Our Customization Formula
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“CCTS provided us with a structured and effective coaching formula that we use on a daily basis, and it’s adaptable to any new campaigns and situations we run into. Highly recommended for your teams.”
Adam Jackson | Telus Communications
This is where the magic starts to happen!!
For over three decades, CCTS has been known for customizing all of our training, tools and job aids to your real-world telephone dialogues. If you are looking for customized skills with proven, customer-friendly best practices, all tailored to your reps and their conversations, this is the place for you! How do we customize? Here are the major steps.
1
Front-End Analysis
We start with meetings and call listening so we can learn as much as possible in the following areas.
- Your calls (we keep any best practices your people already have and layer on our additional best practices)
- Your reps
- Your leaders and their day-to-day activities (e.g. how much they coach)
- Your QA team (e.g. what they score, how they score)
- Your metrics and your mission
Rapid Response: During our Front-End Analysis, we will be building the new call skills. Once the Front-End Analysis is completed (1-2 weeks), we can move very quickly into the training stage.
2
Call Flow Creation
This is where the magic happens!
All of your new skills will be captured in Call Flows for each of your main Call Types. A Call Flow is not verbatim scripting (unless you prefer that). It is an illustrated, step-by-step walkthrough of a Call Type with multiple, specific examples of how to say/deliver each step. (see the sample on the right). We house the entire call in the Call Flow with its new Best Practices. Call Flows are easy for reps to use while on calls and easy for leaders and QAs to listen to, assess and coach.
Your new Call Flows will be completed for your approval when the Front-End Analysis is completed.
3
Pilot
For larger groups, piloting the new Call Flow is essential.
It ensures the Call Flow works as intended, or changes and adjustments are made until it is correct. A pilot of several reps over several days will provide everything needed to know for sure the Call Flow is working effectively. A pilot also provides data so you know the new skills are benefitting you. Before / after analysis will tell you about average call length, numbers of calls taken/made, improved responsiveness from customers, single-call resolution, sales increases, etc.
4
Training Build
Another benefit of the Call Flows we make? They facilitate a faster and more effective training build.
Each module or section will train one of the Call Flow skills (e.g. The Call Opening). Every bit of content in the module is designed to prepare your team to learn and effectively deliver that skill set. During the training, we rigorously role play so each participant is fully equipped to go back to the phones and immediately use their new skills.
5
Management Reinforcement, Call Listening and Coaching
Our secret weapon at CCTS is the management reinforcement piece.
We train up your leaders to be strong, accountable communicators and excellent coaches. We can even customize your Management & Coaching course to your leaders’ specific needs and challenges. This is the final piece, and vital to success. Once the training is delivered, management support either makes or breaks the initiative. We do not like to take chances. Invest in your leaders and you could be the next “wild success story.”
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Do you have a specific need or challenge that you would like help with? Please share that information with us and we will respond quickly.
