Call Center Sales Training

Call Center Training

As call centers overcome their outdated stigma of being cost drains, they’re embracing their new role as the company’s front line, an emerging profit creator and a central part of the company’s brand strategy. We approach call center training by developing the critical skills and ethical, customer-centric behaviors that forge long-term loyalty.

You need your call center agents to deliver meaningful value during every customer interaction. To have conversations that dig below the surface to discover what might be causing customer concerns. To move away from the script to being more conversational—while staying within handle time boundaries and improving call quality metrics.

It’s a tall order. But our call center training can help you get there.

The most effective contact center agents are driven by a belief that their role is:

  • To be passionate
  • To solve problems
  • To take ownership
  • To be human

When you equip your employees to connect with customers as advisors rather than order takers, you instill a sense of pride. They recognize that they are an integral part of the solution. This not only makes their jobs more rewarding, it also increases their engagement and motivation. As a result, they are able to deliver a level of customer service that is completely genuine and demonstrates their compassion and concern.

It starts with shifting people away from the mindset that sales and customer service are two separate things to creating a sales culture where the two are seen as one and the same. By enabling and empowering your call center agents to convert more calls to customers and ensure that they retain those customers, you’ll build their confidence, and they’ll be more committed to delivering exceptional value in every customer interaction. 

When that happens, everybody wins—the customer, the company and the contact center agents themselves.

Businesswoman discussing with colleagues

Creating High-Value Conversations

Equip your call center teams with the sales and service behaviors to:

  • Maintain a customer-focused mindset and add value throughout the conversation.
  • Ask open-ended questions to uncover the customer’s needs, wants, desires and concerns.
  • Listen carefully to determine what matters most to the customer before offering solutions.
  • Develop an emotional connection with customers and gain their trust.
  • Pay attention to the customer’s pace and tone, adjusting their own behavior accordingly.
  • Be comfortable asking for the sale.
He's always available to talk business

Call Center Training Outcomes

  • Customers view agents as solution providers and partners in their success.
  • Customers have greater loyalty and seek out advice for additional needs.
  • Contact centers report higher call quality as well as number of products and revenue per client.
  • Organizations build a strong reputation for integrity, attracting and retaining more customers.
  • Organizations enjoy a great sales and service culture with high engagement, enabling them to attract and retain high performers.

Call Center Training Programs

training programs for coaching

Integrity Selling for Call Centers

Integrity Selling for Call Centers focuses on the critical skills and ethical sales behaviors that help contact centers forge true customer loyalty.

insurance training programs

Integrity Service

Create an Exceptional Customer-Focused Culture.

Demonstrating Industry Expertise in the training industry

Integrity Selling Refresh

A simple and effective way for contact center reps and managers to keep previously learned Integrity Selling principles front-of-mind within their daily workflow—and without taking reps off the phones.

Call Center Training Gets Results

Integrity Selling Elevate

For veterans of Integrity Selling, Elevate offers sustained, virtual sales training & coaching to deepen learning and speed results.

Team planning with post its

Integrity Coaching

Empower and equip your people to do great things.


Call Center Training Session
AAA Carolinas Insurance Agency
Customer Care Center vision was to establish a benchmark for success, create greater value for customers.
Increased products per customer from 1.3 to 3 within two years. NPS increased from the low 60s to the high 80s.
Plant for the production of steel
Omaha Public Power District
The Omaha Public Power District developed a successful call center that increased engagement and morale, developed behaviors that helped them achieve better results, and developed a values-based approach to working with customers.
increase in Call Center Sales.
Real Life Call Center Training
A major U.S.-based insurance and financial services company
with 500 contact center sales agents moved from script-based customer conversations to creating rapport, asking more questions to identify additional needs, delivering more value, and cross selling as appropriate to customer needs.
New hires became productive, achieving sales standards, at 6 weeks, vs. 6 months


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Our representatives now see selling as a way for us to create value for our customers. They’re of the mindset that if we don’t effectively sell to customers, if we don’t properly identify their needs, if we don’t offer the right products to meet those needs, then we’re doing a disservice to them.

Keith Goryl, HR Officer and Director of Training and Development
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Integrity Solutions is just what we needed for our frontline staff! They have gained the confidence they need to provide excellent customer service. They now realize that sales is service and service is sales! They take pride in their work and think of themselves as problem solvers.

Marcy Moser, Vice President
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Integrity Selling has increased our overall member experience with our insurance team. Now every interaction a member has is with an employee that intently listens, focuses, and responds to the customer while keeping the members’ best interests in mind. This has not only improved our overall member satisfaction, but has also increased our product and account penetration into each member household further helping our agency live out our own motto ‘3 is the Key’.

Stephen Simmons, Manager of Direct Sales

Who we work with

Amica transparent logo
AAA Carolinas transparent logo

Call center headset

Put the focus on delivering the value that matters to your customers—and keeps them coming back.

Read our latest blog post, Are Call Centers Giving Customer Conversations Lip Service in Favor of Driving Call Metrics?, to learn more!

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