Goodbay has put in the processes to ensure the execution behind the strategy is smooth, painless and requires minimal time and effort from our clients. The three areas of focus for a successfully executed relationship are:
Training
Telephone Integration
Systems Access & Integration
Once the systems and training are in place and the calls are being fulfilled, we track the performance of our staff and the project to ensure that the metrics we agreed to for a successful project are being met or exceeded and that you are satisfied with the relationship.
Click here to learn more about our Performance Metrics and we deliver Quality Calls.
We Execute Rapid Training & Ramp-Up
The focus of the Training component is to make it fast and easy for you to ramp our agents up.
- For Outbound Customer Acquisition and Salesforce Outsourcing, we have
the experienced sales staff and scripting methodology to ensure a successful project, as we have done for many other clients.
- For Inbound Customer Care or Customer Acquisition, depending on your
existing training programs, we can reduce time to execution by implementing the following process:
- Take your training materials, product catalogs and manuals, company information and Frequently Asked Questions, and allow our agents to read and learn the information by themselves. Given their strong academic backgrounds and intellectual capacity, they will be able to learn a good portion for themselves
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Our staff can listen in on your existing staff and practice mock-calls with your call center agents. This methodology has allowed our staff to ramp up on how to handle the calls very quickly. They already have the pre-existing in sales and customer care call-handling, so combined with their self-learning on your products and customer questions, along with the role-play calls, the staff is able to execute competently very quickly
- We assigned an experienced and dedicated trainer to assist in the training process. He or she will oversee the ramp up process, the agents proficiency in call-handling, and overall quality of the execution.
| By combining these Training Processes, we will have your inbound or outbound team ramped up to the level they need to be in rapid time and with little effort from your side |
Learn more about our Training Methods here
Other elements of the set up process for inbound clients include the Phone Integration & Systems Access.
Learn more about our Systems Access & Integration here
Learn more about our Telephone Integration here
