Call Centre Training

Designed and Facilitated by a Registered Clinical Psychologist

Our Call Centre Training Programme is aimed at ensuring the well-being of both the Client and the Employee

At Indawo Training we believe that an effective and successful Call Centre involves having; the right amount of properly skilled individuals and teams, with supporting resources in place, at the right time, who are able to efficiently handle workload, at a service level with a high level of quality. In order to obtain such, individuals and teams require a high level of Emotional Intelligence, Skill and Team Cohesiveness.

Emotional and Social Intelligence (ESI) refers to the competencies linked to self-awareness, self-management, social awareness and relationship management, which enables individuals to understand and manage their own and others’ emotions in social interactions

Course Objectives:

  • Part 1 – The Call Centre Environment
  • Part 2 – Customer Relationship
  • Part 3 – Surviving the Call Centre Environment
  • Part 4 – Workforce Management (Facilitated by Business Expert)

The contact centre is the customer’s moment of truth and will determine how they perceive and interact with the organization in the future.

  • The aim is to develop individuals on a personal level as well as create team cohesiveness.
  • To provide tools on how to deal with clients and colleagues in call centres.
  • Understanding how to obtain Client Satisfaction
  • Looking at the overall well-being of the employee.
  • Implementing Successful Workforce Management Methodology


 What makes our Call Centre Training Unique and Different?


Our call centre training has been designed by and is facilitated by a Clinical Psychologist, the training includes Emotional Intelligence, Motivation, Dealing with Stress, Burnout & Depression, Team Building as well as Customer Care; the training is, therefore, designed to address all aspects of the Call Centre; using a holistic approach.
Psychologists are trained to work with these types of aspects at a deeper level and understanding; which provides individuals, teams and organisations with greater, long term Return on Investment, growth and success

Course Outline:


  • Understanding the dynamic Call Centre Industry in South Africa
  • Today’s customer contact environment
  • Familiar challenges, with new opportunities
  • Psychological dimensions and driving forces behind Call Centres
  • The importance of the Contact Centre and Brand Reputation
  • Understanding the purpose and motivation for Millennial’s


  • Entering the New era of Customer Relationship
    • Psychology 101 – What the new age customer demands
  • The Emotional Intelligent call centre Agent – What he/she should look like
    • Self-Awareness, Self-Management, Social Awareness & Relationship Management
  • Customer Care
    • Understanding customers’ real underlying expectations and meeting it
    • Emotional Attunement – The fine art of reading and dealing with customers emotions
    • Service orientation. Anticipating, recognizing and meeting clients’ needs
  • Conflict Resolution
    • “Getting comfortable with Conflict”
    • The 5 Modes of Conflict
    • 3 Categories of Conflict
    • Tools for dealing with Angry and Unreasonable Clients
    • Understanding Misdirected Anger from different perspectives
    • Holding emotions and allowing Clients to vent
    • Containing emotions, not owning emotions
    • Dealing with complaints and finding reasonable solutions
  • Understanding Criticism
    • Coping with being on the receiving end of Criticism
    • The Essential Toolkit for NOT taking things personally
    • The fine art of deflection and triangulation
    • Pity, empathy, sympathy and compassion – what to use and when?
  • Assertiveness Skills
    • Healthy assertiveness vs Aggression
    • Tools for Assertive communication
  • Communication skills
    • Selective, Defensive and Listening with the intend to reply
    • Non-verbal communication for Call Centres
    • The Art of making a client feels heard and understood
    • Respectful Etiquette and use of language in communication
  • The Psychology of Persuasion and Influence
    • Understanding what Personality you dealing with
    • The Psychology of making customers feels Empowered
    • The Art of Persuasion and Influence


