B2B Teleprospecting is growing – both through use of internal teams, as well as through outsourced marketing partners. One of the keys to successful growth in any organization is ensuring that as business booms, quality and employee performance boom also. Obviously, sustaining levels of business is dependent on maintaining the integrity of the product upon which the growth is based. As management ramps up to accommodate a steadily growing workforce, it possible – if the right action is not taken – for some agents to fall through the cracks. Adjustments need to be made, as processes and practices that may have worked at one time, may not be as efficient as is necessary for increasing numbers. As your teleprospecting organization grows, it important to keep a close eye on employee performance. Performance, of course, is directly related to employee training – both on-boarding and ongoing alike. Here are some practices used here at TeleNet that have been met with success:
- New Hire Training should be assessed regularly in conjunction with new hire performance. Ashlea Harris had some great suggestions in a recent blog entry .
- Large Team Meetings – reviewed content should be designed to be relevant to the all team members.
- Program Trainings – Campaign objectives, product focus and target audiences are worth a thorough discussion. Next, review the call guide – always tying questions and value propositions back to the aforementioned campaign objectives, product focus, and target audiences.
- Call Review Sessions – these can be some of the most valuable meetings for call center teams. When an entire team is participating, it is imperative that the feedback provided apply to the masses. Call technique and call objectives should be the sole criteria used in determining what tips and strategies are shared.
- Technology Training – The information relayed in this kind of session needs to be communicated based on your team level of knowledge. Assuming that your audience knows little about the topic is a great way to begin,asking questions throughout helps to confirm (or adjust) the level of knowledge. Once you’ve obtained an understanding of where your team knowledge lies, cater to just below that threshold – in case there are a few members of the group who are not outspoken enough to voice a lack of understanding.
- Small Team Meetings – this is the venue for detailed, personalized feedback.
- Program Trainings – there may be instances where smaller initial campaign trainings are taking place. Trainings of a smaller size permit more Q & A. However, it is important that the high level points described above dictate the content that is covered.
- Call Review Sessions – Review sessions in smaller groups are essential to the success of the individual agent. These meetings are perfect for tailored feedback and discussion around unique call scenarios.
It is important that internal training processes incorporate effective new hire training, as well as a variety of small and large team meetings in order to ensure that all employees are provided with the information and attention required to be successful in the very fast paced environment that is a call center.