Integrity Solutions Contact Centre Training & Certifications
Integrity Solutions: Comprehensive Training for Contact Centre Professionals
Integrity Solutions offers structured, hands-on training designed to develop essential skills for contact centre agents, team leaders and managers. Whether you’re looking to enhance your sales techniques, boost leadership capabilities or improve customer service, our training programmes are tailored to meet the unique challenges of the contact centre environment.
What You’ll Gain from Integrity Solutions Training:
Practical Application: Apply the skills you learn immediately in your role, with actionable workbooks and action plans.
Long-term Behaviour Change: By addressing mindset and skillset you are able to achieve long-term behaviour change, resulting in increased confidence, capability and productivity.
Recognised Certification: Upon completion, receive a digital certificate to showcase your accomplishment and progress.
Flexible Learning: Our structured training sessions fit into even the busiest schedules, providing maximum flexibility.
Integrity Selling® for Contact Centre Professionals
Empower your contact centre agents with the skills and mindset to succeed in every customer interaction. Our values-led sales training programme equips agents with a proven, customer-focused approach to increase conversions, build trust, and foster long-term customer relationships.
Course Details:
Format: Facilitator-led training with digital pre-work, interactive workshops (in-person or virtual), follow-up sessions and ongoing coaching
Duration: One day workshop supported by 8 weekly reinforcement sessions for sustainable behaviour change
Tools & Models: Behaviour Styles®, AID,Inc.® Sales Conversation Framework, Gap Model Interview, the Sales Congruence Model™, Pre-Call/Post-Call Planning Form
Key Learning Outcomes:
- Understand and apply a needs-focused sales approach tailored to the contact centre environment
- Build trust and rapport through better listening, questioning, and behavioural awareness
- Improve confidence and reduce call reluctance through mindset development and emotional alignment
- Achieve higher conversion rates with a consistent, structured approach to sales conversations
- Handle objections professionally and communicate with clarity and persuasion
- Increase upselling and cross-selling opportunities through authentic customer engagement
- Reinforce positive sales habits through coaching, repetition, and performance tools
Integrity Coaching® for Contact Centre Managers
Inspire, Empower, and Lead with Impact
This programme is designed specifically for contact centre managers ready to lead with purpose, strengthen team performance, and embed a coaching mindset throughout their organisation. Integrity Coaching® equips leaders to coach confidently, foster trust, and create a culture of continuous improvement.
Course Details:
- Format: Facilitator-led training with digital pre-work, interactive workshops (in-person or virtual), follow-up sessions and ongoing coaching
- Duration: One day workshop supported by 8 weekly reinforcement sessions for sustainable behaviour change
- Tools & Models: Behaviour Styles®, Coaching Conversation Framework, Handling Resistance Model, the Congruence Model™, Coaching Planning Form
Key Learning Outcomes:
- Lead with integrity and adapt to diverse team dynamics
- Build a coaching mindset to enhance performance and employee engagement
- Develop emotional intelligence and communicate with clarity and empathy
- Establish trust and accountability across your teams
- Reinforce positive behaviours and embed long-term development
- Delegate effectively and free up time for strategic priorities
- Coach the next tier of leadership to support sustainable growth
- Navigate change with confidence and inspire innovation
- Increase retention by showing people their potential and helping them achieve it.
Integrity Service® for Contact Centre Agents
This customer service course equips contact centre agents with the mindset, skillset, and processes to create consistently exceptional customer experiences. Grounded in the principles of Integrity Service®, it goes beyond traditional service training by focusing on purpose-driven engagement, empathy and problem-solving to strengthen customer loyalty and employee satisfaction.
Course Details:
- Format: Facilitator-led training with digital pre-work, interactive workshops (in-person or virtual), follow-up sessions and ongoing coaching
- Duration: Half day workshop supported by 7 weekly reinforcement sessions for sustainable behaviour change
- Tools & Models: Behaviour Styles®, Customer Service Framework, Problem Solving Model, Objection Handling Model and the Congruence Model™
Key Learning Outcomes:
- Clarify role purpose
Understand what it means to deliver truly customer-focused service - Build confidence and pride in delivering excellent service by aligning attitudes, values, and behaviours
- Communicate with empathy and ask the right questions to uncover customer needs
- Apply a practical problem-solving model to handle service issues with confidence
- How to handle difficult conversations
- Strengthen customer relationships through active listening, personalisation, and professionalism
- Create lasting impressions that improve satisfaction and loyalty
- Reinforce a service mindset that links purpose to job performance
- Learn to be a customer advocate—going above and beyond expectations
- Increase accountability through structured coaching and follow-up
- Foster a collaborative service culture that drives both customer and employee engagement.
Explore Other Integrity Solutions Pathways
Explore additional pathways for contact centre professionals, including Sales Skills, Leadership Development, Customer Service Excellence, Time Management, Conflict Resolution, and more. Tailored training for every aspect of contact centre operations is available.
