Telesales Management Training

Call center managers must juggle multiple roles, from communicating effectively with staff to supervising the mechanics of a call center. Telesales management training prepares call center managers to handle these responsibilities effectively.

Identification

Telesales management training is most appropriate for call center managers or owners who wish to learn how to launch a new call center or manage an existing one. Training covers three essential areas: effective communication, call center business models, and how to measure and improve performance.

Features

Telesales management training coursework covers communication intelligence, planning messages, message structure, message delivery, and how to plan and run an effective sales meeting. Managers also learn how to improve call center business functions, such as sales force retention and finding and managing sales leads.

Significance

Telesales is a constantly-changing environment. With Do Not Call registry legislation and the fact that consumers and business professionals have access to more information and more choices, managers must work hard to find the right balance of marketing, business models and the personnel required to meet sales quotas.

References

• Wharton: Effective Call Center Management--Evidence from Financial Services
• The Resource Center for Customer Service Professionals LLC: Call Center Training and Certification Courses by Location
• Purdue University Press: Call Center Training Video, Tape 7--Stress Management (Video)