ParallaxTechnologies can provide the following:

Training Methodology

Call Center Agent Training

Are you trying to provide a quality sales and service skills program for your contact center agents? Are you interested in reducing Agent attrition through your initial training? TeleDevelopment's award-winning Agent training utilizes adult learning principles and experiential learning exercises to engage the participants and prepare them with a strong foundation of customer service and telephone selling skills. The easy to follow format teaches the critical information your Agents need to be successful as soon as they start on the production floor. The material covered in TeleDevelopment's Agent training programs consist of the following:

Welcome To The Call Center Industry
This module consists of a brief overview of the growth and trends in the industry, career opportunities available, technology overview and how important the role of the Agent plays in customer acquisition and retention.

Telephone Techniques
This module teaches your agents how to prepare for effective phone presentations, proper telephone etiquette, understanding vocal qualities, active listening skills and call control techniques.

Customer Services Skills
Understand what conduct typifies excellent customer service and the components that effect quality; such as how to answer the phone, how to place someone on hold, how to deal with irate callers or escalate a call and more.

Sales Appreciation
Designed for those organizations that are moving from a cost center to profit center and asking their customer service representatives to sell on inbound service calls. Also idea for those Agents in outbound telesales that have limited selling experience.

Telephone Selling Skills
Provides foundational skills for selling over the telephone. The module covers the importance of pre-call planning, the six-step sales process, understanding the concepts of cross selling and up-selling, suggestive and consultative selling and the importance of follow-through.

Supervisor Training

Your Supervisors are primarily responsible for driving quality and performance in your center. Are they as prepared as they should be to meet these goals? TeleDevelopment's comprehensive Supervisor training program builds on four key areas of Supervisor development; teaching your Supervisors how to be effective leaders, communicators, drivers of performance and developers of their people.

The materials covered in TeleDevelopment’s Supervisor Training program consist of the following:

Your role as a Supervisor
This module will help the Supervisor understand their role and responsibilities in the center along with interdependencies with other departments and the principles of floor management.

Leadership Skills
Participants will learn the seven principles of management and what it means to be a developer of people.

Communication Skills
This module will help the Supervisor understand why communication is important and what is required to be a good communicator.

Using KPIs to Manage Performance
This module is designed to help Supervisors understand the Key Performance Indicators (KPI's needed to manage the center, understand how to use the management tools and reports more effectively to drive Agent performance.

Quality Assurance
Participants will learn how and what elements of quality are measured, and the tools that are used to measure quality. This module also includes how to conduct an effective calibration session among your management team.

Coaching and Agent Development
This module helps the Supervisor(s) understand the difference between training and coaching, know the reasons why people fail, the five-step process for coaching and how to deal with problem resolution.

Case Study
The case study pulls all of the modules together by having the participants study center reports and listen to calls to develop and deliver a coaching plan for a low performing Agent. Upon successful completion of this case study, a certificate is awarded.
Once training has been completed, for a short period of time, we can continue to shadow the Supervisors out on the call center floor applying the lessons learned. This helps improve the transfer of knowledge and insure the programs are rolled out as intended.

Position Specific Training

Through our network of instructional designers, and content developers, Parallax Technologies will work with your internal trainer(s) and staff to develop a customized training solution for critical positions in your organization.
The process includes:

Examples of position specific training include the following:

Whether you need to provide training for a specific department or function or your entire organization, give us a call to learn how we can support your contact center training requirements.

Customization and Delivery

Depending on your company's internal training capabilities, Parallax Technologies can work with you to customize and deliver our training in the most convenient manner for you.

TeleDevelopment's award winning content is easily customizable to fit your specific industry and applications. We will include your forms and tools and create scenarios to modify the learning exercises to the types of calls you make or take. This customization makes the training extremely practical and improves learning so the participants can easily go from classroom to on the job and start applying the training immediately.

We will supply you with a list of the items that are typically customized for each module. Once received, our staff can quickly fold in this material and return a professionally developed training program customized specifically for your company. Or if you prefer, content can be supplied in a generic as-is format for your training department to customize to your specific applications.

Most often, we deliver the first Agent or Supervisor training class with the internal trainer(s) observing. This allows us to stress the key points of the content and spend the time necessary for the participants’ complete understanding. After each training session is completed, we meet with your trainer(s) to review the materials delivered, discuss the technical aspects of the delivery and answer any questions. We will then observe your trainer delivering the training and certify them for continued internal delivery.