QCSS Provides Superior Sales Training
Having an effective training process is vital to the success of every client campaign. That is why QCSS has integrated hands on, interactive training programs that cater to the individual and unique needs of every client.
Clients are encouraged to sit in on and participate in preliminary trainings to ensure that their vision is met and their branding is maintained and understood by all QCSS management and sales agents. After preliminary trainings have occurred, managers continue to advise agents concerning each campaign in private post- training sessions. Each agent is provided a hard copy of the script, in addition to the electronic copy made available with all scripting and custom call dispositions, for further study to help familiarize each agent with the expected verbiage to be used during each sales call.
Once the agents have been formally introduced to a new campaign they are required to engage in role playing so that all possible situations or outcomes are unveiled to cover all "what-if" situations and to ensure each is accounted for. This process guarantees the agents knowledge of the new campaign so that they understand how each call should be best handled. At the conclusion of private training sessions there is allotted time for any questions, feedback, input or concerns to be voiced and reconciled by management.
If a new agent is being trained and added to a previously existing campaign, they will first shadow top level agents who have developed and demonstrated expertise on that particular campaign to better understand what level of performance is expected. This also results in an agent's better understanding on how to handle each call with superior sales technique and service.
All campaigns are assigned a Quality Assurance Manager to monitor preliminary calls live to ensure each agent has a proper and thorough understanding of each campaign and complete understanding on how an effective call is engaged and completed with a positive customer experience and result. In addition, QCSS's Quality Assurance staff reviews recordings daily to understand where improvements can be made and discuss any necessary improvements with agents individually. By doing this, each agent can better serve the campaign on which they are working. Live monitoring is part of on-going customer service and sales support.
To learn more about QCSS Sales Training practices, please visit www.qcssinc.com
About QCSS
QCSS, Quality Customer Service and Sales, generates revenue opportunities for companies who want to increase the efficiency and effectiveness of their sales and marketing efforts whether inbound customer service, answering services, or outbound lead generation and appointment setting. As a leader and innovator in the sales and marketing industry for over 19 years, QCSS provides clients with a dedicated team of telephone sales representatives, a quality assurance staff, and the best inbound/outbound calling technology on the market.
