Pro Facilitate Asia :: Learning Solutions

"Great service should be embedded into a behavorial routine, so it can be properly monitored, measured, and managed. We can all provide superior service, time and again, providing we have fully defined what it is and we have trained our people to deliver it."

-- Gary S. Goodman, Ph.D.
Author of Monitoring, Measuring & Managing Customer Service

Incoming Tele-Service and Sales Contact Center Training

Research clearly shows there is a positive correlation between the quality of your team's ability to serve and sell and the quality of the team's performance and learning. In other words, the better the learning solution and training approach, the More Revenues You Will Generate.

At Pro-Facilitate Asia we also believe training-for-performance is part of a larger process of team development and managing performance itself. Training needs to change behaviors and if coupled with practical, objective and on-going, track-able measurement, it can ensure your training spending has a highly measurable Return On Investment. It also guards against ‘Training Events' that don't carry over for any significant amount of time into the workplace.

Our learning solutions are therefore based on a clear process of first listening to your needs very carefully. Our approach is to then create and develop uniquely tailored workshops and coaching opportunities -- or self-study materials -- that are clearly focused on better enabling your CSRs to respond to what your customers expect, and best practices.

We also understand and are experienced at the challenge faced by many contact centers of raising the bar for CSR customer skills: agents who can provide great service, and also up-sell. We will partner with you to identify needs, study your company's specific policies, business strategies and service-sales goals to then develop a high-impact on-going Training Workshop Program.

E-mail Communication Contact Center Training

You only have one opportunity to make a first impression and in so many instances nowadays that first impression is based on e-mail contact. Your brand and company reputation, therefore, can be judged by the e-mail responses your Customer Service Representatives provide. Pro-Facilitate Asia specializes in practical training on Concise, Clear and Customer-Friendly e-mail Service and Sales communication.

Our learning solutions for the ‘medium of e-mail' can range from pinpointing specific-problem-areas that can be improved on, to reliably measuring your team's e-mail success as compared to the top-level industry standards. This can be followed by analysis, feedback, ranking and practical coaching tips for all your CSRs interacting with customers in writing.

Our approaches vary from a complete e-mail toolkit and performance assessment system that will allow you to precisely measure how individually, or across your country or regional offices, your CSRs perform in terms of best practices. We will then pinpoint specific development areas your CSRs can work on, whether it be written English improvement or thoroughly examining areas where ‘up-selling and/or cross-selling' can be applied to the medium of e-mail.

Our Approach

Whether it be the medium of the phone or e-mail, we create and develop highly customized learning workshops for our clients that are clearly focused on your corporate objectives, goals, and most importantly customer needs. Learning with a Pro-Facilitate Asia Trainer/Facilitator guarantees realistically-priced, practical, highly interactive, focused and fun workshops. Complete materials, extensive practice, role-playing, and personal action plans are part-and-parcel of all learning sessions.

• We specialize in results-based learning for incoming Customer Service Representative's who often must shift and up-grade from not only excellent service, but also possessing strong sales competencies on the phone. For example, The Fundamental Skills: ‘Active Listening', ‘Building Rapport', ‘Up-Selling and Cross-Selling', ‘Closing' & ‘Dealing with Difficult Customers'
• On-Going Performance Tracking, Actionable Feedback & Coaching-Support designed to Systematically Improve Skills
• Always carefully crafted, high-impact training for Internal Tele-Sales and Service Teams followed with assured reinforcement of techniques and follow-up in the form or assessment and measurement