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Call Center SecretsDescription:A self-paced multi-media CD-ROM that demonstrates how Lucent’s call center software can meet a potential customer’s needs. The course walks the participant through the key steps of an installation of a fictional prospect’s call center. During this provisioning process, the user chooses appropriate features and compares Lucent’s capabilities against those of the competition. Audience:Associates who sell or provision and implement call centers, or who provide support to call center customers. Need:Lucent wanted to develop their sales associates’ understanding of call center software logic so they could ask the right questions about the prospect’s goals, create the appropriate solution, and ensure that their solution would meet the prospect’s needs and expectations. The course focuses on matching the client’s key goals and needs with Lucent’s products and on preventing sales associates from overstating the solution’s capabilities. Deliverables:A self-paced, four-hour CBT on CD-ROM created using Click2Learn’s ToolBook. Audio and video clips, combined with first-rate graphics, make this piece visually engaging and entertaining. Interactivity is threaded throughout, as learners are required to answer questions and make decisions about customer scenarios. Printable job aids are used to guide the learner through the customer interview process and the proposed call center configuration as well as DEFINITY forms, call vectoring commands, CMS capabilities, and generating and interpreting call center reports. A final mastery test is included to assess the learner’s comprehension of the material and learners have the option of printing their test scores and a certificate of completion. This training is based on a popular presentation that was created by two Lucent Call Center Specialists who worked closely with the LMC design team to ensure authenticity of the selling process. The addition of interactivity and structured learning to sound call center practices has made this training much in demand. |
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