Transforming Contact Centres Through People-Focused Training

Empowering contact centre professionals with innovative solutions that drive customer outcomes and business growth.

Growth
Sales Growth
48%
Success Rate
Customer Commitments
53%

Transformational Results

Delivering measurable impact across contact centres.

Cultural Transformations

Transcend & Transform

  • 48.2%Year-over-year sales growth
  • +20%Employee retention
  • Point iconCustomer Satisfaction scores improved from 12th to 93rd percentile
Membership Growth

Retention & Cross-selling

  • 11%Increase in services per household
  • 196%Cross-selling increased
  • Point iconIncreased products per customer from 1.3 to 3 within 2 years
Productivity Growth

Overall Productivity

  • 23%Revenue increase within 6 months
  • Point iconNew hires productive in 6 weeks vs 6 months average
  • 25%Increased overall business
Member Relationships

Deepening Relationships

  • 140%Reported revenue growth in 1 year
  • 53%Increase in customer commitments
  • Point iconIncreased NPS from low 60'S to high 80’s in less than 1 year
Learn More About Our Impact

Clients We Work With

Trusted by leading organisations across the globe.

Southern Cross Logo
TSB Bank Logo
Teachers Mutual Bank Limited Logo
3M Logo image
Halls Logo
Coca Cola Logo
First Dakota logo
Price Chopper Logo
Southern Company Logo

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Comprehensive Contact Centre Training Solutions

Tailored training and development programs that elevate contact centre performance and customer care.

Digital Transformation

Sales Training Excellence

  • Point icon Consultative selling techniques
  • Point iconValue-based conversations
  • Point iconStrategic relationship building
Sales Training Excellence

Leadership Development

  • Point iconCoaching excellence
  • Point iconTeam performance optimisation
  • Point iconStrategic planning
Leadership Development

Customer Service

  • Point iconIncreased problem solving
  • Point iconInter-team cooperation
  • Point iconCustomer-focused organisation
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Success Stories in Contact Centres

Real results from contact centre organisations that transformed their operations with Integrity Solutions.

Price Chopper

79% Decrease Turnover

Price Chopper chose Integrity Service® as a way to elevate customer service to a higher level. While each location measures results and accomplishments in its own way, below are the results from one store, which went from being the store with the highest turnover in its division to the lowest: 79 % decrease in turnover. 21.96 % increase in overall customer service effectiveness. Increase in all ten customer service skills referenced by course graduates.

  • Decrease Turnover
  • Increase Customer Service Effectiveness
  • Increase Customer Satisfaction

First Dakota National Bank

Increase in all categories

First Dakota has met and achieved their goals in every aspect of their banking growth since implementation of the training. The proof is in the success metrics. Every metric — assets, loan volume, deposit volume, households and services per household — are up. Within two years of launching Assets (MM) Loan Volume (MM) Deposit Volume Households Services Per HH 22% 26% 22% 7% 11%

  • 22% Increase in Assets
  • 26% Increase in Loan Volume
  • 22% Increase in Deposit Volume

Southern Company

#1 Customer Satisfaction in Industry

Southern Company continues annually to win multiple industry, customer satisfaction and customer experience awards and accolades (including most trusted business partner and utility awards) as well as top workplace awards. TQS Research, a national benchmark survey of the largest utilities in the United States, rated Southern Company #1 in addition to a string of honors Southern Company has earned for its customer service.

  • Creates “customers for life”.
  • Increase overall customer satisfaction and loyalty.
  • Increase communication, productivity, and customer focus.

Our Contact Centre Approach

Transforming contact centre delivery through proven methodologies and people-centered solutions.

01

Assessment & Discovery

Evaluation of your contact centre organisation's unique challenges and opportunities.

02

Customised Strategy

Tailored solutions designed to meet your specific goals and organisational culture.

03

Implementation & Training

Expert-led implementation with comprehensive training and support systems.

04

Measurement & Optimisation

Continuous monitoring and refinement to ensure sustainable results.

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Why Choose Our Approach?

