Training

Big sales campaigns with an exponential growth in an already large number of agents tend to represent a huge challenge in terms of maintaining stable results due to the increase of turnover rates, which in turn impacts the final service’s outcome. Therefore it is necessary to strengthen all the variables that affect both our agents’ performance and the consolidation of their achievements in order to minimize their impact on the campaign’s results. These have been some of the challenges that Transcom Sevilla has faced  recently, with the growth of one of our clients.

The art of selling is never easy, and it becomes even harder when you don't have eye contact with your prospective customer. Our clients’ growth is our own. Therefore, reinforcing our commitment to continuous improvement, Transcom Sevilla recently launched its Plan for continuous improvement in sales campaigns. It's really very simple and the first lesson to learn in sales is this: “listen to your customer”.

One of the greatest challenges that companies have to face in today’s business environment is the flow of information and knowledge. In an industry like ours, where client needs often mean rapid staff increases, establishing control mechanisms that ensure an efficient and fast transfer of “know-how” is critical. This is why we have implemented a training approach in Transcom Leon, with the objective of ensuring the entire team's alignment with key objectives, ultimately leading to the delivery of an excellent customer experience.

In our center of Isla Sicilia, in Madrid, we recently launched an initiative to identify areas for services improvement, and to develop a specific plan to help our team improve our performance and create a better customer experience. One of the areas we identified was objections management. We have to focus on how we handle customer objections, pointing out to our agents that we have to rebut with energy, a smile, simplicity and effectiveness.