Nexus Teleservices understands that people are the core of our business. We know that training service representatives and helping them grow in skills and knowledge is critical to maintaining productivity, quality and continuity with your company´s brand and customers. Training is a continuous process, together with personnel evaluation and performance feedback. That is why we have a team of proven professionals who are responsible for the training process we use for service representatives to ensure that the personnel working on your account deliver the results that you expect.
Training For Your Business
Nexus Teleservices conducts both standardized and personalized training for every client. Standardized training of our service personnel consists of knowledge related to our internal company procedures, processes and information systems. Personalized training consists of what is specific about your company, policies, procedures, products and services. We conduct classroom training programs for our service personnel that last from one to thirty days, with each program customized for your company´s specific needs.
Our training is instructor-led so that our service personnel can always request assistance from someone who is an expert in the subject matter. Our quality assurance, trainers and project management are accessible in the operations floor to provide our service personnel answers and guidance as needed. New personnel are assigned experienced service personnel to serve as mentors, to aid the start up and transition process. This also serves the career development of the more experienced service personnel toward a formal supervisory role. Remedial training materials are centrally managed and available on-line for the service personnel to access as needed.
Our trainers encourage our clients to participate in the development of the personalized training materials. Often our clients have information in “raw form” that needs to be translated into “Nexus speak” by our trainers and other times our clients training materials are “ready to use”. Regardless, our clients are encouraged to participate as much as possible in the training process, particularly during group conference calls with the service personnel assigned to their account.
Training materials for Nexus Teleservices service personnel are stored in a central knowledgebase that can be accessed via a web interface. Our service personnel have access to the training materials when they are online providing services, that includes documentation of our clients’ products, procedures and policies.
Our Quality Assurance staff reviews service personnel performance and provides feedback on how to improve our internal training materials. As part of the QA service personnel review process, they identify those that require additional coaching in a particular skill or task.
Communication Skills Training
Nexus Teleservices service personnel inherently need basic skills to effectively communicate within a work group as well as with a client´s customers. They learn about good listening skills, one- and two-way communication, emotional barriers that prevent effective communication, variation of voice usage, selection of “emotional trigger” words, etc. Communication skills are developed and reinforced through work exercises, role-playing, and telephone call scenarios. Additionally our service personnel are trained in call-handling skills which include: making a good first impression, telephone courtesy, hold and transfer procedures, dealing with abusive customers and call escalation.
Our service personnel always act as your sale representatives when dealing with your company´s customers. As part of their Business-To-Consumer (B2C) training, Nexus Teleservices personnel receive the basics of up-selling and cross-selling when in contact with your customers. This training includes: preparation prior to initiated the call, call opening, establishing trust and rapport, establishing a personal connection, identifying prospecting techniques, handling customer objections, matching customer needs with a product benefits, closing techniques and follow up. For our Business-To-Business (B2B) sales training we offer our more experienced service personnel training that includes: preparation prior to the initial call, dealing with the gatekeeper, identifying the right decision-maker, use of time and scheduling, phases of the decision cycle, use of voice mail and other areas.