Call center training

Call Center Training and Development

Global Response training programs give our Brand Specialists the soft skills, product knowledge and brand immersion they need to consistently deliver outstanding customer experiences.

Global Response recognizes that training and retaining Brand Specialists is vital to maintaining continuity and delivering exceptional customer care. By providing growth opportunities, job skills and industry knowledge, Global Response has built a reputation of low employee attrition rates.

Training and retaining Brand Specialists is vital to maintaining continuity and delivering exceptional customer care.

Upsell and Cross-sell Training

Our customized sales training courses identify the essentials of successful upselling and cross-selling. Brand Specialists master the following skills:

  • call preparation
  • building rapport
  • personalizing the contact
  • identifying questioning techniques
  • gracefully handling customer resistance
  • matching customer needs with product benefits
  • closing techniques

This focused, one-day course is filled with role-plays, and guided participant response materials.

Learn more about outsourcing your sales team.

FLEXIBLE TRAINING TAILORED TO YOUR BUSINESS

The Training Department at Global Response consists of site-training managers and Level I and II instructors. Training, QA and operations management teams are organized autonomously to ensure objectivity and integrity.

Unlike much-larger call centers where training is standardized, our approach to training is flexible and tailored for every client. Depending on your needs, we conduct classroom training programs for Brand Specialists that can last from one day to six weeks, and each program is customized for your products, culture and systems.

All training is instructor-led so that our Brand Specialists can always ask a person for help and interact with someone who has a deep understanding of the subject matter.

Our Quality Assurance Analysts, Brand Managers and Brand Trainers are all on the same floor as our Brand Specialists and are accessible to them to provide answers and guidance on the spot. Our more experienced team members also serve as mentors and resources, helping train our newer Brand Specialists.
We leverage eLearning tools when appropriate, but focus primarily on live instructors to teach the people skills that Brand Specialists need to connect with customers.

We encourage your participation in training. In fact, sometimes our clients do all the training for their Brand Specialists. Sometimes we do it all. Most often, it’s a combination.

Training materials can be supplied by the brand, developed by our experts in-house or built as a joint effort between the two.

Cultural Immersion

The Global Response training team will partner with each brand to ensure a perfect cultural fit that is imperceptible to your customer. Through onsite visits to your office, involvement in brand events and immersive branding of your Global Response-hosted location, your Brand Specialists will be surrounded by your brand artifacts and philosophy. Your team will not be trained to just be like your brand, they will be trained to be your brand!

Training as part of implementation

Training is a critical part of the process of implementing a new brand. We often go to the client’s site to observe how they train their own staff and participate in train-the-trainer sessions so we can effectively communicate the client’s culture to our Brand Specialists.

The training facilities at all our locations are equipped with internet-enabled workstations, flat screen monitors, whiteboards and teleconferencing and videoconferencing equipment.

Training materials are stored in a knowledge base that can be accessed via web portal.

We make sure the right Brand Specialists always have access to the right materials when they need them, including product manuals, updates on policies and procedures and more.

We use our Quality Assurance function as a way to coach Brand Specialists and improve training. If we notice a trend indicating that several Brand Specialists could use more coaching in a specific skill, we improve the relevant modules in our training curriculum.

Instructor-led courses

Our instructor-led courses provide Brand Specialists with the skills they need to communicate effectively with customers.They learn about one-and two-way communication, barriers that prevent effective communication, voice characteristics and active listening techniques.

The program trains Brand Specialists on proper call-handling techniques. Included are lessons on making a good first impression, telephone courtesy, hold and transfer procedures and assisting displeased customers.

Exercises, inventories, and exams are used to reinforce learning objectives.