Call-Center Outsourcing Personnel Training

Our Personnel Training

Nexus Teleservices has been providing call-center outsourcing services to a wide range of clients for more than twelve years. One of the major reasons so many clients have chosen us is for our call-center outsourcing personnel training quality. Training is a continuous process. Investing in our personnel development and growth is critical to maintaining productivity and quality.  This makes all the difference in the quality of results you can expect from your call-center partner. That is why we have a team of professionals who know the importance of consistent, high quality call-center outsourcing personnel training. This ensures that the team working on your account deliver the positive results that you and your customers expect and demand.

Outbound Services
  • Telemarketing
  • Surveys
  • Sales Lead Generation
  • Appointment Setting
  • Up Sell/Cross Sales
  • Product Promotion
  • Event Management
  • Database Generation
Inbound Services
  • Consumer Response
  • Customer Service
  • Dealer Location
  • Direct TV Response
  • Website Response
  • Sales Leads
  • Order Processing
  • Toll-Free Response

Your Business

Nexus Teleservices conducts both standardized and personalized training for every client. Standardized training of our 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 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 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 personnel answers and guidance as needed. New personnel are assigned experienced mentors, to aid the start up and transition process. This also serves the career development of the more experienced personnel toward a formal supervisory role. Remedial training materials are centrally managed and available on-line for the 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.  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.  This may be during group conference calls with the personnel assigned to their account.

Training Materials

Training materials for Nexus Teleservices personnel are stored in a central knowledgebase that can be accessed via a web interface. Our  personnel have access to the training materials when they are online providing services.  This includes documentation of our clients’ products, procedures and policies.

Our Quality Assurance staff reviews personnel performance and provides feedback on how to improve our internal training materials. As part of the QA personnel review process, they identify those that require additional coaching in a particular skill or task.

Call-Center Outsourcing Personnel Training

Communication Skills

Our personnel 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. Also our personnel are trained in call-handling skills which include:

  • making a good first impression
  • telephone courtesy
  • call hold and transfer procedures
  • dealing with abusive customers
  • call escalation.

Sales Training

Nexus Teleservices personnel always act as your spokesperson when dealing with your company´s customers. Sales is somewhat a creative process and not for everyone.  For personnel developing their telephone sales experience, they will begin training for Business-To-Consumer (B2C) communications.  For personnel with extensive telephone sales experience, they will migrate to Business-To-Business (B2B).   our personnel receive the basics of up-selling and cross-selling when in contact with your customers. This training includes:

B2C Topics
  • Preparation prior to initiated the call opening
  • Establishing trust and rapport
  • Establishing a personal connection
  • Identifying prospecting techniques
  • Handling customer objections
  • Matching customer needs with product benefits
  • Closing techniques and follow up
B2B Topis
  • 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

 

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