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Quality Assurance:
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Reporting: Real time and historical, either customized or from our 100 - strong
canned report library.
Recording: Recording are initiated by the supervisor or set automatically.
This is also a qualitative research tool, with the utility to easily search, manage
and archive the recordings.
Scripting: Data can be captured and sent instantly, allowing script
editing in real time.
Modules |
Targets |
Modus operandi & Supports |
Evaluations |
Products & Services + Company Internal Culture |
Market context, necessary knowledge to answer customers ‘questions |
Purchaser training material |
Quiz
Frequency : mid and end of training period |
CRM profession |
Well control of application, tools, codification vis-à-vis typology of requests |
Supervisor guide |
Tests and simulations |
Script |
Well control of customer relationship, talk structure, how to reply to objections, listening skills, speech adaptation to customers ‘profiles |
Or Purchaser training material or possible Speed In Training |
Writing tests to validate control of objections answers |
Scoring Sheet |
Knowledge of coaching methodology |
Scoring Sheets |
Oral simulation, vocabulary assessment |
Live exercises |
Practice in real conditions |
Handle incoming calls or outbound calls, back office tasks, emails, chat… |
Debriefing on live |
DD-1 |
Last instructions before kick off |
Brief between trainer and people from operations |
End training test and progress action plan |
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