ETS Call Center Representatives
The single most important factor in a successful campaign is your telephone sales representative's (TSR) training and coaching. Whether for a renewal effort, an acquisition campaign or a push to increase your paid segments, EBSCO TeleServices (ETS) provides ongoing, in-depth training to ensure your project's success.
All of our TSRs receive a full complement of training, which includes:
- Telephone Etiquette - Active listening skills allow your call center representative to gather needed information, listen and respond appropriately.
- Complete Product Knowledge - Confident telephone sales representatives who understand and can effectively describe and promote your products will make more sales.
- Intense Role-Playing - Interactive training identifies areas that need improvement in order to effectively communicate your product and services, and handle complaints.
- Voice and Speech Coaching - Inflection, tone and speech clarity produce competent and effectual communications that build relationships.
- B2B and B2C Telemarketing - Telephone sales training and objection handling strategies sharpen skills for results-driven performance.
Happy People = A Better Experience for You
Good client relations begin with good employee relations, and we maintain a cooperative and supportive environment. Since longevity often corresponds with satisfied employees, we are pleased with our high retention rate of employees who continue to devote their knowledge and experience with ETS.
Our People Invest in Your Future
Exciting things happen once a marketing plan is established and our TSRs go to work for you.
The training doesn't stop there! Call center managers supervise the performance of the TSRs on the sales floor by providing one-on-one coaching, support and motivation, which lead to increased sales and positive results.
You Can Trust Our Staff to Contribute and Perform
We continuously monitor calls to hear how TSRs interact with every person they contact on your behalf. Focusing on presentation, customer response and ongoing reviews help TSRs fine-tune their presentations. ETS has the most advanced technical dialing system available. We digitally record every call made from our call centers. ETS also has the ability for you to monitor the quality of calls. Upon request, we can send any call made on your behalf to you for review. This is another form of quality control that keeps you close to the action.
ETS strives to provide an environment where individuals can reach their full potential. Achieving goals of excellence in marketing and customer service ultimately gives you the results you want.