Successful sale to customer

Administración y desarrollo de canales d
Como monitorear y asegurar la calidad en

How to manage service channels

SEMINAR

Synchronous Virtual Format

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.

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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

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DOWNLOAD THE BROCHURE

Take with you all the information from the Seminar How to manage service channels

Download

Synchronous Virtual Training

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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:

  1. We reduced the duration of training sessions.

  2. We guarantee interactivity with the participants and pedagogical tools.

  3. 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

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CONTACT US

Tel Col:  (+57)  310 801 2629

      (+57) 1 349 8840

Tel Per: (+51) 989 176 902

Calle 67 # 8 - 12 office 602, Bogotá Colombia  

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