Free guide: boost debit order uptake. Join our newsletter.
Behavioural science training for call centre leaders and agents. Priced per module. Built to stay.
Behavioural science training for call centre leaders and agents. Priced per module. Built to stay.
Median call centre attrition runs at 30–45% a year (CEM Africa, 2026). Every agent who leaves takes your training budget with them.
Your team leaders were promoted because they were great on the phones. Nobody taught them how to lead.
Targets slip, and you can't tell if it's the script, the skills or the morale.
Customers say "I'll think about it" or "I can't afford it", and the call ends there.
AI is changing the contact centre, and nobody can tell you which jobs it will change first.
You've paid for training before. It felt great on the day and faded by Friday.
None of this is a people problem. It's a behaviour problem, and behaviour can be designed.
Behavioural economics is the study of human behaviour. What really moves people.
Most training tells agents what to do. We build what really moves people into how your teams communicate, respond and convert. That's what makes t
With the aim of boosting uptake rates of learning courses, sign up emails were analysed and redesigned, leading to increased sign ups by 30%, increased open rates by 7% and improved interaction with the call-to-action by 21%.
The team designed behaviourally-informed contact centre cue cards. Pilot results found a 15.4%-point decrease in the average proportion of money disinvested equivalent to a R25,177,138 increase in policy value conserved and a 7.9% increase in NPS
The team piloted 3 variations of a message delivered by contact centre agents (with a customer sample of 60,000). The best performing script increased missed monthly payments by 33%-points.
Worked with call centre teams to create social cohesion by introducing social contracts, team identities, responsibility opportunities and unique incentives. After 4 weeks, productivity increased by 10%.
Structuring the call centre teams in a large insurer to boost productivity showed significant results. Matched groups handled 1.9% more cases, conserved 7.72% more premiums, and contacted 5.84% more customers compared to randomly assigned groups.
Choose by area (sales, collections or customer service) and see the price upfront.
Book one module, or a bundle for a full training day.
On-site in Johannesburg or Pretoria, with travel and materials included.
Plans, guides, templates and refresher videos stay with your business, even when agents move on.
From module A3: The Negotiation & Boosting Commitment.
From module A1: The Set-Up.
For operations managers, heads of department and executives. All prices excl. VAT.
Covers up to 10 delegates (R480 each when 10 attend). Get your leadership ready for AI in the contact centre. 1.5 hours. You walk away with: a defined set of recommendations to stay competitive.
Covers up to 10 delegates (R640 each when 10 attend). Operational processes that keep performance improving, plus managing conflict and giving feedback. 2 hours. You walk away with: an operational plan, a conflict-handling plan and a feedback strategy.
Covers up to 10 delegates (R640 each when 10 attend). The foundations of leadership in a changing economy and through digital transformation. 2 hours. You walk away with: a team-coach guidebook with an operational schedule, mindset tools, a 'Why' statement and an implementation plan.
Covers up to 10 delegates (R320 each when 10 attend). Where the industry is heading, what will change, and what will stay important. 1 hour. You walk away with: a strategy document with predictions, recommendations, and links to tools and affiliates.
For team leaders and trainers who will run the training themselves, so the skills stay when agents leave.
Covers up to 10 delegates (R1,280 each when 10 attend). The whole call, from the hook to commitment. Science-backed examples and practical strategies to roll out in your own teams. Sales, collections and customer service. 4 hours (1 day or 2 x 2 hours). You walk away with: a training guide, a blank presentation template and practical team activities.
For agents in sales, collections and service. Each module includes a quick guide and a refresher video for new starters. All three for R12,900.
Covers up to 10 delegates (R480 each when 10 attend). Open the call and build instant rapport that leads to better negotiations. Sales, collections and customer service. 1.5 hours. You walk away with: a quick guide summarising the insights, plus a refresher video.
Covers up to 10 delegates (R480 each when 10 attend). Handle objections and ask the questions that move the call forward. Sales and collections. 1.5 hours. You walk away with: a quick guide summarising the insights, plus a refresher video.
Covers up to 10 delegates (R480 each when 10 attend). Negotiate, sell add-ons and secure commitment: DebiCheck, reduction orders, discounts. Sales and collections. 1.5 hours. You walk away with: a quick guide summarising the insights, plus a refresher video.
Book several modules on the same day and save. Travel and materials included in Johannesburg and Pretoria. All prices excl. VAT.
Covers up to 10 delegates (R1,290 each when 10 attend). 4.5 hours. Sales and collections. Save R1,500.
Covers up to 10 delegates (R1,010 each when 10 attend). 3.5 hours. All areas. Save R1,100.
Covers up to 10 delegates (R1,580 each when 10 attend). 5.5 hours. All areas. Save R1,800.
Prices are per session for up to 10 delegates, excl. VAT (15%). Extra delegates: R320 per person per training hour. Travel and materials included in Johannesburg and Pretoria. Optional printed packs: R150 per delegate. No hidden fees.
No hidden costs. The prices on this page are the prices you'll be quoted, in person or in writing.
Preparation, delivery, session materials and the outputs listed for each module (quick guides, refresher videos, templates). Travel within Johannesburg and Pretoria is included. The guides and videos are yours to use inside your company, with no licence fee.
VAT (15%), optional printed packs (R150 per delegate) and travel outside Johannesburg and Pretoria (see below). Custom work outside the menu, such as script rewrites or one-on-one coaching, is not part of any module. If you want it, we'll quote it in writing before anything starts.
Each extra delegate is R320 per training hour. Example: 15 agents on A1 (1.5 hours) = R4,800 + (5 x 1.5 x R320) = R7,200 excl. VAT, or R480 per agent.
Rest of Gauteng: a flat R1,500 per training day. Outside Gauteng: flights and accommodation at cost, with no markup, agreed with you in writing before you book.
Yes. Online sessions are the same price as in-person sessions, with the same outputs. Printed packs can be couriered at cost.
A 50% deposit secures your date. The balance is due within 7 days after the session. You can reschedule free of charge up to 5 working days before. If you cancel later than that, the deposit is not refunded.
Only the bundle savings shown above and our published seasonal offers (Easter, New Year and end of year). Every client pays the same prices, so the quote you get will always match this page.
I'm Kevin Joseph, founder and Chief Behavioural Economist at ThriveBPO. With an MSc in Economics & Psychology (Paris 1 Panthéon-Sorbonne) and 9+ years testing behavioural interventions in real call centres, I help teams have better conversations and better results.
Pick a module from the training menu, or tell us what's keeping you up at night. Send us a message and we'll point you to the right training.