As well as a host of general professional training products in areas such as project management, personal development and general management, PrimeLearning.com offers three products that directly support the training needs of the call center industry:

The PrimeCall Center ABCs curriculum teaches the underlying principles of call center operation from a front-line agent's unique perspective. It explains in clear, simple and effective language, key concepts such as stakeholder concerns, workforce management, performance measurement, agent occupancy, call routing and management technologies, staff scheduling and customer relationship management.

It is aimed at frontline agents who need an understanding of the fundamental structures and relationships in the call center profession.

PrimeCall Center ABCs provides overview training on the day-to-day aspects of the job encountered by the frontline agent. It is ideal for the orientation of new agents and for imparting a better understanding of the Call Center industry to established agents. The curriculum focuses specifically on the Call Center industry rather than individual Agents' skills, and deals with internal Call Center issues such as "where do I fit in?", "what is my value in the company", "why do I get all the calls" and related questions.

The PrimeContact Center Agent curriculum provides front line customer service professionals with strategies to assure customer satisfaction while minimizing stress and maximizing performance effectiveness. Proven techniques are presented and illustrated incisively to help learners adapt their communication styles, build customer rapport, and resolve problem situations appropriately.

It is aimed at professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies.

PrimeContact Center Agent is Agent-focused, and empowers Agents with the essential skills and knowledge to do their job better, handle various customer situations and maximise their own performance and efficiency. A key offering for the developing trainee who has mastered the industry-specific concepts covered in PrimeCall Center ABCs.

The PrimeCustomer Care curriculum provides strategies to enhance even the most difficult customer situations. Learners are encouraged to examine the people whom they define as customers, evaluate specific customer requirements, and initiate actions to improve relationships. Real-world case studies provide learners with opportunities to transform a potentially negative customer experience into a positive one.

PrimeCustomer Care is aimed at professionals whose role requires interpersonal communications with people internal and external to the organization. The curriculum is customer focused and focuses on how the customer IS the business, how to maximise customer relationships, learning the different types of customer and how to deal with them etc. PrimeCustomer Care provides an excellent follow-on from PrimeContact Center Agent, for the developing Agent themselves, or their Supervisor or Manager.

PrimeLearning.com offers an unparalleled level and quality of interaction in our courseware. In the samples below, selected from the curriculum PrimeContact Center Agent, we encourage you to click on a screen to:

• See how we use real-life scenarios
• Discover what people think or say
• Listen to how we simulate workplace dialogs and learn
• Try out one of our many question interactions - challenge yourself!

Do you have a date by which all employees have to complete their training? Add this date to the system and have our automated Mentoring prompt your learners to completion.

Do you want to run reports to see who has started or completed their training? We'll set your learners up in groups and allow manager(s) to run these and other reports any time.

Do you need special database extracts to interface with your HR Management systems? We can do this too!

Are your employees distributed over various sites? Training is entirely over the Internet, with no Instructor-Led Training (ILT) requirement. If you would like to introduce an element of blended training (mix of ILT and eLearning), we can advise on how you might do this using the traditional approach, and also through the use of our Virtual Class technology!

eLearning can be an extremely cost-effective way of addressing call center training in your company. For a custom quote, and to arrange access to the eLearning System™ to review our training products, please contact us at pricing@primelearning.com

The eLearning System includes a Preassessment (or PrimePath™) feature that allows learners to conduct an initial assessment of their knowledge in a given area, and which then constructs a personalized learning plan based on competencies demonstrated in the assessment. In the eLearning System, the results are reflected in the learner's personalized learning page.

In these special, stand-alone versions of the Preassessment, we offer you the chance to try them out for free. At the end of the test, we have added a simple 'Print' page that shows how you did in each course!

To try out the Preassessments, click on the product name below: