Contact Centre
Transforming Contact Centres Through People-Focused Training
Empowering contact centre professionals with innovative solutions that drive customer outcomes and business growth.
Transformational Results
Delivering measurable impact across contact centres.
Transcend & Transform
- 48.2%Year-over-year sales growth
- +20%Employee retention
Customer Satisfaction scores improved from 12th to 93rd percentile
Retention & Cross-selling
- 11%Increase in services per household
- 196%Cross-selling increased
- Increased products per customer from 1.3 to 3 within 2 years
Overall Productivity
- 23%Revenue increase within 6 months
New hires productive in 6 weeks vs 6 months average - 25%Increased overall business
Deepening Relationships
- 140%Reported revenue growth in 1 year
- 53%Increase in customer commitments
- Increased NPS from low 60'S to high 80’s in less than 1 year
Clients We Work With
Trusted by leading organisations across the globe.
Rise up, collaborate.
Comprehensive Contact Centre Training Solutions
Tailored training and development programs that elevate contact centre performance and customer care.
Sales Training Excellence
Consultative selling techniques - Value-based conversations
- Strategic relationship building
Leadership Development
- Coaching excellence
- Team performance optimisation
- Strategic planning
Customer Service
- Increased problem solving
- Inter-team cooperation
- Customer-focused organisation
Rise up, succeed.
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.
Assessment & Discovery
Evaluation of your contact centre organisation's unique challenges and opportunities.
Customised Strategy
Tailored solutions designed to meet your specific goals and organisational culture.
Implementation & Training
Expert-led implementation with comprehensive training and support systems.
Measurement & Optimisation
Continuous monitoring and refinement to ensure sustainable results.
Rise up, collaborate.
Why Choose Our Approach?
- Evidence-based methodologies
- Proven track record of success
- Customised to your needs
- Sustainable, long-term results
Partnership with Contact Centre Network New Zealand
We are proud to announce our partnership with CCNNZ to empower and transform contact centres across New Zealand and Australia.
Sales Training
- Build trust through customer-centric, values-based selling.
- Increase conversions with consistent, confident conversations.
- Shift from transactional to value-driven sales approaches.
- Align sales and service behaviours for better results.
Leadership Coaching
- Equip leaders to coach, inspire, and drive performance.
- Boost retention by developing confident frontline managers.
- Improve accountability and engagement across teams.
- Create a coaching culture that lifts morale and results.
Customer Service
- Deliver standout service with empathy and active listening.
- Improve complaint handling and first-contact resolution.
- Build consistency in service standards and behaviours.
- Strengthen customer loyalty through purpose-driven care.
Key Topics in Contact Centre Training Programs
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.
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.
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.
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.
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.
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.
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.
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
Enhance skills by deeply understanding employees, fostering trusted relationships, and positively influencing their workplace decisions.
MINDSET
Boost achievement and confidence by reinforcing positive attitudes, beliefs and values essential for high achievement.
PROCESS
A value-driven coaching process that builds trust, identifies employee needs, ensuring a shift to solution focus and attracting and retaining loyal employees.
Rise up, discover.
Transform Your Contact Centre
Schedule a personalised consultation to discuss how we can help elevate your team's performance and improve customer outcomes.
We'll get back to you within 24 hours
Rise up, celebrate.
Voices of Success
Hear from Call Centre professionals who have transformed their approach with Integrity Solutions Australasia.
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.
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.
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!
Rise up, connect.
Ready to elevate your contact centres performance?
Reach out to us for a personalised discussion about your team's needs.
Phone Support
Available Monday to Friday, 9am-5pm EST
Email Support
24/7 response within one business dayYour information is protected by our privacy policy