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February 04, 2008
Telemarketing Services: The Importance of Agent Training
By Stefania Viscusi, TMCnet Assistant Editor
Choosing a telemarketing services provider to partner with can be a difficult task if time is not taken to decide what your company needs, and which provider offers services that best meet those needs.
Not only is it important to understand the whole telemarketing process before selecting a telemarketing services provider, but also, it is important to find a provider that offers that can bring to customers the same dedication and intimacy as your company would.
Telemarketing Services provider, Tele Resources Inc. offers, as part of their "Understanding Telemarketing" whitepaper, a look at not only the basics of telemarketing, but also the importance that should be placed on agents when selecting a telemarketing services provider.
When it comes to choosing a telemarketing partner, focusing on the agents in that call center and how they are trained by the organization to succeed, can offer insight into whether or not it is the right choice for you.
To look more closely at agents, attrition rates can reveal details about the call center and, as TeleResources ( News - Alert) advises in the white paper, "When a turnover rate exceeds 20 percent then the call center may be hiring many agents and hoping some of them work well," while those with less than 20 percent turnover "are running careful hiring programs and working with agents to turn them into successful agents."
So what does this mean for you? Agents, who are provided with more extensive training, that is sometimes also more costly, have stronger product knowledge and customer interaction skills that help strengthen customer loyalty and brand image.
Those call centers that pay closer attention to their agents and that focus on their training, are able to reduce turn over rates and provide your customers with the kind of service that they demand.
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(source: http://www.tmcnet.com/channels/telemarketing-services/articles/19900-telemarketing-services-importance-agent-training.htm)
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