Welcome To The TeleServices Company


Other Workshops
	Call Center Benchmarking and Measurements: Description: This 4-hour course is designed to improve your call center’s performance. It will also improve your ability to benchmark your results with other call centers. In addition, this course will allow you to recognize when you have made accurate and valid measurements and assumptions. Measurement areas include not only traditional voice measurements, but measurements from alternate media including web forms, email, fax and mail when appropriate for that measurement area. Contents:
		Abandon rate
		Availability and agent utilization
		Average speed of answer (ASA)
		Cost determination
		Customer satisfaction
		One call resolution rate
		Handle time
		Quality Monitoring
		Schedule adherence
		Span of Control
		Turnover rate
		Contact volume
		Included: What other companies are doing, sample calculations, performance objectives benchmarks.
	Call Center Quality Monitoring: Description: This 3-hour seminar goes beyond the “how” and “who” of agent Quality Monitoring. This seminar helps you to:
		Evaluate the critical aspects of monitoring contacts so that you can:
		Design and implement a new quality monitoring program, or
		Make significant improvements in your current quality processes
	Highlights of the seminar include:
		Perception and legality
		QM lifecycle
		Monitoring (who, how often, when)
		Feedback (who, when, how)
		Training and coaching
		Survey criteria
		Scorecard content
		Implementation
	How to Handle Upsets and Objections: “Skills to Overcome Early Stage Resistance”: Learn three simple, effective ways to train your agents! The key to selling is finding the customer’s needs upfront. Agents must learn the objections before they ask for the order. Don’t have your agents “pitch and run”. This workshop will include:
		Learning to “Handle” instead Of “Overcome” early stage resistance
		Knowing how to identify the emotional need of the buyer
		Picking the right technique to overcome the four major objections
		Three simple ways to handle – “No money,” “No time,” “No need,” and “Later”
		How to use the trial close after handling an objection
		How your agents keep control of the call
	Monitoring: The Singular Sensational Surveillance Method Monitoring takes time and a great deal of energy. Take this 4 hours session and learn how to monitor with skilful efficiency. Monitoring….It’s All ABOUT YOU and: Skill - Listening with "new ears" - Identifying what works and what does not work Mental Preparation - Never make the agents feel wrong or stupid - Monitoring without personal "stuff" getting in the way What You Need To Do - Find the right person for the job of monitoring - Develop a form that works Elements of Monitoring - Listening for performance and skill levels - Identifying the issues that need correction or instruction - Hearing opportunities to increase the satisfaction of the customer - Finding the words to express the problem - Developing performance skills methods to add to training - Showing agents how to self correct - Creating a patient, tolerant, 'safe" environment
	How to Handle Upsets and Objections: “Skills to Overcome Early Stage Resistance” Learn three simple, effective ways to train your agents! The key to selling is finding the customer’s needs upfront. Agents must learn the objections before they ask for the order. Don’t have your agents “pitch and run”. This course will include: Learning to “Handle” instead Of “Overcome” early stage resistance Knowing how to identify the emotional need of the buyer Picking the right technique to overcome the four major objections: Learn to handle – “No money,” “No time,” “No need,” and “Later” How to use the trial close after handling an objection How your agents keep control of the call
	POST TRAINING SUPPORT: Practical Applications: Our training emphasizes issues and situations that apply to your daily operations, so your staff returns to work with skills they can really use — during the very next call. Hands-On Methods: We firmly believe that hands-on, classroom training equals better results. We don't rely on high-tech, impersonal methods to teach human interaction skills. Instead, we use engaging, face-to-face methods to help guide your staff through the call management process every step of the way. Follow-Up Analysis and Consultation: Post-training includes anything from providing in-depth private lessons for individual staff members to helping supervisors become expert coaches … ensuring that your training investment is supported on an ongoing basis. Click here if you want to book a course