The widespread need for basic skills training in many communities in South Africa has, since 1994, been an area in need of massive input and transformation. Increasingly, the private sector and government have cooperated to implement training programs that will fill these skills gaps; and with the growing sophistication of the technology available to improve the effectiveness of these programs, there is an increasing sense of the possibilities around them.

Making a sale depends on establishing the needs of a potential client, and building a rapport with them to the extent that they make the "leap of faith" to becoming a buyer. Raelene Rorke shares some of her experiences in taking call centre staff from average to excellent.