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Categories: Call Center Sales Training Tags: Center, Making, Money, OutStanding, Poker, start, Today, Training
New eLearning Course Provides Call Center Sales Training
New eLearning Course Provides Call Center Sales Training
Charlotte, NC (PRWEB) August 1, 2006
Omega Performance announced today the availability of a call center sales training program, “Turning Service Into Sales Online.” The interactive eLearning course gives call center agents and their managers the skills and tools they need to expand customer conversations beyond the point of a customer’s initial service request. As a result, employees deliver increased wallet share, deepen customer relationships, and improve customer loyalty.
The eLearning course was developed by Omega Performance’s call center and technology-based learning experts to meet two growing demands of the call center industry: (1) delivery of a dynamic experience that exceeds customers’ expectations and satisfies their needs and (2) flexible, cost-effective training to develop agents’ sales and service skills in delivering that high-caliber experience.
“Results-driven companies recognize the potential of each customer contact,” said Anne Ivey, Omega Performance senior vice president and contact center director. “They need to deliver unparalleled customer service while exploring sales and referral opportunities. This program can help a call center shift more quickly from being a cost center to a profit center.”
Caroline Gray, Omega Performance director of technology-based learning adds: “With Turning Service Into Sales Online, companies can train one employee at a time or the entire call center. Just four hours long, the program is accessible 24-7. This enables employees to maximize downtime by training during periods of low call volume. Recognizing that trainees may be interrupted by customer calls, the program bookmarks progress in the course and returns them to their point of departure upon return.”
To improve employees’ sales and service skills and increase retention, 75% of the eLearning course is interactive. An avatar—animated narrator and online coach—guides trainees through the program’s six modules and provides immediate audio feedback to their course responses.
The call center sales training course features additional skill-building components including a record and playback capability and multiple customer simulations for applying skills in actual on-the-job situations. A cumulative exam offers the opportunity for both the company and the trainee to confirm mastery of the course material.
Turning Service Into Sales Online can be implemented as stand-alone training or as part of a more comprehensive blended solution with other Omega Performance call center sales training, consulting and coaching programs. To learn more about Turning Service Into Sales Online and take a complimentary demonstration, visit http://www.turningserviceintosales.com.
About Omega Performance
Since 1976, Omega Performance has enabled more than 2,500 firms worldwide to drive and sustain improved business results. Omega empowers results-driven leaders with assessment, consulting, training, and coaching programs that are practical, effective, and proven. The company’s call center sales training solutions enable employees to strengthen customer relationships and loyalty, increase market share and share of wallet, and generate greater sales and service results. Omega Performance is headquartered in Charlotte, N.C., with major offices in Auckland, London, Melbourne, Sydney, Singapore, and Toronto.
Contact:
Laura Walker
Omega Performance
(704) 672-6060
http://www.omega-performance.com
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Categories: Call Center Sales Training Tags: Call, Center, Course, eLearning, Provides, Sales, Training
Employee Training: Key To Bpo Efficiency
Employee Training: Key To Bpo Efficiency Training forms an important aspect of a BPO firm since it is responsible for maintaining the standard of services that it offers. Training in different departments of the call center companies bears the same importance. The employees undergo training sessions in different segments of the BPO industry, such as [...]
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Alternative Call Center Arrangements
Alternative Call Center Arrangements Most call centers are based in a centralized location, with many call center agents working side-by-side in cubicles answering telephones or making outbound calls. However, with the advancement of technology, alternative call center arrangements have emerged. Now call centers can make use of remote agents, temporary agents, virtual call centers and [...]
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Alternative Call Center Arrangements
Alternative Call Center Arrangements Most call centers are based in a centralized location, with many call center agents working side-by-side in cubicles answering telephones or making outbound calls. However, with the advancement of technology, alternative call center arrangements have emerged. Now call centers can make use of remote agents, temporary agents, virtual call centers and [...]
Categories: Call Center Sales Training, Call Center Service, Call Center Services, Uncategorized Tags: Alternative, Call, Center
Selling to CEOs Sales Training Tip 25 – Relationship Plans
Selling to CEOs Sales Training Tip 25 – Relationship Plans
What is an account plan and why is it necessary? An account plan is a compilation of relationship plans for the key executives of that account. See, an account is a group of individual senior executives and influential people that work for that company or institution. Simplistically an account is the people. This means the account plan is made up of relationship plans for the profit-center leader and his or her staff of how you and each of them will continues working together for the benefit of each other.
It’s necessary because with out these individual relationship plans you may get someplace, but it may not be where you’d like to be. Therefore, plan where you’d like to be and you’re more likely to get there than by leaving it to chance. Plan with the other person and your odds increase tremendously.
