Our customized TeleTraining/2000 program features:
 | A Customized Workshop. Two six-hour sessions offered on consecutive days. Each session is fully customized to meet the specific needs of the call center requesting it. |
 | A TeleTraining/2000 Handbook. A durable binder containing customized QuikTIPS reproduced on card stock for accessibility as job aids. |
 | Customized QuikTIP Cards containing departmental guidelines (e.g., preferred greeting, expressions to use and avoid, tips for handling irate and long-winded callers, misdirected calls, listening fatigue, etc.). |
 | Customer Service Tape Analysis. To aid management in more careful evaluation of
CSR skills on 800-lines, we transcribe and audit 30-minute tape samplings drawn at
random from the company's call monitoring system (where available). The result is a full
script of each individual's call activity, with comments about specific strengths and
weaknesses and recommendations for improvement. |
 | Individual Conferencing Sessions. Once the tape analyses have been completed, we
schedule a 30-minute one-on-one conference with each participant in the tape project.
These individual coaching sessions help CSRs identify trouble spots in their exchanges
with callers and aid them in developing effective strategies for overcoming these
communication difficulties. |
 | Management Support Seminars. An essential component of every TeleTraining/2000 program, these follow-up seminars are designed to make management aware of the guidelines set forth in each customized workshop and to offer recommendations for supporting the program once the training has been completed. |
 | Customized Video Drawn from Actual Customer Service Scripts. Among the many
customer service job aids we offer is a customized video that dramatizes actual calls from
the department or service area for which we are providing training. These 30-minute
original videos are handy for use in future training sessions and may be purchased by the
company for its own in-house trainers. |
 | Follow-up Support via Videoconferencing. Real-time coaching and support sessions
via videoconferencing from our offices in Atlanta not only assist QAs and team leaders
attempting to mentor, they offer a quick intervention for dealing with the more serious
communication difficulties some CSRs (or their management) may experience. |
For further information about our call center training program, please call us at 404-872-3664 or write to us at grammarsleuth@earthlink.net.
 Updated 07/26/05
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