Successful sale to customer
objective
Gain the Knowledge to Design and Implement Successfully a customer service campaign with significant increases.
Profits
Know the fundamental principles that increase productivity in service operations.
Possess the information to implement improvements in service operations.
16 HOURS OF TRAINING
Content
Global trends in Telefónica Customer Service channels
Standardization of processes
Consolidate operations
Service Channel Management Model
Planning in the assembly of Customer Service campaigns in 8 stages
Know the driving forces of your contact center
Determine the traffic behavior and forecast the number of events.
Determine Campaign Goals including TSF
Determine the number of agents needed
Define the reduction factors, staff schedules and
shift mesh
Training and coaching
Analysis on the results
Actions according to the results
8 Skills to develop in a Customer Service Representative:
Answer within the established time (ASA TSF)
Use professional protocols
Listen carefully to what the client says
Properly record the information
Respond according to the ones established in the FAQ
Stay calm at all times
Comply with what you promise
Achieve personal management goals
DOWNLOAD THE BROCHURE
Take with you all the information from the Seminar How to manage service channels
Synchronous Virtual Training
Methodology
At TELEACCION we have adapted our training processes to the online training methodology, seeking to guarantee the high standard of pedagogical and technical training programs.
For this:
We reduced the duration of training sessions.
We guarantee interactivity with the participants and pedagogical tools.
We integrate virtual conference platforms, which allow to improve the relationship with the participants, use of whiteboards, separation of groups that also generate control metrics.
Strengths
