Telephone Skills | Call Center Training & Elearning

Quick View: Benefits of TelePro®

TelePro® Online:
Develop telephone professionalism online - with TelePro® Online!!

"Excellent example of how an E-Learning program should be designed. Well done!"

Ontario Society for Training and Development - judge's comment in awarding TelePro Online the OTTER Award for

'Best External E-Learning Program' in 2002)

"I have been reviewing various software for over two years now and have found this product makes me say 'WOW'." (product review in Contact Professional Magazine Nov/Dec 2001)

TelePro® Online:

a suite of self-paced interactive elearning programs guaranteed to improve telephone customer contact skills
focused on the core telephone skills essential for optimizing customer satisfaction and loyalty

Why elearning?

Up to a 30% reduction in time to train (US Dept. of Defense)
Retention rate improvements as high as 78% -- almost twice that of traditional training methods (US Dept of Defense)
Learners can take short, individual "learning breaks" to work through the program material rather than spend days in a classroom and off the job,
- So training time doesn't impact service levels in the call centre
- So small bites of learning can gradually be incorporated into on-the-job performance

TelePro® Online Produces Results!

"Success in training is not defined by what the Learner knows, but by what the Learner incorporates into on-the-job performance." (Jack Green)

In measured trials, TelePro® Online consistently produces a greater than 18% improvement in on-the-job call quality after only three months

All programs have been created by Entretel Incorporated contact center subject matter experts and award-winning instructional designers. Entretel has been designing and delivering classroom training to contact center staff for over 15 years.
TelePro® Online uses a holistic approach to staff performance optimization, with training that
- Develops call handling techniques, and
- Reinforces a positive employee attitude towards customers, the job, co-workers and themselves.

TelePro® Online develops those essential telephone interaction skills that are relevant to any customer contact position.

Click here to view the Module Content

back to top

Designed to Improve On-the-Job Performance…

TelePro® Online content incorporates key adult learning principles. Each module provides:

Details on how to accomplish the highlighted skill
The reason why using this particular skill is desirable
A demonstration and example of how this skill is applied
Opportunities to practice the skill and then self-assess
A self-paced learning environment (so each Learner can focus time on those skills most relevant to his or her performance improvement)
Hands-on practice to optimize skill development
Review quizzes where learners can test their knowledge and receive feedback on their answers before they leave the program
A print-out of their own personal notes to use as a job aid when the Learner returns to their job, to help the Learner apply the new skills

To support the Learner in transferring knowledge to on-the-job performance improvement, the TelePro® Online offers the opportunity for a "Coaching" role and an "Evaluator" role to be created within the client organization.

The Coaches and Evaluators are client employees who are trained by TelePro® Online to assume their Learner support roles.
The Coach supports the Learner through

Role playing skill application in company-specific situations,
Providing individual guidance and support as needed, and
Assistance in understanding and practice of the more complex skills.

The Evaluator assesses Learner application of the skills on-the-job.

After the Learner completes the coursework of a module or set of modules, and has practiced each skill on the job,
The Evaluator assesses a sampling of the Learner's "live" customer calls and advises the Learner that
a. they have passed the evaluation and are ready to move on to the next module, or
b. the Learner is directed back to specific areas of the module for further work.
This process ensures that before progressing to the next module, the Learner is applying the skills consistently on-the-job to improve the quality of their calls.

Optional textbook and classroom support are available, too!
To order the textbook: "Contact: a guide for developing effective call centre skills", by Jack Green, click here to order.

For more information about classroom support,
click here to visit Entretel.com.

"Skill development is not achieved as a result of a one-time training event. Rather, it is the result of regular assessment, coaching support and regular skill review." (Jack Green)

TelePro® Online is not just a training program, it is a skill sustaining tool!

TelePro® Online is always available for refresher training – and can be focused on individual re-training needs
Call quality assessment criteria can be mapped to the TelePro® Online course content.

When, after the Learner has completed the program, monitoring of their live calls reveals a need for remedial training, that Learner can be directed to review the relevant TelePro® Online content and then be re-evaluated to ensure they sustain their customer interaction skills.

"An effective training experience engages the Learner. It makes learning an enjoyable experience." (Jack Green).

Animated Guide

TelePro® Online creates a fun and interesting learning environment with the help of an animated buide who engages and interacts with the Learner and supports the Learner’s progress through the material.

Time per module

Modules are an average of 30 to 45 minutes in length.

This time is typically broken down into smaller 'bites' of time to mesh with job responsibilities and allow for application time of each sub-skill.
This time will also vary from person to person based on their individual learning style, beginning skill level and individual improvement needs.

The structure of the each module's material into manageable "learning bites" provides natural break points where the Learner can leave off and pick up again without impacting their ability to assimilate the information effectively.

Book-marking

TelePro® Online's book-marking feature allows students to return to the exact point in the course where they left off.

Navigation and Help Instructions

The intuitive student interface is easy to use and includes:

An introductory Help sequence
An always available Help feature

The core modules can be implemented as is or, optionally, customized to the client's requirements, easily and cost effectively.

Customization can be done at any time,

Prior to the initial introduction of the program or

As part of an ongoing initiative to ensure the material remains totally relevant to the evolving contact center role.
New material can be cost effectively developed, and presented in a format consistent with the TelePro® Online interpersonal skills training program.

And the new courseware is also easily adaptable to adjust to the changing contact center environment

The customizations can be programmed by our design experts, or the client can use our user friendly software to make their own changes to the program

TelePro® Online can reside on our server and be accessed over the internet
Alternately the program can reside on the client’s Learning Management System (LMS) - TelePro® Online is SCORM compliant

Technical support, and consultative support for the Program Administrators, Coaches and Evaluators, is available through your local reseller,
1-866-4-TELEPRO or the TelePro® Online web site, click here for support

TelePro® Online can be purchased as an individual, one year, renewable license, or, for larger groups of learners, a ‘perpetual license’ can be purchased. This latter option allows your call center to add an unlimited number of learners for one, one-time fee.

For further pricing information see pricing or contact us directly to discuss the option that is best for you.