Time Warner Cable
Customized Sales Training Program
Business Need:
- Transition call center agents from exclusive customer service role to combination service and sales role
- Create consistent sales process across call centers
- Provide call center supervisors the tools needed to support agents in the transition
- Ensure consistent delivery and implementation of training tools
- Deliver training efficiently in a call center environment
ABR Solution: Foundational Sales Training
- Design and develop new sales process with two supporting behaviors
- Design and develop e-learning modules to communicate skills of the new sales process
- Create classroom training sessions to reinforce skills of the sales process
- Deliver certification program for trainers
- Create implementation plan to support training delivery
Client Response:
- Certified trainers nationwide to deliver sales process training
- Trained thousands of call center agents to use the sales process
- S3 Sales Training Solution was selected by American Society of Training and Development (ASTD) to receive an Excellence in Practice citation