  • Stress in the Call Centre Environment
    • Signs of Stress, Burnout, Depression and Anxiety
    • Handling change with flexibility
  • Stress Management
    • The new age Work-Life-Integration
    • The Road to Resilience. Bouncing back from tough times
    • When responsibility exceeds Authority
    • Tools for dealing with Stress, Burnout, Depression and Anxiety
  • The Psychology of Staying Motivated
    • The Truth about Motivation
    • Motivation in a call centre environment
    • Optimism, lessons from failure, cultivating a positive attitude
    • Victim Mentality and Demotivation
    • Motivation as Personal and Dynamic
    • Goals setting, Purpose and Motivational Tools
  • Team Work and Team Building
    • Managing Diversity and Inclusion in the Workplace
    • Cultivating opportunities through diverse people
    • Understanding Team Dynamics, Conflict and Team Mood Management
    • Aligning with the goals of the group and organization
    • Increased Productivity through Team Cohesion
    • Utilizing Team Support

PART 4: WORKFORCE MANAGEMENT (facilitated by Business Expert)

  • Introduction and Overview
    • What is workforce management (WFM)
    • Impact of poor WFM
    • Contact centre cost components
    • What makes call centre staffing unique
    • Making the most of staffing resources
    • Basic steps of workforce management
  • Forecasting
    • The data collection process
      • Data validation
      • Dealing with aberrations
    • Sources of call data
    • Business drivers and factors
    • Simple, moving, and weighted averages
    • Time series analysis
    • Calculating trend
    • Identifying seasonal patterns
    • Calculating day-of-week factors
    • Identifying time-of-day patterns
    • The impact of special events
    • Shortcut forecasting approaches
    • Calculation and formula review
  • Planning Resource Requirements
      • Defining service goals: Service level, ASA
      • Calculating average handle time
      • The relationship between workload and staff
      • Calculating staff workload
      • Techniques for determining staff requirements
      • Understanding the Erlang models
      • Case problem: Step-by-step staffing design
  • Staffing Trade-Offs
    • Factors that influence staffing numbers
    • Service versus staff relationship
    • Economies of scale
    • Agent occupancy
    • Consolidation case problem
    • Calculating staff for outbound calling
    • Calculating staff for email demands
  • Scheduling Call Centre Staff
    • Balancing contact centre and agent needs
    • Basic scheduling principles
    • Calculating schedule requirements
    • The impact of workforce shrinkage
    • Coverage objectives
    • Components of scheduling
      • Shift span
      • Days on/off
      • Start/stop options
    • Schedule creation case problem
    • Implementation challenges and tips
  • Managing Daily Schedules and Services
    • Balancing contact centre and agent needs
    • Basic scheduling principles
    • Calculating schedule requirements
    • The impact of workforce shrinkage
    • Coverage objectives
    • Components of scheduling
      • Shift span
      • Days on/off
      • Start/stop options
    • Schedule creation case problem
    • Implementation challenges and tips
  • Managing Attendance and Time-Keeping
    • Impact of adherence
    • Quantifying the impact
    • Diagnosing reasons for non-adherence
    • Adherence solutions
  • Performance Management
    • Call centre KPA and KPI’s
    • Individual staff KPA’s and KPI’s
    • Risk KPI’s
    • Resource
    • Requirements
    • Skills development
    • Root cause analysis
    • Disciplinary procedure
  • Automating Workforce Management Tasks
    • Limitations of manual approach
    • Qualifying characteristics
    • Basic system capabilities
    • Advanced system capabilities
    • Cost justification components
  • Solving Workforce Management Issues: The most common problems
    • Activities:
      • Basic staffing and scheduling
      • Telephone cost trade offs
      • Expanding hours of operation
      • Consolidation and skill-based routing
      • Adding multimedia contacts problem



Course Duration:

PART 1, 2 & 3:  1 day
PART 4: 3 days

(Fully customisable)

  • The course is offered in-house and can be custom made to include specific examples and exercises based on the organisation’s activities.
  • The course is wholly interactive combining theory with role play, team exercises and group interaction.
  • Evaluation happens through participation and group discussion


Who should attend:

  • Call Centre Staff
  • Call Centre Team Leaders and Supervisors
  • Customer Service Representatives
  • Sales Order/ Desk Representatives
  • Credit and Collection Representatives
  • Front-line Staff and Receptionists
  • Online Sales or Service Representatives

Contact us for more Information or to Book Training