Training materials for Customer Service Advisors (in-person)

I want to conduct a 4-hour training session for the call centre advisors of an Insurance company. The call centre advisors are Full-Time Employees of two profiles: (i) those who take calls and (ii) those who engage customers via E-mail / Chat. They need to be able to increase their focus on (i) empathy and (ii) ownership.
I need the following (i) Training Manual (ii) Instructor Guide, (iii) Ice breakers, (iv) PowerPoint Slides and (iv) Participant Handout. Please see the details in the attached pdf file for more information.