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QCSS knows that training is the foundation of a successful campaign, and that training does not take place exclusively in the training room. Training is a continuous process that begins with fundamentals and philosophies and expands with constant feedback and additional skills training relative to performance. Thorough product knowledge and the ability to communicate the offer within the specific program parameters are essential in producing successful results. QCSS training curriculum is divided into two phases, initial training and specific product training. This training utilizes sales and service curriculum developed by QCSS, customized to meet client specification. We combine initial training and on-the-job training to provide a comprehensive understanding of necessary sales and service skills to meet individual program parameters. Initial Training Initial training serves as an introduction to QCSS. 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 at QCSS. All TSRs must complete the following training modules. Highlights from these trainings are incorporated into each program area. · Phone Manner and Courtesy · Customer Service Training · Listening Skills · The Art of Selling Training Product Training · Program/Client and Campaign 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/service 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. · Script Test Training and Data Entry Once the trainer 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 leaders and trainers are readily available so that they can answer questions and review data entry. Additionally, monitor the TSRs to identify problem areas. · Feedback Session 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. QCSS views training as an ongoing process. 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 leaders and Management who monitor the calling room. |
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1-888-229-7046* 275 West Dundee Rd.* Buffalo Grove,IL 60089
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