Perfect for 911 Operators, Emergency Departments, etc.
Downloadable Certificate
30-Days Access (Study-At-Your-Own -Pace)
Call Center De-escalation Training Online
$99.95
Description
Call Center Training
De-Escalation Training for High-Stress Call Centers
Practical, experience-based training designed to help call takers recognize escalation early, communicate effectively, maintain professionalism under stress, build rapport, and manage difficult telephonic interactions with skill and precision.
100% Online CertificationApproximately 3 HoursEnterprise SCORM Licensing Available
Built for High-Pressure Conversations
Practical skills for professionals handling intense callers.
Every call center dealing with high-stress, high-tension callers benefits from professional, empathetic, and effective call takers. This course adapts CCG’s industry-leading Crisis Prevention and Intervention Training specifically for professionals working in some of the most intense and stressful call-center environments.
Unlike conflict-resolution training built primarily around complicated theory, this program combines frontline experience and subject-matter expertise with down-to-earth concepts and techniques designed to be easy to understand and use.
CCG’s Call Center De-escalation Training Course is available online for individuals and groups seeking certification.
Developed from Frontline Experience
Real-world perspective matters.
The course was custom designed by CCG CEO Brendan King together with Michelle Buell, a 20+ year Emergency Services Dispatcher and Supervisor with Cal-Fire / Riverside County Fire Department.
- CCG crisis-prevention and intervention curriculum
- Emergency-services dispatch experience
- Supervisor-level operational perspective
- Practical call-center application
Course Format
Designed Around the Demands of a Busy Workday
Interactive Online Delivery
A highly engaging multimedia course delivered through an online Learning Management System (LMS).
Approximately 3 Hours
Short 3–5 minute modules allow learners to stop, pause, and resume as needed during a busy workday.
SCORM Available
Enterprise package licensing is available for organizations seeking deployment through their own LMS.
Topics Covered
Call Center De-Escalation Skills Your Team Can Apply
Understanding and recognizing crisis early
Learning what words and phrases to avoid
Maintaining professionalism under stress
Building and maintaining rapport
Recognizing when violence is likely to occur
Understanding the importance of cadence, tone, and volume
Competency & Certification
More Than Just Watching Videos
Learners move through structured checks designed to reinforce comprehension and document successful course completion.
1
Pre-Course Assessment
Establish a starting point before instruction begins.
2
Internal Quizzes
Reinforce key concepts throughout the course.
3
Final Test
Confirm understanding of core course material.
4
Certificate
Downloadable certificate of completion.
Individual, Group & Enterprise
Training One Employee — or an Entire Contact Center
Individual Certification
Individuals can complete the online course through CCG’s Learning Management System.
Group Training
Organizations can use the program for multiple employees seeking consistent call-center de-escalation training.
Enterprise SCORM Licensing
SCORM licensing is available for enterprise deployment through an organization’s own LMS.