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TELEMARKETING SOLUTIONS
Inbound Solutions
Outbound Solutions
Business-to-consumer
Business-to-business
Free Quotes
Customer Acquisition/Telesales
Activation/Retention
Customer Service/Customer Care
Lead Generation
Surveys
Consulting and Management
Custom Direct Marketing Programs
Specialty Services
Interactive Voice Response Services
Internet Services
Automatic Dialing, Broadcast Messaging, Emergency Notification |
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| BizThinker knows that training is the foundation of a successful
campaign, and that training does not take place exclusively in the
classroom. Training is a continuous process that begins with fundamentals
and philosophies and expands with constant feedback and additional
skills training relative to performance. |
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| Thorough product knowledge and the ability to communicate the offer
within the specific program parameters are essential in producing
successful results. To this end, emphasis will be placed on product
knowledge and role-playing. We encourage our clients to be involved
in the training process, as they can be instrumental in sharing background
and real-life experiences. |
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| BizThinker has a separate training department in each call center.
Generally speaking, our training curriculum is divided into two phases,
initial training and specific product training. This training utilizes
a formalized curriculum, customized to meet client specification,
and combines classroom and on-the-job training to provide a comprehensive
understanding of necessary sales and service skills and individual
program parameters. |
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| Initial training serves as an introduction to BizThinker. The training
specifically focuses on the review and understanding of company policies,
procedures and the corporate philosophy behind the importance of always
making a quality presentation. All TSRs and Team Coaches must complete
the following training modules. Excerpts from these training modules
are incorporated into each program training. |
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- Phone Manner and Courtesy
- Customer Service Training Module
- Listening Skills Module
- The Art of Selling Training Module
- TCPA/DMA/FTC Compliance Training
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- Program/Client Overview - Training begins with a complete client and program overview, as well as a review of the program goals and objectives.
- Product Information - Following the overview, the specifics about the product and the program parameters are reviewed in detail in an interactive session.
- Script Review - The goal of this session is to combine the product information with the scripted materials. Each component of the script is reviewed in detail. The TSRs are also instructed on the flow of information and the appropriate use of rebuttals and questions/answers.
- Role Playing - The goal of role-play is to combine product knowledge and program parameters together in a realistic setting. During this session, the trainer(s) will take breaks to review product information and answer questions. The trainer(s) will also role-play with TSRs in front of the group.
- On-Line Script Training - Once the trainer(s) feels comfortable that the TSRs are ready to progress, the TSRs are then trained on the on-line scripting and data entry, to ensure their comfort level with moving about in the script and locating specific information within the scripting flow.
- Testing - At this stage, the TSRs are tested on product knowledge, and program mechanics. This is followed by a question and answer session. The TSRs progress to the phones once the trainer(s) feels comfortable with their level of knowledge and abilities.
- Follow-up - Once calling has begun, team coaches and trainers are readily available so that they can answer questions and review data entry. Additionally, monitor the TSRs to identify problem areas.
- The TSRs are then brought back in the training room for a feedback session. This immediate feedback has proven to be critical in identifying areas in which even subtle changes can have an immediate impact. From this point regular feed back sessions are held to disseminate new information and retrain as needed.
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| BizThinker views training as an ongoing process. It is the responsibility
of the trainer(s) to follow-up with their training group for the first
30 days. This process allows them to identify areas needing further
emphasis in training and to maintain a bond with the new employees
until they are fully integrated into the company. Even then, the training
process continues daily with group and individual feedback and role-playing
provided by team coaches and monitoring specialists on the calling
floor. |
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