Contact centre training workshops in Montréal, Québec City and Toronto

Optimize your contact centre – book your spot today for the 2012 training sessions

Bell offers a range of contact centre agent and management training workshops to help your team develop the practical skills needed to maximize performance, strengthen customer relationships, and increase sales.

Investing in training and development will result in new business opportunities, increased customer satisfaction and greater employee loyalty to give your contact centres a competitive edge.

The courses listed below are just some of our training sessions available in Montréal, Québec City and Ontario.

In addition to our extensive training curriculum, if you have specialized training needs, we can offer customized workshops tailored to meet your organization's requirements.

For more information, or to learn about courses not listed here please contact us.

Basic training for receptionists

Telephone Etiquette and Courtesy I – Positive interactions between callers and receptionists can have a tremendous impact on customer opinions of your organization. Instructors provide answering tips and techniques to ensure smooth and pleasant greetings and directions for callers. This one-day course is intended mainly for switchboard receptionists.

Available in Quebéc only

Telephone Etiquette and Courtesy II – This one-day training builds on lessons learned in Telephone Etiquette and Courtesy I. Instructors teach advanced answering techniques to further develop smooth first interactions and positive caller impressions.

Available in Quebéc only

Telephone Etiquette and Courtesy III – Receptionists often handle callers feeling impatient, angry or confused. This course teaches the art of effective communication, active listening, handling difficult calls and stress management. Pre-requisite: Telephone Etiquette and Courtesy I and II.

Available in Quebéc only

Basic training for agents

Customer Service – Conveying a professional image over the phone can impress customers and ensure return business. Using proven techniques, your call agents can help you build customer loyalty. This one-day basic training session includes workshops and role-playing exercises. This course is ideal for anyone who deals directly with customers.

Available on demand in English or French

Telemarketing Workshop – Improved telephone techniques make even the toughest calls easier and ensure a more positive perception of your organization. A one-day workshop and role-playing session reflects today's business environment. This course is ideal for anyone who deals directly with customers.

Available on demand in English or French

Additional training for agents

Excellence in Customer Service – This one-day training session teaches CSRs how to improve their telephone professionalism. Agents will learn to adapt their communication style to suit customer needs, apply listening and questioning techniques to understand customer needs, manage conversations with an assertive, action-oriented approach, handle difficult callers, identify revenue opportunities and improve call effectiveness through stress and time management.

Available on demand in English or French

Advanced Customer Service – Using advanced customer service techniques, your team will develop new skills that will enhance your corporate image. This one-day course is for all employees who deal directly with customers.

Available on demand in English or French

Handling Difficult Calls – Learn to project a professional image in telephone conversations with difficult customers while remaining calm. This one-day training session is for anyone who may encounter a thorny caller.

Available on demand in English or French

Supervisor training

Performance management workshop–Performance management is an ongoing process of establishing goals, working towards achievement and assessing individual performance. This 3.5 day interactive workshop is useful for anyone starting in a contact centre supervisory or team lead role, covering call centre management strategies, performance management fundamentals and best practices. For your convenience, courses will be conducted with a group of employees at your business location.

Available on demand in English or French

For information and registration

For more information, to register or to learn about courses not listed here please contact us.

Other courses available from the Bell Training Centre

To complement your contact centre training, Bell's team of seasoned trainers offers a full curriculum of courses that teach techniques for technical and operational expertise for network solutions and extensive IT security awareness:

Note: To ensure participant satisfaction and to promote interaction, a minimum number of registrants will be required to guarantee a training date. If this number is not reached, Bell reserves the right to reschedule or to cancel.