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Key Tele Services Capabilities Presentation 2011

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Key Tele Services Capabilities Presentation 2011

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

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