Effective Call Center Training: Soft Skills Paperback – Illustrated, 10 Aug. 2006

Bought this for my sister who's a call centre team leader and she said it's faboulous in training her staff so well worth the money plus she creates certain training sessions based on it.

The information for the book gives the impression it will provide the soft skills required by call centre operatives, unfortunately this is only a small part of the book and not very helpful.If I lived in India and wanted to work in a call centre or wanted to set up a call centre there with an American customer base then the book could be very useful but 'how to say phrases correctly in either British English or American English' is not what I call a call centre soft skill for the UK.I needed information on listening skills, dealing with angry customers and providing good customer service; in fact all the soft skills required by a Call Centre operative, this book did not provide these.