Sale Leadership & Offshore Contact Centre
Markham, Ontario, Ca
I travelled to Bangalore, India responsible for the Operation and implementation of President Choice Financial Insurance. Created training manuals on rapport building, empathy, objection handling and asking for the sale. Conducted training sessions on a daily basis and weekly basis. Analyzed agents and categorized by strengths and weakness to make training more effective. Used communication skills to deal effectively with staff within department in order to provide training information and to ensure that staff are trained appropriately. Utilized knowledge of adult education, prepared and presented training material. Increased rapport building by 49%, product knowledge by 19.6%, asking for the sale and objection handling by 40.3% and creating a favorable experience, by 28.1%. Trained agents on actively staying focus with promotions and benefits that can help customer, thus achieving the highest excellence in service.