“If you think education is expensive, try ignorance.”

- Derek Bok, Former President, Harvard University

IntelliRep™ Award-winning Agent Training Curriculum

Thirty-second TV spot during the Super Bowl = $2.5 million

Marketing and image consulting firm = $750,000

Monthly direct mail costs = $125,000

100% customer satisfaction = priceless

Tired of spending umpteen thousands of dollars branding your image only to have it ruined during the course of a five-minute telephone call? Right, wrong or indifferent your customers’ perception of your company is driven by your CSRs not your CEO.

Fine Marketing Solutions has trained thousands of CSRs to become superstars. Our award winning IntelliRep™ agent training utilizes adult learning principles and experiential learning exercises to engage the participants and prepare them with a strong foundation of customer service and telephone selling skills. The easy to follow format teaches the critical information your Agents need to be successful as soon as they start on the production floor.

The IntelliRep™ training curriculum consist of the following modules.

Welcome To The Call Center Industry
This module consists of a brief overview of the growth and trends in the industry, career opportunities available, technology overview and how important the role of the Agent plays in customer acquisition and retention.

Telephone Techniques
This module teaches your agents how to prepare for effective phone presentations, proper telephone etiquette, understanding vocal qualities, active listening skills and call control techniques.

Customer Service Skills
Understand what conduct typifies excellent customer service and the components that effect quality; such as how to answer the phone, how to place someone on hold, how to deal with irate callers or escalate a call and more.

Sales Appreciation
Designed for those organizations that are moving from a cost center to a profit center and asking their customer service representatives to cross-sell on inbound service calls. The module is also ideal for those Agents in outbound telesales that have limited selling experience.

Telephone Selling Skills
Provides foundational skills for selling over the telephone. The module covers the importance of pre-call planning, the six-step sales process, understanding the concepts of cross-selling and up-selling, suggestive and consultative selling as well as the importance of follow-through.

American Culture
Designed for offshore call centers servicing the US. It includes lessons on geography and facts about people, current events, postal regulations for mailings, time zones through the country, and more to help make it transparent that your customer is speaking with an offshore call center.

Don’t your customers deserve IntelliReps?