Building Better Call Center Teams, One Training at a Time

Welcome!

I’m Charlyce West, a passionate Training & Development Consultant with over a decade of experience helping organizations turn their onboarding and training programs into powerful tools for performance, retention, and culture. I specialize in helping call centers and customer support teams create training experiences that actually work — the kind that build confidence, reduce early attrition, and prepare agents to deliver consistently excellent service from day one.

My Mission

To help organizations design, deliver, and scale training that sticks — rooted in adult learning principles, trainer empowerment, and real-world impact.

What I Do

Whether you’re launching a new onboarding program, struggling with high turnover, or want to develop your internal trainers — I’m here to guide you every step of the way.

I offer:
Training program audits to identify gaps and quick wins

Customized onboarding roadmaps for confident, consistent new hires

Train-the-Trainer programs to build high-performing facilitators

Call simulation scripting, QA coaching, and post-training support

Each service is tailored to your team’s needs, workflow, and goals — with clear deliverables and ongoing support.

Who I Work With

I serve call centers, help desks, nonprofits, and support teams that are:
✔ Growing fast and need scalable training
✔ Struggling to retain or ramp up new hires
✔ Lacking formal onboarding or trainer development
✔ Ready to improve performance, morale, and customer experience

My Approach

I believe in building people-first training programs that connect the dots between process, performance, and potential.
My work blends structure with empathy, combining:

✅ Adult learning theory
✅ Real-world coaching
✅ Strategic planning
✅ Engaging delivery

You won’t get cookie-cutter content — you’ll get systems that fit your culture and help your team grow.

Let’s Connect -  Want to talk about how we can improve your training?

I’d love to hear what’s working — and what’s not.

👉 Book a Free Discovery Call - 800-706-6810


📥 Or get started with my free Call Center Assessment [CLICK HERE TO START - NO OBLIGATION]

Let’s build a training experience your agents want to stay for.  

Empowering Call Centers to Train Smarter, Serve Better, and Lead Stronger