Training Programmes

Here is an illustration of the type of programmes available – not exhaustive just for starters...

Fantastic – won a new telemarketing campaign? Time and deadlines an issue - let Clearpoint provide your end to end training solution. From initial client brief to ‘Go Live' - we can help you win and keep winning - providing all you need to ensure the successful launch of your new campaign.

In addition to training your teams, we can also provide you with a comprehensive support package – for example:

Writing and producing campaign specific support material to include
Objection handling responses
Creative questions aimed to maximise interest, impact and opportunity
Product support sheets
Frequently asked questions
Devise call evaluation measures
Coaching support
Performance audit and review – call quality and data

Select all or any of the elements – we can incorporate these into your training programme to meet the skill and experience levels of your people.

How can you encourage staff individuality with the skills to positively engage Decision Makers, maximise call conversion and create qualified sales opportunities without compromising call structure and quality measures?

Course objectives:

Create a motivational environment where your people choose success
Increase team and campaign performance
Raise conversion rates
Improve call and lead quality
Win new clients
Reduce the costs associated with staff turnover due to poor performance

Our sales model ‘Bringing it Alive' - brings together your (or client's) brand reputation, product and needs based sales skills, in a way which encourages your sales teams ‘live' the story. As a consequence, delegates learn to sell with belief and conviction thus maximising lead conversion opportunity .

This comprehensive program really gets under the skin of telemarketing and is supported by a range practical activities and handouts designed to underpin the learning process.

Whether you choose to use the program for your less experienced staff or to serve and an energising refresher for the more experienced team members - we think you'll be surprised with the results of this blended approach.

The telemarketing programme is modular in approach so if you require a half day workshop on Overcoming Objections, no problem! Select all or any of the elements – we can tailor your training program to meet your specific business needs.

Course outline:

The recipe to success – so what is the winning formula?
The power of communication – sending out the right message
Decision makers are human – no really!
Conversation skills - Building Rapport
Effective listening skills
Questioning skills
How to recognise buying Signs
Identifying implied and implicit needs
Understanding Features and Benefits
Call structure
How to overcome objections and make them work for you!
Effective Closing Techniques
Gate keeper Handling Techniques

Do your statistics reveal staff with a high Decision Maker contact and low conversion rates? Sound familiar?

Telemarketing is hard! It's surprising to learn how many telemarketers subconsciously feel their calls lack value and indeed only serve to annoy others. Some staff crave acceptance and unspoken permission from Decision Makers (Green light) before asking for business.

This course aims to unleash people's potential to sell, dispel some of the myths and raise confidence by removing some of the obstacles associated with telemarketing.

Photo data

What you do with who you know matters!

How much time does your organisation spend dealing with mis-qualified leads?

Turn your sales team into data management heroes! How many potential sales opportunities are hidden within your data? How qualified are your sales leads – do they really present maximum new business conversion opportunities?

The aim of this 1 day program is to provide your people with a range of winning data management strategies. From understanding the buying cycle, to building a pipeline for success and developing ways of recording call outcomes.

This programme can be tailored to compliment your existing data disciplines from Data Cleansing activity to appointment setting and conversion.

We can provide you with advice and support you in two key areas – Process implementation and Skills development aimed to provide your people with the skills and desire necessary to create a progressive culture of quality within your organisation.

Course objectives:

Enhance existing quality process formats
Better utilise call outcomes to drive your business forward
Develop consistency within call evaluation across the organisation
Help your people managers to identify areas for feedback and additional training support
Discover techniques mostly likely to change staff behaviours by delivering effective feedback

The customer's perception is your reality – Kate Zabriskie

We all understand the value of providing excellence in Customer Service however how confident are you that your customer facing people reflect your corporate vision of customer service in their actions and behaviours? Horst Schulz once wrote - 'unless you have 100% customer satisfaction … you must improve' – it's a big ask and without question we are all striving to achieve that goal but it's not easy with decreasing staff retention rates within our contact centres.

Drawing on our operational customer service management experience within the appliance sales and service industry we can train your front line people. In addition, we can also provide support in the development of customer service strategies.

Our customer service programme provides a realistic and practical approach to delivering customer service without the ‘fluffiness' sometimes associated with delivering great customer service – a series of real life examples (stories, complaints, compensation claims), shared experiences and practical exercises serve to underpin the learning messages.

Course objectives:-

Develop ‘a can do' but more importantly ‘want to' attitude within your people
Apply Win –Win solutions without compromising the company
Raise staff motivation and commitment levels
Reduce the costs associated with complaint management
Improve your customer service team communication skills
Explore and improve responses to written complaints
Add value to every customer contact
Reduce complaint escalations to release your supervisors and line managers to manage

We have a range of leadership programmes available, however we understand that all businesses have their own DNA and as such the training needs of your leaders will vary widely.

To be successful within today's market place the ability to build high performance teams is more important than ever.

Course objectives:

Improve leadership communications skills
To understand leadership styles and their impact
Enhance coaching skills
Provide effective feedback
Manage performance – core competencies and skills
Manage effective performance reviews
Delegate effectively
Learn how to manage conflict
Improve the effectiveness of meetings
Learn how to manage difficult people
Motivate teams towards success