Contact Center Training

A Concise, Information-Rich 12-Module Training Program

As business owners/managers, we’ve never faced more dramatic changes in the economy or in the technology and the services we provide for our customers.  Competition has become much more aggressive, new entries into the marketplace have never been so prolific, and the need for a solid, concise contact center training program that facilitates effective communications skills has never been more imperative.  While social media has assisted with our engagement towards prospects, customers and suppliers alike, it seems “one-on-one” communications has become forgotten.

Think about this…

Have you ever been the recipient of poor telephone (or face-to-face verbal) service?

Unless you’ve just recently inhabited earth, it’s highly likely that you have

Are your employees or coworkers conveying that same level of poor communications to your customers, prospects or suppliers?  (Scary thought, eh?)

And if they are, how would you know?   ….and could you entirely blame them?

Has your staff been trained to properly navigate a sales or service call/enquiry?

As customer requirements change – and as the products and services that organizations offer their customers evolve – the people who deal with our customers over the telephone need the skills to discover customer needs and objectives, and the ability to describe the changing products and services that the organization offers in a way that relates to our customers’ needs.

That is called “selling”, and many people who deal with customers over the telephone and have never considered themselves to be “salespeople” – customer service representatives, order desk persons and fact-checkers ALL need these skills.

Using The TeleProfessional Sales & Service Skills Contact Center Training Program is Simple!

Contact Center TrainingThe contact center training program consists of 12 modules – each deals with specific aspects of the selling process. Each module includes an “audio component” that provides instruction and examples – and a print “Tool Kit Guide” that is designed to work with the audio instruction. Also included are special “Making It Happen” sections with exercises that allow participants to apply the skills in their own working environment.

You may choose to work through the Tool Kit beginning with Module One, or you may choose to pick specific modules that deal with matters of particular concern. Either way – you will get the most benefit from this Tool Kit learning experience if you:

  • Put aside enough time to work through complete modules at one sitting (there are estimated times required shown in the Tool Kit Guide at the beginning of each module); and
  • Always complete the “Making It Happen” exercises –use blank audio tapes to record the work you will do in the exercises; and
  • Always review the results of your exercises with your Manager or Tool Kit partner.

The Tool Kit has been designed to work with coaching provided by a manager or a co-worker in a peer-coaching environment.

Which approach you choose will depend on your organization and your working situation.

In all cases, you will get the most benefit from the Tool Kit if your “coach” – be it a manager or a peer – is the same person and is involved consistently throughout your progress.

NOBODY WANTS TO READ 200 PAGES ON HOW TO NAVIGATE A CALL!

You don’t need to!  We’ve managed to summarize over 10,000 pages of material to a concise, information-rich 12 Module Training Program entitled:

The TeleProfessional Sales & Service Skills Contact Center Training Program

…a program which will help you to develop AND maintain proactive communications skills and to feel totally comfortable in your role as a “Teleprofessional” representative, whether it be in a sales and/or service role.

Who should participate in The TeleProfessional Sales & Service Skills Contact Center Training Program?

  • Do you have a telephone on your desk or strapped to your hip?
  • Do you talk to any of your clients, prospects or suppliers?

The TeleProfessional Sales & Service Skills Contact Center Training Program has been designed primarily for use by anyone who routinely deals with customers over the telephone, however, these same communications skills are every-bit as important and effective in personal, one-on-one communications.  This includes those who make “outbound” calls, in addition to those who respond to “inbound calls”.

For people unaccustomed to these activities, The TeleProfessional Sales & Service Skills Contact Center Training Program provides a useful, focused, step-by—step approach to developing and maintaining the basic skills and techniques that help to build  positive and successful relationships with customers, prospects and suppliers.

For more experienced communicators, The TeleProfessional Sales & Service Skills Contact Center Training Program provides a useful review that can be used “presciptively” to strengthen or refresh their established skills.