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Do you prefer a call center operator with prior experience or one who is on his first job? Some companies prefer the latter! Although having prior experience may suggest better performance, some supervisors actually prefer not having to break bad habits. Experienced or not, call center staff need training in order to consistently meet the standards the call center is committed to delivering.
At Staffers we help call centers achieve this. We provide a variety of training formats and options to meet the specific needs of our customers. From traditional classroom seminars, to web seminars, to customized training programs, Staffers can assist in developing and imparting an educational program that is just right for each contact center.
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Training alternatives
Classroom seminars. Traditional classroom seminars can be held on-site or at a public setting. The content is generally designed to be imparted in 4-hour sessions, although this can be shorter or longer depending on the depth required by each company and the audience.Web seminars. Thanks to our strong relationship with The Call Center School, we can help you select from a wide variety of topics including courses designed for frontline personnel, courses for supervisors and courses for work-force managers. These web seminars have been designed to create a strong impact on the participants and put newly acquired knowledge to work immediately. Many companies consider this alternative an excellent way to provide initial as well as on-going training. In addition, they benefit from reducing training costs by having an unlimited number of people participate in a given session from a company conference room.Customized training programs. Because there can always be topics, issues, or special elements that a company needs, Staffers works together with your company to determine specific training needs. We identify these needs and develop training material using presentations, video, and CD-roms, to create unique training programs for reps and supervisors.
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Staffers’ Classroom seminars
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The ABC’s of Customer Service Communication
Collections Calling: Gaining Control of your Accounts Receivable
How to Recruit, Select, and Hire a Winning Team of Tele-operators
Motivation Strategies for Call Center Personnel and the entire Company
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English for Call Centers
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The main objective of our English for Call Centers program is to strengthen the English skills of agents and candidates with the objective of preparing them for job advancement or, in the case of candidates, to get a job as an English speaking rep. We have designed and developed this program from the ground up, based on our expertise in call centers and on the expertise of CEDS – Custom English Design Services (www.cedsgt.com), our partner, in developing and delivering English language courses.
Our courses are designed to develop candidates who demonstrate good communication skills and an intermediate-high level of English, in order to take them to the English level that’s required to communicate effectively with the customers they serve.
Course content includes
- Accent and pronunciation development
- Call center vocabulary
- Grammar development and/or re-enforcement for increased fluency
- Client expectations differentiated by culture or region
Instructor profiles
We only employ instructors with the following minimum qualifications:
- Native speaker or speakers with a score of 9.0+
- Experience in call centers or related industries
- Previous English language teaching experience
- Each instructor must pass an Instructor Orientation Course
- Staffers and CEDS are committed to providing instructors of the highest quality to serve our clients’ needs. To ensure this quality, CEDS and Staffers
- utilize rigorous recruitment and screening processes
- pay qualified instructors well above the industry norm
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Classroom seminars from Mexican Telemarketing Institute
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| Please visit www.imt.com for a list of seminar topics and email us at info@stafferslatinamerica.com so we can send you detailed information and a price quote. |
Web seminars from The Call Center School
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| Please visit www.thecallcenterschool.com for a list of seminar topics, or email us at info@stafferslatinamerica.com and we will help to schedule a private session. |
Course Descriptions for Staffers’ Classroom Seminars
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The ABC’s of Customer Service Communication
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Good communication continues to be a key success driver at the personal and business levels. This is indeed a cornerstone of success for organizations that rely on excellent customer service to reach their objectives in the areas of sales, customer loyalty, and profitability. This session will enhance your company’s communication skills by demonstrating the positive impact of effective listening and other skills whose importance is too often underestimated.
Seminar attendees will learn to:Understand the meaning and importance of customer service- Incorporate aspects of IQ and EQ into each conversation
- Identify the functional and emotional needs of the customer and provide him a solution to satisfy both
- Choose words and phrases that show understanding and empathy and create positive perceptions to compensate for the absence of body language
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Collections Calling: Gaining Control of your Accounts Receivable
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Accounts receivable recovery is an important business topic which directly affects the liquidity of companies. A “no-payment culture” seems to have developed due to the lack of interest or ability to make payments on time, or even at all, by many companies and individuals. Therefore, it has become increasingly difficult to convince customers to pay their outstanding debts without seeming “too pushy” and losing them. Fortunately, there are proven techniques to help organizations be more competitive in the art of collections and achieve their desired financial results. In this session, you will learn techniques and skills to effectively deal with many types of difficult positions or attitudes that a debtor may assume, and persuade him to make his payment, within a positive setting.
Seminar attendees will learn to:- Identify different types of debtors
- Apply techniques to convince the customer that we are his friend, not his enemy
- Analyze different stages of debt within the roster of customers and execute the right steps at each stage
- Use proper phrases and expressions to incent the customer to comply with his commitment
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How to Recruit, Select, and Hire a Winning Team of Tele-operators
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Contact centers face numerous challenges throughout their recruiting, selection, and hiring process, to the extreme of calling this their company’s greatest challenge. They identify different obstacles and problems and take external factors, such as people’s lack of motivation or ambition, as a given, concluding that there is little they can do to control and improve the recruitment process.
During this session, we will learn to identify internal and external obstacles that hamper an effective recruiting-hiring process. We will analyze strategies and tactics to overcome these obstacles by effectively tackling external obstacles and analyzing the causes and solutions of internal obstacles that are most common. By the end of the day, each participant will have identified actions for improvement which can be immediately implemented in his or her organization.
During this session, participants will learn to:- Analyze their company’s recruiting and hiring process and categorize it as either strategic or operational
- Examine their company’s recruiting and hiring methods and measure their effectiveness
- Identify the profile of the ideal recruiter
- Analyze the most common recruiting mistakes companies make and strategies to correct them
- Flowchart their company’s recruiting and hiring process in order to identify high impact improvement areas
- Create a “Recruitment Process Improvement” Action Plan and preliminary budget
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Motivation Strategies for Call Center Personnel and the entire Company
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Tele-operators or call center agents are key personnel within your organization and your success of failure depends largely on their performance. However, due to very strict control and supervision they are subject to, the repetitive nature of their work, and a common focus on call center work as a temporal job instead of a place to grow and build a career, it’s a great challenge keeping motivation levels high.
During this session, we will cover important topics related to the optimum management of Human Talent. We will analyze the importance of creating efficient systems of feedback and communication. We will describe simple activities and projects that help to keep employees motivated. Finally, we will analyze the role supervisors and mid-to-upper level managers play with respect to creating and maintaining a positive work environment.
During this session, participants will learn to:- Compare the concepts motivation and morale and understand the critical aspects of each
- Clearly communicate objectives and expectations
- Establish effective formal communication channels
- Take advantage of informal communication to ensure that key information is transmitted
- Identify the qualities and attributes of the ideal recruiter as well as personnel with important leadership roles
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