Description

This training allows call center managers or team leaders to develop the skills necessary for managing call broadcasts. It covers all themes related to telephone prospecting, from campaign preparation to activity monitoring and assessment.

Who is this training for ?

For whom ?

Managers, supervisors, team leaders in charge of running outbound call campaigns (commercial campaigns, awareness campaigns, appointment making).

Prerequisites

Experience in team management.

Training objectives

Frame the organization and launch of the call campaign

Present the challenges and objectives of the campaign to your team

Lead, motivate and monitor your team in the deployment of the campaign

Build the monitoring dashboards and reports

Communicate the results of the appeal campaign

Training program

• Prepare your issuance campaign in advance
  • Know the company's objectives for the campaign and translate them into its structure.
  • Build a tool for monitoring collective and individual results.
  • Get to know of the file, check it and determine the target.
  • Organize the campaign according to planning and calibration of resources: impact measurement.
  • Choose the right profiles to boost the campaign .
  • Practical work Building an argument/interview script.
• Present the campaign to the teams and monitor the results
  • Present the campaign, its issues.
  • Reminder of campaign management instructions.
  • Work on the hook phase, handling objections and validation of the proposal.
  • Be transparent about expectations and follow-up.
  • Plan a "competition" argument.
  • Practical work Simulation presentation of the issues and objectives of a campaign during a meeting.
• Lead your campaign on a daily basis and support your teams
  • Importance of launching the campaign with the manager's field presence.
  • Monitoring call transmission slots: management by Marguerite.
  • Know how support the sharing of experiences.
  • Set up field relays (level 2 advisors) when the local manager cannot be present.
  • Create and bring to life commercial challenges during the campaign.
  • Practical work Simulation of the start of a campaign in the field.
  • Joint debriefing with the trainer on the role of the manager.
• Set up activity monitoring and control progress reports
  • Carry out individual monitoring or a "zoom" on individual production.
  • Do the maximum to create homogeneity and equal investment on the part of all employees.
  • Program progress reports and communicate them to the team.
  • Include qualitative aspects.
  • Practical work Construction of daily dashboards for campaign monitoring.
• Summary at the end of the campaign
  • Quantitative assessment of the campaign (number of advisors concerned, hourly volumes.).
  • Qualitative assessment (reception of the campaign by customers or prospects, feelings of employees.).
  • Know how to use the results of outgoing call campaigns to enhance employee follow-up.
  • Practical work Reflection on the elements that must be communicated to the team.
  • Construction of results/reporting of outgoing call campaigns.