you are redesigning training but no reason why. Is it because you feel its dated or is it because its not delivering the learning objectives or because the management want the cost reduced.
    Assuming its the first, check to see if it is delivering learning objectives if it is then perhaps you need to conduct another TNA. If its the last two then perhaps your objectives have shifted.
    I’d always caution against just rejigging something for the sake of it.


  4. Sharing findings/approaches
    I’m the Training Manager in a retail call centre where we have a specific collections department. I’d be happy to share with you our approach to training and findings if you would like to contact me off line. My number is 01772 738324.

  5. Workshops
    Have you considered single day or two day workshops to fully explore the psychology of the call centre and to turn intention into results?


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