  • Evidence-based methodologies
  • Proven track record of success
  • Customised to your needs
  • Sustainable, long-term results
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Key Topics in Contact Centre Training Programs

Strategic Partnership

Leading High-Performing Contact Centre Teams

Develop frontline and mid-level leaders with the skills to motivate, coach, and lead diverse teams in high-pressure environments. Focus areas include emotional intelligence, situational leadership, and team engagement.

Trust Building

Customer-Centric Service Excellence

Train agents to go beyond scripts by developing empathy, active listening, and rapport-building skills. Emphasise creating meaningful customer experiences that build loyalty and long-term satisfaction.

Customer Discovery

Consultative and Needs-Based Selling

Equip sales teams with a values-driven sales process that prioritises understanding customer needs, uncovering value, and offering relevant solutions — ideal for inbound and outbound contact centre roles.

Time Optimization

Coaching Conversations for Leaders

Empower leaders to have effective coaching conversations that drive accountability, reinforce skills, and develop confidence within their teams — a key factor in reducing turnover and improving engagement.

Virtual Sales Excellence

Handling Objections and Difficult Interactions

Provide agents and leaders with strategies to stay calm, confident, and solution-focused in the face of complaints, objections, or emotional customers. This includes resilience training and practical de-escalation techniques.

Diverse Audience Strategy

Sales and Service Alignment

Bridge the gap between service and sales by training agents to recognise opportunities, ask insightful questions, and introduce solutions in a natural, helpful way — without being pushy or transactional.

Value Innovation

Measuring What Matters: KPIs and Accountability

Help leaders and agents understand the "why" behind key performance metrics. Training includes how to interpret KPIs, align behaviours to outcomes, and use performance data to coach and improve results.

Ethics & Integrity

Building a Culture of Continuous Improvement

Instil a growth mindset across teams by encouraging feedback, learning from performance trends, and celebrating progress. Equip leaders with tools to foster a culture where development is ongoing, training is reinforced, and improvement is recognised as a shared responsibility.

Integrity Coaching®

Integrity Coaching® is a proven leadership coaching course used to increase productivity, build employee satisfaction and create a customer focused culture. When coaching is a vital part of your culture, it strengthens trust across the organisation and leads to measurable improvements in employee engagement, retention and productivity.

SKILLSET

SKILLSET

Enhance skills by deeply understanding employees, fostering trusted relationships, and positively influencing their workplace decisions.

MINDSET

MINDSET

Boost achievement and confidence by reinforcing positive attitudes, beliefs and values essential for high achievement.

PROCESS

PROCESS

A value-driven coaching process that builds trust, identifies employee needs, ensuring a shift to solution focus and attracting and retaining loyal employees.

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Transform Your Contact Centre

Schedule a personalised consultation to discuss how we can help elevate your team's performance and improve customer outcomes.

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Customised training solutions
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Proven methodology
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ROI-focused approach

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Voices of Success

Hear from Call Centre professionals who have transformed their approach with Integrity Solutions Australasia.

Barbara Rhodes
Integrity Solutions has been our valued business partner since 2009. Our frontline teams commenced Integrity Selling and Service programs in 2009, and today new team members participate in Integrity Communication. 250 leaders have completed the Integrity Coaching program, which suits all leaders and supports our robust coaching culture. Integrity Solutions provides ethical sales and service methodologies, promoting trusting relationships and values-based experiences. Integrity Solutions programs are highly practical and interactive, supported by professional resources. Our Integrity Solutions Account Manager, Megan, makes professional development for our people easy to achieve.
Barbara RhodesOrganisational Leadership Coach
Integrity solutions center australia
We look to Integrity Solutions to be a catalyst in assisting us to deliver on our promises of internal and external excellence in culture, service execution, results orientation and human development. For more than five years, as a trusted partner, Integrity Solutions has delivered on being such a catalyst.
Chris O'MalleySVP Branch and Support Operation
Shelly Eilers
Integrity’s Training is hands-down the most comprehensive and relevant sales and service training I’ve had the privilege to utilise. It’s easy to implement and literally has the ability to change people’s lives. Love it!
Shelly EilersVice President eBanking & Cash Management
Read Our Success Stories

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Ready to elevate your contact centres performance?

Reach out to us for a personalised discussion about your team's needs.

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Available Monday to Friday, 9am-5pm EST
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24/7 response within one business day

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