Courses under Measure

Feedback and flexibility

The voice as the focus on costumer relationship and service quality

Multi-cultural processes and the Call Center

Importance of the costumer experience and the impact on organization’s business

Sales excelence on costumer service

Leadership, competencies, posture and development of a team

First Impression: “Companies’ welcome card”

Face-to-Face costumer experience

Negotiating and Selling by phone

Additive Training Programs

Ergonomics’ Implementation

Value within the Organization: Total Quality

Telemarketing Agents ( Level 1, 2 and 3 on diverse roles)

Delivery Agents

Script: Development and Usage

Telemarketing Supervisor

Call Center Supervisor

How to act as a Telemarketing Manager

How to act as a manager just after being promoted

Human Beings on Operations: Recruiting, Hiring and Training

Technology: Understanding how a Central works

Motivational dynamics in Telemarketing

Database Marketing and Statistic Models on Direct Marketing

Assessment Tests: Methodologies on Direct Marketing

Direct Marketing Logistic

Ethics and Legislation

Ergonomics and Health

Labor gymnastics

Managing and Controlling an operation: inbound, outbound, internal, external

Telecommunications and Technology on Call Centers

Demystifying the technique terminology of Call Centers