TelePro® Online Features

TeleProŽ Online incorporates the key principles of effective adult learning:

• Self-paced Learning
  Learners access the course at their own time and at a learning speed that suits them.
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• Hierarchical Testing
  Learners only progress through the course as they demonstrate mastery and on the job application of the skills developed in each module.
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• Personalized Learning Environment
  TeleProŽ Online book-marking remembers where each Leaner has left off. TeleProŽ Online can track each Learner's progress for both Leaner and manager to review.
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• Tracking Learning Progress
  A separate administration module allows administrators to monitor Learners' progress locally or remotely.
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• Multiple Forms of Testing and Assessment
  In addition to the standard forms of online testing, TeleProŽ Online is designed to be mapped to the client's quality monitoring system so assessment of on-the-job performance of skill application can be linked to progress through the TeleProŽ Online program.
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• Personalized to Reflect your Organization's Look and Feel
  TelePro® Online can be 'branded' through use of logos and corporate names to reflect each client organization's unique culture. Company-specific case studies can be added to the course module (as part of a standard business personalization package). Complete customized course modules can be cost effectively created to suit each organization's specific needs
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• Developed specifically for the Web
  TelePro® Online takes complete advantage of multimedia features and Web-based functionality to create a compelling, effective and results-oriented training program.
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• Anytime, Anywhere Access
  Telephone-based staff can access training anytime, for initial or refresher training. Because the course is modularized, learners can study in short time increments, Learners can take advantage of 15 minute learning breaks when call volumes are lower.
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• Self-paced, Individual Learning
  Learners can focus on those areas most relevant to their needs or representing the most difficulty for them, and so optimize their time spent learning. Motivated Learners can dramatically shorten their learning time.
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• Supports 'Blended' Learning
  Corporate trainers manage, coach and support the Learners as they progress through the TelePro® Online program, and classroom training time can be applied to other areas.
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• Automatic Tracking and Reporting of Learners
  Real time information on Learner activity, status and success means a significant reduction in the time spent managing and assessing the training.
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• Orientation and Re-training
  TeleProŽ Online can be used for training new staff as well as for refresher training (previous completed modules are simply re-opened as procedures change or a Learner's telephone performance slips) - TelePro® Online provides a single learning solution for new and existing staff.
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• Dynamic Content
  TeleProŽ Online's web-delivered content is vibrant, relevant to each contact center's needs and constantly and easily updated - both in content and presentation.
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• Performance Improvement Focus
  Unlike most off-the-shelf training programs, TeleProŽ Online is a performance improvement, results-oriented course with built-in audits, live testing and personalization. Results have been impressive: consistent 18%+ improvement in telephone interpersonal performance after just 3 months!
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• Customization
  Branding and customization are available and cost effective. By reflecting each client's own products or services and job realities, TelePro® Online can look and feel like your company's own program to ease transfer of new skills into on-the-job activity.
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• Upgrading
  Content is always fresh and relevant. TeleProŽ Online is constantly upgraded so technology is always leading edge.
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• Personal Coach
  Live interaction with a knowledgeable Coach provides feedback, role play, etc (a necessary component in a training program focused on improvement of interpersonal skills).
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• Real Interactivity

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• Course Administrator
  Oversees the learning process, monitors activity level and progress, evaluates the application of learned skills on-the-job and rewards success.
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• Application Activities
  Learners are encouraged by the program to think critically about how the material applies to the job and their own learning paths (as opposed to simply reading and memorizing).
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• Learner Ownership, Learner Responsibility
  Learners truly own their own learning process. The 'test' of their success with the learning process is whether they use the learned skills on the job: the Learner is provided with the tools and support to succeed at that test. Before requesting that they be assessed for on-the-job use of each set of skills, the Learner can self-assess tape-recordings of their calls to determine their own success in applying the skills and learning progress.
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• Develops Attitude as well as Technique
  Helping staff learn effective customer contact techniques is only part of the formula for success in handling customers. The interaction will be ineffective if the Rep does not have a positive attitude toward the customer, the products or services, the company, the co-workers and themselves. TelePro® Online distinguishes itself as an effective skill development tool because it recognizes and constantly reinforces this balance between technique and attitude, helping to optimize staff attitude, and enhancing morale and staff retention.
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• Relevant, Universally Applicable Content
  Content in these core program modules is a universal fit for the needs of telephone based staff. The program is the culmination of Entretel's 15 years of contact center performance improvement program design experience, and has been created to be relevant to all telephone customer interaction positions - this performance improvement program provides the core skills and selling skills necessary for any telephone interaction: sales, help desk, customer service, order taking, claims, etc.

  Whatever the job, if it involves the telephone and if the staff are using the TelePro® Online skills, they will be effective at connecting with customers!
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  Engaging Learning Experience
  TelePro® Online is an enjoyable and interactive learning experience - necessary if Learners are to stay committed to completing the program. The animation is personable and stimulating. Each program includes an animated guide to connect with the Learner and support them through the program.
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Which version of TeleProŽ Online is right for you?

There are two versions of TeleProŽ Online, both with the same content and effectivness:

TeleProŽ Online:

With some Learner workstation based support plug ins, best suited for installation on your internal server, behind your firewall (Client Server version) and

TeleProŽ Online: Door #2

Developed using Flash technology and easily accessible over the internet (ASP version).

One is sure to fit your organizational needs.

Feature Comparison
Click here to view a chart that summarizes the similarities and differences between the Client Server and ASP versions.

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