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Effective Role-Plays for Call Centre Training


I am putting together a Customer Services course for my company and would like to include Role Plays. The objectives are to be able to evaluate a trainees ability to respond positively and imaginatively to different telephone situations and also to be able to identify skills and competencies. ie "Should Jack be in Sales or Credit Control instead of Customer Service?"

If anyone can suggest something innovative, simple to facilitate and fun to watch and do, I will be very, very pleased!

Molly Carey

molly carey

One Response

  1. The Fun Stuff
    Dear Molly,

    Why not base your role plays on a popular soap?
    Eastenders, Brookside, Corrie ….. they all have a host of well known characters who can fairly easily be portrayed in role play ( you can always add a few props – a Head Scarf for Dot Cotton etc )and have clearly identifiable competencies, thus making it easy to judge which team they would best be suited to working in.

    You might want to label up the different teams as places within the soap: The Queen Vic for Customer Services; The Market for Sales; Nic Cotton’s place for Credit Control.

    Or perhaps you want a role play game that is more tailored to your industry, which is?? Why don’t you e-mail me back with that:, and I’m sure I can come up with something fairly quickly.

    Hope that this helps,



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