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Phone Coach Training

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OK, I am at a complete loss as I seem to have entered a black hole with regards to training equipment for simulated call/contact centre environments.

I need to be able to train upto 10 people on their call control, voice control, and basic communication skills such as rapport building, empathy, listening & questioning skills. I have the course content, role plays and trainers - but what I am having great difficulty finding is the necessary equipment.

There is a company called Phone Coach who can supply the Network kits. These are 12 phone extensions, linked to voice recorders and a central console which allows an observer/trainer to put through calls, conference, cut off and so on. These use tape recording which is OK but doesn't always allow for the quality of tones and pitch.

I have also found Minerva Training who have a digital version without the call console - this is unfortunate as I do need the ability to simulate calls coming in, transferring etc.

Does anyone know of any other manufacturers of equipment like this. I am stuck and need help? I turn to the masses for help :-))


Graham King

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