telemarketing services training focus profile

8/3/2019 Telemarketing Services Training Focus Profile

1/17

24 Jalan 10/21D, Medan Idaman, Setapak Garden, 53100 Kuala Lumpur, MalaysiaT: 603-23326665 F: 603-40240240 M: 012-3278240 email: [email protected]

www.contactskills.com

Training Consultancy Public Workshops

1


2/17

isiono be the leader in satisfying client requirements in training and outsourcing services

Missiono provide leading edge customized training solutions in each campaign

o ensure a mutually profitable business relationship with each client in

all centre outsourcing services

aluesonesty, Integrity, Sincerity

rom design to delivery we work closely with you to deliver learning thatrovides the business return youre looking for, often with additional benefits

longside. How do we do this? The approach is simple:

We believe in providing innovative yet practical learning solutions that achievemeasurable resultsWe Keep it Practical Our courses are tailored to be truly relevant to yourusiness and youll return to work confident in your new understanding.

Focus on Learners our methods are proven to bring about behaviouralhangePush the Boundaries Our approach is to give learners a safe environment in

which they can stretch their comfort zone without any fear.Empower Learners We provide learners with the means to continue changing

wherever they are. This will ensure that they take responsibility for their ownerformance.Best Practice Our learning is tried and tested. All our trainers have been therend done it which makes them an invaluable mentor in transferring learning out ofhe science and into real life.Measurement to check weve met your objectives.

2


3/17

1. 2011 Public Workshop Calendar 4

2. Management and Executive Development 5

3. Results Oriented Telesales 64. Telesales Team Leadership Skills 7

5. Tele-service / Customer Service Skills 8-9

6. Tele-service Team Leadership 10

7. Sales Executive Development 11

8. Face to Face Communication 129. Our outsourced Call Centre 13

10. Professional Fee Structure 14

11. About the Consultant 15

12. Our Clients 16

Content

3


4/17

4

DATES TRAINING PROGRAM SPEAKER

Jan 18-19 Customer Service Excellence Shahrukh Moghal

Jan 25-26 Impactful Telemarketing Skills Shahrukh Moghal

Feb 8-9 Supervisory Development Program Rais Rajan

Feb 9-10 Customer Service Excellence Shahrukh Moghal

March 16-17 Enhancing leadership skills in managers Rais Rajan / SK Lim

March 21-22 Train the Trainer Rais Rajan

March 23-24 The Winner's Mindset - A Motivational Boost Suresh Dhawan

April 11-12 Customer Service Excellence Shahrukh Moghal

April 14-15 Supervisory Development Program Rais Rajan

April 18-19 High Impact Selling Skills Anita Shanmugam

April 21-22 It's a Deal! Winning Negotiation Strategies Rais Rajan / SK Lim

May 16-17 Enhancing leadership skills in managers Rais Rajan / SK Lim

May 19-20 Train the Trainer Rais Rajan

May 23-24 The Winner's Mindset - A Motivational Boost Suresh Dhawan

May 26-27 Impactful Telemarketing Skills Shahrukh Moghal

June 14-15 Customer Service Excellence Shahrukh Moghal

June 16-17 Supervisory Development Program Rais Rajan

June 20-21 Power Presentation & Speaking Skills Rais Rajan

June 23-24 Business Writing Skills Anita Shanmugam

2011 Public Seminar Calendar conducted at Grand Seasons Kuala Lumpur


5/17

Top Management Workshops

Strategic Direction

Creative Thinking

Mind Mapping

Management & Executive levels

Customer Focus

Effective Coaching

Problem Solving / Decision Making

Leading & Developing People

Managing Change

Interpersonal Skills

Driving Creativity & Innovation

Developing effective Marketing Strategies

Non - Executive level

Phone Etiquette

English language

Developing a positive mental attitude

Administrative Management Skills

Business writing skills

5


6/17

rogram Objectives

Enjoy an exciting level of motivationStructure telesales calls more effectivelyUnderstand the elements of successfultelephone communication and improve skillsin this areaBegin to realize their true potentialImprove questioning and listening skillsIdentify customers real needs through probing and match withappropriate benefits through correct usage of voice.Create an action plan for successCrave for successDevelop themselves personally and professionallyExperience a positive mental attitudeResist the temptation to get sucked into de-motivationIncrease Productivity, Performance, Profits

rogram Content

Introductions and ice breakingEffective Telesales CommunicationActive Listening and Articulate SpeakingThe art of probing for needs explorationMotivation ExercisesDefinition of successDeveloping 10 Commandments towards successful

TelesalesDeveloping 2-way communicationSkills in persuasion

0. Overcoming fear1. Developing the Telesales Script2. Developing role plays3. Conducting role plays

6


7/17

esponsibilities

Driving force behind any successful telesalesoperation.Plans activities, monitors and evaluatesperformance

Tracks statistics, analyzes databasesEnsures smooth administration of thetelesales operationDevelops creative and effective motivationalstrategiesUnderstands the teams current stage of developmentIs flexible enough to adjust leadership styles according to the

teams current stage of developmentImplements motivational coaching techniques through highlydeveloped communication skillsTrains and develops staff of required skills

rogram Content

Telesales team development and synergy throughleadership stylesRecruitment strategies if applicableCoaching for successDesigning and editing telesales scripts for newcampaignsDeveloping facilitation skills

Call monitoring techniquesCall performance evaluationStatistics trackingMotivating the Telesales executivesUnderstanding the use of telesales management toolsConducting motivating morning briefings

7


8/17

Tele-service / Customer Service Skills

Program Objectives

1. Understand the elements of successfulcustomer communication and improve skills in

this area2. Structure customer contact more effectively3. Improve questioning and listening skills4. Identify customers real issues and match with

appropriate solutions5. Build better relationships with customers using

empathy6. Recognize each customers unique personality

and tailor dialogue accordingly7. Identify their own stress triggers and develop

action plans to overcome them8. Learn how their own body language can

improve communication with customers9. Understand the importance and impact of thetelephone as a service tool

10. Learn effective telephone techniques throughlive call role plays

Program content is on the next page 8


9/17

rogram Content

Service level diagnosis. What makes a Customer Service professional?

