Contact centre training that changes how your team handles every call.
Most training teaches people what to say. ALIGN Customer Experience teaches them how to think: one conversation structure for every customer interaction, practised on your own calls, reinforced weekly, and measured against your baseline.
An eight-week programme for global contact centre teams. In person, virtual or blended. And built to run around your roster.
About This
Training Programme
In most contact centres the quality of a customer experience depends on who answers. Your best people handle a difficult call instinctively. Everyone else improvises, and the difference shows up in your satisfaction scores, your escalation rate and your repeat contacts, without ever showing you which behaviour caused it.
ALIGN Customer Experience installs one conversation structure across the team. The same approach to opening a call, understanding the real issue, explaining what happens next and closing it properly, so quality is something you can coach against and measure rather than something you hope for.
The scenarios are phone-led, because that is where the pressure is, and the framework applies to every channel your team handles, including email, chat and social. It also works beyond the contact centre, from wider customer service training to coaching retail and branch teams and account management teams.
Why It Matters in a Contact Centre
Scripts do not survive a difficult customer. Teams need a structure that works when the call goes off script, and leaders need something they can coach against.
Fewer calls that come back
When the real issue is understood the first time and the next step is clear, the customer does not need to call again. Repeat contacts are the most expensive thing in a contact centre.
Escalations handled before they escalate
A structure for handling concerns means a frustrated customer is dealt with by the person who took the call, rather than becoming a team leader\u2019s problem.
Quality scores that reflect behaviour you can change
One shared method means your monitoring measures the same thing every time, so a low score points at a specific behaviour instead of a vague impression.
A shorter ramp for every new starter
New people learn one documented approach rather than shadowing whoever is free. In a team with real turnover, that compounds fast.
Less burnout on the hardest calls
Knowing how to handle a difficult conversation takes the dread out of it. Confidence on those calls is what keeps good people in the job.
Proven Results, from Real Names in the Business World
No made-up stats, no industry averages. Every number below came from a real client, and we’ll tell you exactly who on the call.
Preliminary ROI achieved by Hudson Recruitment within one quarter of rolling out Align Selling across their Australasian offices.
Sales Calls
Client Visits
New Jobs
End of Q1, reported by Hudson L&OD
Book a Call
Deals closed per month by Honeycomb Construction after completing the Align Selling programme, up from zero formal sales training beforehand.
- 3x increase in pipeline
- Consistently high incr in revenue
Managing Director, Honeycomb Construction
Book a Call
ROI delivered for Collaborative Consulting within weeks of finishing the programme, using a sales process simple enough for sceptics to adopt fast.
Financial Industry
Managing Director, Collaborative Consulting
Book a Call
A Programme, Not a Workshop
Training fades in three weeks without reinforcement. So, reinforcement is the programme, not an add-on. The full arc runs over eight weeks.
For Your Whole Call Centre
Run the programme in-house for your whole team, built on your own calls, your own systems and the customers you actually serve. Everyone learns the same method at the same time, which is the only way to get one consistent experience across every seat.
Delivered at your site, or remotely..
Shift-Friendly and Virtual Delivery
You cannot take a contact centre off the phones. The programme runs virtually or blended, and the weekly 90-minute application sessions are short enough to fit between shifts or run twice so both halves of the roster are covered.
From People Who Do This Job
Real results, from the people who lived them. No spin, just what changed after the training.
Kicking myself for not doing this sooner!
Simple and effective sales process that works for beginners to veterans. Went from closing 11 deals per month to 19.
Honeycomb Construction
William Lin
Managing Director
“Megan from Align Training was engaging and very interested in delivering the right training to suit our company’s specific needs. Highly recommend their services and will definitely be using them again in the future.”
Rachel Beechey
Director, Rose’s Alteration.
“I am a small business owner. I have been in business since 2017 with no sales training. I went on the Align Selling Sales Training Course in June 2023 and couldn’t recommend it enough. Within the duration of the course, I have gone from closing 11 deals per month to 19! They have a simple and effective sales process that works for beginners to veterans.
By changing the way I think about sales, I’ve also tailored my approach to each customer because of this course. Even my wife commented on how my sales calls have dramatically changed! Kicking myself for not going sooner with the thought of those lost customers. Very impressed and highly recommend to small/ medium business owners!”
William Lin
Managing Director, Honeycomb Construction
“I have never, ever had a staff member participate in work-based training and so positively rave about it!!! We now have all of our Facilitators very keen to receive similar training. A particular challenge for Facilitators is managing staff who are generally part-time, mostly working independently and very little face to face connection with their manager let alone colleagues or anyone else in the company. The skills developed through your training positions managers very well to be effective in this situation.”
Karen Wilton
Systems Transformation Manager, NZ Health Group Healthcare
“We are in the final stages of rolling out our new CRM, and I am really proud of the end product which has our sales framework prompts throughout. In addition, we plan on launching the PolyNovo Playbook and running a pre-call planning workshop at our Half Year Meeting next week. Thanks to you, all of that is now possible!”
Valerie Young
Sales Director PolyNovo Healthcare
“I completed the Sales training course through Align Training recently, thoroughly enjoyed it. Great content – walked away with a huge amount of knowledge, sales confidence and a bunch of ways to improve our sales approach and process.
Thanks Megan and Luke – will be back for other course in the future for sure.”
Jordan Statham
Managing Director, The Conduction Company, Electrical.
“Fantastic facilitators! Would recommend to anyone looking for some structure in the sales process.”
Desmond Nash
Group Account Director, Acumen, PR and Media.
Your customers arrive informed. The conversation is where they decide.
Customers research and shortlist on their own, increasingly with AI, long before they meet your team. When they reach a salesperson, they are checking whether what they have read holds up. That conversation is the part you can train.
AI answers product questions. Customers still turn to a salesperson to diagnose the problem, reduce the risk in a decision and build trust. That conversation is the one we train.
FAQs
Frequently Asked Questions
Straight answers on time, cost of attention, and what actually changes in your selling. Still unsure? Talk it through with us.
Can you train our team without taking everyone off the phones?
Yes, and it is built for that. The foundational workshop is 1.5 days and the seven follow-up sessions are 90 minutes each, which is short enough to schedule around a roster. Delivery can be in person, virtual or blended.
Is this call centre training or contact centre training?
Both. The scenarios are phone-led because that is where the pressure is, and the framework applies to every channel your team handles, including email, chat and social.
How do you prove it worked?
We run a diagnostic before the workshop covering call quality, escalation rate, repeat contacts and customer satisfaction, and agree the measures with you on paper. After graduation, we re-measure against that baseline, so the improvement is a number rather than an impression.
How long is the programme?
Eight weeks. A 1.5-day foundational workshop, then seven weekly 90-minute application sessions, then graduation.
Will experienced agents engage with it?
It is the most common question and a fair one. The programme works on your own calls rather than on theory, so an experienced agent is applying it to the conversations they are already having, and Collaborative Consulting described the process as simple enough for sceptics to adopt fast.
Book a 20 Minute Discovery Call
A no-obligation chat about where your team’s losing deals, and we’ll tell you straight if we’re not the right fit.
- We will ask about your win rate, your sales cycle and where deals stall
- You will get an honest read on what is actually causing it
- Ballpark pricing on the call, so there are no surprises later