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The essence of call center telemarketing training.

Discussion in 'General Marketing' started by RichardBlank, May 21, 2008.

  1. RichardBlank

    RichardBlank New Member Webmaster

    After reading a few threads, I wanted to introduce myself and my company to this community.

    I know that I will be able to offer free advice in the areas of telemarketing, corporate motivation and call center management. I look forward to sharing ideas with other posters. Let's learn from each other to make our profits grow.

    Best regards,


    At Costa Rica's Call Center, we are confident enough in our expertise that we are willing to disclose a sample of our training for the curious. Our advanced telemarketing course has been highly rated for our extensive knowledge of interpersonal communication, conflict management and phonetics. We invite you to discover why Costa Rica's Call Center ranks among the best in communication techniques for Costa Rican telemarketers.

    From day one, our new agents go through our specialized Early System Programming (ESP) where we train agents in increasing their level of intensity and persistence of behavior. Many courageous people initially display an interest in making cold calls, but not everyone has the ability to be a professional telemarketer. A person may be highly intelligent according to a more conservative definition yet unmotivated to dedicate this intelligence to certain telemarketing campaigns.

    The Psychology of selling over the phone will be the initial topic covered. The trainee’s mind is focused on how to prevail over rejection and to uncover a physical stamina to handle a minimum of 8 hours of quality phone calls a day. Each trainee’s fear of telemarketing is addressed openly and resolved with compassion. Prevention for burn out is discussed and will be closely monitored daily for each trainee. This key observation will filter out potential quitters while promoting career team members for your company. At Costa Rica's Call Center, we are not hard on our trainees, we hand pick and train them to work hard at making your campaign successful.

    Phonetics is often discussed and is encouraged as an ongoing study for mastery. Tape recorded practice calls are made during every training session and will cover level one (easy close) to level five (non-stop rebuttal) types of calls. An analysis provided from a detailed checklist will judge the tone, rate, pitch, duration, pause, pregnant pause, delivery and timing of open and close-ended questions. Video taping a phone call in progress involves the same phonetics study along with non-verbal communication to understanding how body posture, facial expressions, hands as an illustrator and motion can dramatically improve a voice and projection Trainees must be a third party observer in order to make the necessary mental changes themselves. The only way anyone can make great strides in self-improvement is to be humbled by their own criticism. Self monitoring and reflection is what will make your telemarketing team rank among the most proficient sounding in the business.

    The telemarketing script will be transferred on to a second sheet known as a call map for easy call navigation and training. We use a straightforward flowchart to highlight critical decision points and familiar objectives during the structured conversation. Acknowledging when they ask a good question is used methodically and is essential in promoting additional conversation. Silence can be instrumental when used tactfully on the phone. Deliberate pregnant pauses are incorporated in our pitch and highlighted on the call map as an advantage for encouraging the client’s participation.

    A mandatory quiz at the end of every training program is necessary to make sure that the agents know how to handle our system and have a confident understanding of your material taught that day. The campaign information plus advanced rhetoric are a minimum of two written and oral exams that must be passed by all team members. As the training is near completion, several test calls will be made to you for final approval of the script and our team members’ ability to properly speak for your company.

    Costa Rica's Call Center operates all training sessions in a low pressure environment. In the beginning it is very important to build a comfort level with our processes before they are on their own. During this stage, they have to get comfortable handling issues very quickly before they are approved to make a single call for your company. The faster the agents get on the phone and take a call will improve their learning curve, become more efficient faster and would decrease their ramp-up time.

    Our Costa Rican call center covers all aspects of foundation training. We have the passion to train and mold raw talent while building the team’s self-esteem and confidence. Even if we hire agents that have been telemarketing for some time, we still need to teach our methods proprietary to your campaign. It is important to analyze the exact training sessions you need before we begin. Costa Rica's Call Center will supply you with a detailed questionnaire to be filled out prior to the preparation for your classes. Depending on the scale and complexity of your campaign, training times and lengths will vary for proficiency.
  2. temi

    temi Facilitator Webmaster

    Richard, welcome to UK WW and thanks for telling us about your company. I take it you are based in costa Rica, how can you business be of benefit to us in the UK?
  3. RichardBlank

    RichardBlank New Member Webmaster


    Thank you for your reply and warm welcome.

    I am here to assist the other companies in the same call center industry. If I am able to share my experiences and advice, there may be a chance that I can raise the bar and help give the industry a better reputation.

    Customer service and telemarketing is not hard to do. Finding the right leaders with a vision, compassion and focus can be a challange.

    Besides, I have a lot to learn from you. The grammar and vocabulary used in the UK is the best and should be studied. I guess, we need each other...

  4. RiverWire

    RiverWire New Member Webmaster

    Welcome to UKWW, hell of an intro :beer:
  5. RichardBlank

    RichardBlank New Member Webmaster


    Thanks and a pleasure to meet you.

    As my grandfather once told me," Richard, if you are going to make a first impression, make it a lasting one."

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