These plans will eventually lead to a series of actions and dates that will be your roadmap for managing this account. More accurately, it will be your roadmap of managing the individuals that are the account. However, this is not a one time event. People move, conditions change, problems occur. That’s why regular interactions to review and update plans are critical – 3 months, 6 months, …, you and your executive should decide and commit.
Create your relationship plan – on paper – together. Outline where you’ve been and where you both hope to be. Discuss each others’ expectations? You want more information, more referrals and more business. Who knows what your executive wants, unless you ask. Determine the actions and resources required for your expectations to happen and to make your two companies stick together. Decide who’s going to do what and by what dates. Keep it simple yet formal. Again, this is not something you do by yourself or with your internal team. The clients’ executives must put this together with you.
Make the interactions fun. Bring in new people and use different venues. This is the time for entertainment and dinners. Keep it alive, yet professional. Review progress on the actions. Revamp them if necessary. Create new actions. Conjure up programs and initiatives. Review programs that are not yielding returns and terminate them.
These plans may sound tedious, but these are actions you casually do already. Besides, it will give you a reason to get together and make those discussions meaningful to both of you. What’s different than your casual get-togethers is the number of executives that need to be covered, and their active participation in building the expectations and actions. So that you are not overwhelmed, assign members of your company individual executives as their responsibility.
Here’s why this is important. If you heard from your main contact that the company was switching to your competitor, what would you do? You’d probably do everything possible to get to higher level executives to see what actions you could take to prevent your loss of his or her business. Right? So instead of waiting for this catastrophe, be proactive and prevent it from happening. Remember, your competitors are constantly knocking and it’s easier to come from behind than stay on top.
So start building you individual relationship plans. Keep it simple. Make it fun. Do it with lots of their executives, and update it regularly. Otherwise your relationships will weaken and eventually disintegrate.
Common Situation
Action Ideas without Documentation
Good ideas are discussed casually when you meet. No effort is made to build a written plan together to cement these ideas and expectations. Everyone gets busy, and before long, nothing is done. Sellers hasn’t heard anything and assumes it’s not a big deal.
Resulting Problem
Lost of Credibility and Lost of Potential Business
Unfortunately, the key executives’ remember. Your assumptions of the relationship may be different than his/hers. As job conditions change, you’re left out and your familiarity usually dwindles. You lose association with the new environment. You assume you’restill in sync, where in reality you’re out of the loop.
Check Yourself
Score: 4=Always; 3=Most Times; 2=Usually; 1=Sometimes; 0=Never.
1. Do you build action plans to stay professionally connected with senior people in your accounts? ____
2. Do you follow-up your discussions and agreements with something in writing? ____
3. Do you ask your best customers what will make their professional lives better as it relates to your industry? ____
4. Do you state your expectation of more business from him/her? ____
Scoring: Add: 1 + 2 + 3 + 4 = ??
10 or more is good; Less than 10 suggests you build plans with your clients’ executives
And now I invite you to learn more.
Bonus Tip: FREE E-book “Getting Past Gatekeepers and Handling Blockers” at http://sammanfer.com/manual/indvebook.htm
Sam Manfer is the leading expert one selling to C-Levels and powerful people. Sam is a sales strategist, entertaining key note speaker and author of TAKE ME TO YOUR LEADER$ , The Complete Guide to C-Level Selling – getting to and influencing top level decision-makers. Sam makes it easy for any sales person to generate quality leads, and become a 70% closer. Grab your FREE E-Books, Articles and other Advanced Sales Training Tips at http://www.sammanfer.com
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Categories: Call Center Sales Training Tags: CEOs, Plans, relationship, Sales, Selling, Training
What You Will Get Out Of A Sales Management Training Course
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Preparing Call Center Representative for Selling Success
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Sales Tips
Sales Tips I am Jackie Daniel Cooper, “Danny Boy”, to my Father and Loved ones. My vocation has been the retail auto company because Dad gave me the chance to shine footwear at the dealership he operated, Easterby Dodge in 1963, Greenville, SC. Originally my business program at 6 years of age was to shine [...]
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“Selling Skills ? Make Closing a Sale Automatic.?
“Selling Skills ? Make Closing a Sale Automatic.? “Selling Skills … Make Closing a Sale Automatic.” Free Online Articles Directory Why Submit Articles? Top Authors Top Articles FAQ AB Answers Publish Article 0 && $ .browser.msie ) { var ie_version = parseInt($ .browser.version); if(ie_version Hello Guest Login Login via Register Hello My Home Sign Out [...]
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