Welcome to Call Center Training Solutions
As you know, turning your agents into high-performing sales people or service specialists is not easy. Sales agents may not want to change the way they sell, even with a commission plan in place. We are still surprised at how many service agents forget that customers on the line are not a hindrance to the job. They are the job.
Enter the new economy and its financial challenges. Nobody wants to spend money on training. These types of business environments reveal the weak selling skills of many agents, where sales are not easy to come by. Another revelation is the lack of floor-coaching and accountability in many centers. Today, it takes great skills - like the ones we provide here at Call Center Training Solutions and daily coaching and reinforcement from the Supervisor level.
Since it does take a complete center effort, we provide training and consulting for all levels. In Call Center Floor Management, your managers and supervisors will learn how to build and implement center-wide coaching strategies. They will finally get out on the floor and coach agents’ sales skills the right way (not problem-solving, but true proactive floor-coaching).
Telephone Sales Mastery, our marquee sales training course, offers agents a much better way to sell through every step of the process, from better greetings and reducing early call tension to Questions that identify needs (in as little as twenty seconds), better Benefits and Closing skills, money-making ways to handle customer objections and everything in between. The skills are easy to build into your Quality Assurance team’s observation checklist, bringing all your support people into the improvement process.
Superior Service offers Care Reps the ability to create truly memorable customer experiences that will finally make the impact your center has been trying to achieve.
There are two main ways to take advantage of our programs. If your center has at least 50 agents, you can invest in our training Licenses and own our programs, eliminating the typical heavy expense of paying an outside training vendor forever and ever. You can read more about this on our Licensing page. Otherwise, we can come out and deliver the training, taking in about 10-12 agents per workshop. We have a great staff who really know your agents’ world.
So that’s what we do. You can learn a lot more by glancing through the Courses pages. Thanks for stopping by. Please don’t hesitate to call me directly with questions, or to set up a meeting. We can see very quickly whether our programs are a match for your needs. If not, we can recommend other solutions.
Good luck with your center’s performance throughout the remainder of this year.
Call Center Training Solutions