The ZICM is the knowledge portal and information hub in the Customer Services/ Contact Centre industry in Zambia. We provide In house and offsite training programs, Customized Training Sessions, Training Seminars, Coaching and Exchange programs. We disseminate this information vital for our members’ growth through our training programs. Our training staff can study your organisation’s processes first and customise your training to suit the training needs of your staff. Exchange programs with other Local, Regional and International industry players can be facilitated as a practical way to learn and share ideas.


Our trainings are facilitated by some of the Industry best trainers not only in Zambia but regionally and internationally. Our leadership training team have all been in senior leadership positions themselves – and understand the skill required to succeed. They have delivered hundreds of training workshops to thousands of participants internationally. We have some truly outstanding trainers in this area, all of them combining many years of practical experience with a passion and a talent for sharing their knowledge and expertise.

Training Programmes

All our training programmes are all delivered in a lively, relaxed, informal manner – but at the same time are completely focused on driving sales and generating total customer satisfaction. The programmes range from half-day ‘energizers’ to three-day ‘immersion’ courses. They can all be tailored to meet your particular needs and we are more than happy to develop a training program especially for you.

Most training programs have a very short-term effect on performance because new skills and capabilities are not consistently applied and reinforced. Training for customer service people should ideally be accompanied by on-going coaching in order to achieve consistent results. However, while many supervisors are equipped to coach a basic person, they’re missing some skills for coaching and fine-tuning service behaviours in the market. Our courses will provide the needed skills and techniques to help supervisors guide and direct behaviours to maximize success.

Creating a high-performance service centre is not just about teaching staff to be nice to customers. It’s about creating a service culture – an environment in which the tools, technologies, processes, and incentives all support maximum service performance. Service people in today’s world are increasingly becoming both service and sales agents. Our courses will also help your staff make the most of sales opportunities in service environments.

Areas of Training

  • General Customer Service Training
  • Sales Management
  • Service with a sale (SAS)
  • Call Centre Agent grooming.
  • Grooming and Deportment
  • Telephone Etiquettes
  • Outbound Sales and telemarketing
  • Contact Centre Technologies
  • Call Centre Strategies
  • Call Centre Operational Dynamics
  • Key Performance Indicators (Call Centre)
  • Customer Relationship Management (CRM)
  • Customer Experience Management
  • Service Recovery
  • Quality Assurance
  • Team Building Training
  • Motivation Sessions