Your SlideShare is downloading. ×
Key Tele Services Capabilities Presentation 2011
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Key Tele Services Capabilities Presentation 2011

502
views

Published on


0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
502
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. KEY TeleServices Consulting Contact Center Consultative Services
  • 2. KEY TeleServices Consulting
    • Consultative Services
    • Contact Center Solutions
      • Operational Review & Assessment Program
      • New Contact Center Design & Development
      • Interim Management
    • Telemarketing Vendor Management
    • Quality Assurance Programs
    • Training Services
    • Script Development and Script Lab
  • 3. KEY TeleServices Consulting
    • Contact Center Solutions
    • Operational Review & Assessment Program
      • On-Site Review of the following at Existing Contact Center:
        • Processes & Documentation
        • Technology Utilization
        • Human Resource Practices
        • Training & Representative Communication
        • Quality Assurance Practices
        • Call Center Financials
  • 4. KEY TeleServices Consulting
    • Contact Center Solutions
    • New Contact Center Design & Development
      • Site Selection
      • Technology Selection & Implementation
      • Facility Design & Furniture Selection
      • Organizational Design
      • Staffing, Compensation & Employee Relations Strategies
  • 5. KEY TeleServices Consulting
    • Contact Center Solutions
    • New Contact Center Design & Development (continued)
      • Employee Recruitment & Hiring
      • Contact Center Policies & Procedures
      • Development of Performance & Quality Assurance Procedures
      • Training Program Development & Delivery
      • Post Start-Up Guidance & Assistance
  • 6. KEY TeleServices Consulting
    • Contact Center Solutions
    • Interim Management
      • Fulfillment of daily operational or account management responsibilities
  • 7. KEY TeleServices Consulting
    • Telemarketing Vendor Management
    • Service Bureau Selection
    • Script Development & Report Design
    • Procedure Documentation
    • Training Program Development & Delivery
    • Program / Campaign Start-Up Management
    • Daily Program / Campaign Management
    • Post Program Analysis & Recommendations
  • 8. KEY TeleServices Consulting
    • Quality Assurance Services
    • Call Quality Monitoring for:
      • Product Knowledge
      • Sales / Service & Communication Skills
      • Telephone Etiquette
      • Script Adherence
      • Disclosure Compliance
  • 9. KEY TeleServices Consulting
    • Quality Assurance Services
    • Mystery Shopper Evaluation of:
      • Customer Reception & Rapport
      • Needs Identification
      • Professionalism
      • Product Knowledge
      • Cross-Selling Capability
      • Closing
  • 10. KEY TeleServices Consulting
    • Training Services
    • General Customer Service / Telemarketing Skills
    • Specific Program Representative Training
    • Supervisory / Leadership Skills
    • Cold Calling & Closing Skills for Sales Representatives
    • Effective Decision Making for Call Center Leaders
    • Customized Skill Based or Product Knowledge Programs
  • 11. KEY TeleServices Consulting
    • Script Development & Script Labs
    • Customized Telemarketing Script Development for Specific Products or Services.
    • Script Lab Experience
      • Creative Telemarketing Script Development Process through “Live Testing” in a Controlled Environment using Tenured Representatives.
  • 12. KEY TeleServices Consulting
    • Clients
    • MasterCard International
    • U. S. Electronics, Inc.
    • BI Performance / AT&T
    • ICT Group / Dell Computer
    • 360CRM / Comcast Cable
    • 360CRM / Time Warner Cable
    • Eaglemark Financial Services
  • 13. KEY TeleServices Consulting
    • Contact
    • John J. Welsh, President
      • 267- 481-0355
      • [email_address]