Your personal service checklist

Understanding Customer BehavioursEmpathy in ServiceEffective Verbal Communication

Active ListeningArticulate Speaking

. Voice Characteristics in Communication

0. Practicing Tone, Pitch, Volume and Rate of Speech1. Probing Skills2. Handling complaints / Dealing with angry

customers3. Internal Customer Service4. Assertiveness in customer service

5. Managing Stress6. Developing 2-way communication to get thecustomer to talk

7. Developing and conducting role plays

9


10/17

Key responsibilities

1. Supervising daily activities of Tele-Serviceagents2. Call monitoring in order to identify improvement

opportunities and disciplinary issues3. Conducting regular coaching, evaluation and

counseling sessions with team members4. On going training and motivation

5. Demonstrate high levels of leadership skills6. Maintain a customer focus at all times7. Develop and deliver regular performance reports8. Take customer calls on an ad-hoc basis

Tele-service Team Leadership

Program Content

1. Coaching for performance2. Empathy in Team Leadership3. Team Development and synergy4. Leaderhip Skills and style adjustment5. Interpersonal Communication

6. Developing Customer Focus7. Results oriented motivation8. Facilitation Skills

10


11/17

rogram contentThe appointment setting call greeting, introduction etcEffective Sales CommunicationProbing for needs explorationUnderstanding features vs benefitsDeveloping benefit statements

Benefits sellingTrial closeClosing SkillsGaining Commitment

0. Handling Objections. Persuasiveness Skills

2. Developing 2-way communication the consultative approach3. Developing the Sales Call flow guide through work exercises

4. Practicing the Sales Call Flow guide for role plays5. Conducting role plays

S l E

t i D l trogram Objectives

Structure sales encounters more effectivelyUnderstand the elements of successful sales communication andimprove skills in this areaCross Sell other products if requiredImprove questioning and listening skillsIdentify customers real needs and match with appropriate

benefits.Sharpen their closing skills in order to clinch the sale.Handle objections effectively and treat them as new opportunitiesBuild better relationships with difficult prospects using empathyRecognize each prospects unique personality and tailor offeringaccordingly

0. Seek buying signals and act accordingly. Increase Productivity, Performance, Profits

11


12/17

rogram Objectives

Understand the elements of successful communication and

improve skills in this areaImprove listening and Speaking skillsRecognize each persons unique personality and tailorbehaviour accordinglyIdentify opportunities to be spontaneous in order to keeplisteners interestedLearn how their own body language can improve communication

Understand the importance and impact of asking the rightquestions at the right timeLearn to relax during communicationIncrease performance through excellent communication skills

Face to Face Communication

rogram ContentUnderstanding various communication styles

Effective Verbal Communication voice trainingActive and effective listeningReducing emotional distance through effective use of bodylanguageAsking the right questions at the righttimeDeveloping effective questioning

strategiesCalming and directing angry people

0. Developing 2-way dialogue1. Empathy in communication2. Being persuasive through empathy

12


13/17

Our outsourced call centre is ready to assist you in yourustomer contact related services. Let our expert call centreagents communicate with your customers and enhance

service impressions.

13


14/17

RM4500 per day - confirmation of oneprogram only

RM4250 per day confirmation of 2programs

RM4000 per day confirmation of multiplesessions beyond 2 programs

Training fees

Call Centre Services fee

This fee structure depends on the intensity of theclients requirements.

14


15/17

The CEO

Shahrukh Moghal has over 18 years of experience in Sales,Customer Service and Telemarketing for various productsand services. He majored in Communication at KnoxCollege, Galesburg, Illinois, USA. The experiences that hehas injected into sales and customer service training dateback to 1990 when he began his career as a sales agent in theUnited States. Subsequently, he moved up the ranks of agentto team leader to internal trainer for sales and customerservice skills over a period of 6 years. Since then, he has beenactively involved with developing agent and team leader

skills in various sales and service teams operatingsuccessfully in Kuala Lumpur, Malaysia. This experience asa practitioner has been instrumental in the development ofhis understanding of call centre agent and team leaderpsychology, what drives each position and how skills aredeveloped in each area. He has gained extensive experiencesin service and sales of financial products being offered bymajor banks and insurance companies in Kuala Lumpur. In

addition, his experiences with training of client organizationswhich specialize in various other products and services arementioned in the comprehensive client list below. Outside ofHuman Resource Development, he has been a professionalPhotographer and Copy writer. Currently, he operates hisown outsourced call centre in Kuala Lumpur.

15


16/17

Hong Leong BankHong Leong FinanceHong Leong Assurance

OCBC Bank

AmAssuranceBerhad

16

OUR CLIENTS
http://www.bonuslink.com.my/default.asp


17/17

telemarketing services training focus profile

Documents