Call Center Training

Call center and contact center training for Managers:

 Telemerk Group’s call center and contact center training is currently the most professional, unique and comprehensive seminar available. Our aim is that all the participants acquire the knowledge and competences necessary to operate a call center and contact center through a program which has been especially designed for the managers, that is, for the decision makers. If you are looking to obtain the right skills and best practices on call center and contact center operation and, you wish to apply this knowledge on all of your projects, our years of experience lets us assure you that there is no other training like this on the market. We share our expertise with each participant and help them get the most out of our call center and contact center training.

Our seminar has been created for all the areas involved in a call center and contact center operation, such as: technology, operations, management, call center quality control, human resources, accounting, sales, etc.

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Call center and contact center training for Supervisors:

80% of the productivity, quality and customer satisfaction results are derived from the skills and the knowledge of the call center or contact centers supervisors. Often we see that the definition of a call center or contact center supervisor is not all that clear, so with that on mind we decided to create a seminar that would show with hands on information what being a supervisor really means, including responsabilities, processes and work profile.

The call center and contact center supervisors will learn tried techniques based on years of experience in order to improve the efficiency and profitability of their call center, minimize their turn over rate and keep the staffs motivation at its highest.

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Call center and contact center training for Call Center Agents and Call Center Sales Representatives:

Telemerk Group’s training for telephonic sales representatives is designed for those call centers and contact centers whose goal is to professionalize their telephonic agent’s service in order to achieve an excellent customer service.

This type of training cannot be compared to the sales and customer service seminars available on the market. If your call center or contact center needs telephonic sales representatives that can become experts in having a positive impact on its customers, then we can assure that you this is the right seminar for you.

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Call center and contact center training for Call Monitoring and Quality Control:

In the last decade the call centers and contact centers claimed they had the most advanced technology to monitor their calls and, at some point, to record them. All of this to assure the “quality” of their calls.

Over the past years, the call center and contact centers have invested innumerable resources in paradigms and conventional techniques – in part because the seminars available on the market lack the operating expertise that is needed in order for the call centers and contact centers to properly operate. This is just one of the reasons that the meetings to “unify criteria” exist and will keep on existing in the near future. The goal of this call center and contact center seminar is to share with its participants a new filosophy for call monitoring and quality control. This new filosophy is backed by Grupo Telemerk’s experience and is based on the idea that the people responsable for monitoring the calls must keep in mind the customers point of view instead of a “quality control form”.

The call centers and contact center’s sales representatives will discover that the creativity used in a telephone conversation is more powerful than the “3 greeting rule” that has worked so well in the past, but that is not enough for today’s call center and contact center industry.

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