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Key Tele Services Capabilities Presentation 2011

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KEY TeleServices Consulting provides various contact center consulting services including operational reviews and assessments, new contact center design and development, interim management, telemarketing vendor management, quality assurance programs, and training services. They offer script development and labs. Their services include on-site reviews of processes, technology, HR practices, training, QA practices and finances. They assist with new center design including site selection, technology, facility design, organizational design, and staffing. KEY has experience in interim management, vendor management, call monitoring, mystery shopping and custom training programs. They have clients including MasterCard, US Electronics, BI Performance/AT&T, ICT Group/Dell, 360CRM/Comcast Cable, 360CRM/Time Warner

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KEY TeleServices Consulting Contact Center Consultative Services
KEY TeleServices Consulting Consultative Services Contact Center Solutions Operational Review & Assessment Program New Contact Center Design & Development Interim Management Telemarketing Vendor Management Quality Assurance Programs Training Services Script Development and Script Lab
KEY TeleServices Consulting Contact Center Solutions Operational Review & Assessment Program On-Site Review of the following at Existing Contact Center: Processes & Documentation Technology Utilization Human Resource Practices Training & Representative Communication Quality Assurance Practices Call Center Financials
KEY TeleServices Consulting Contact Center Solutions New Contact Center Design & Development Site Selection Technology Selection & Implementation Facility Design & Furniture Selection Organizational Design Staffing, Compensation & Employee Relations Strategies
KEY TeleServices Consulting Contact Center Solutions New Contact Center Design & Development (continued) Employee Recruitment & Hiring Contact Center Policies & Procedures Development of Performance & Quality Assurance Procedures Training Program Development & Delivery Post Start-Up Guidance & Assistance
KEY TeleServices Consulting Contact Center Solutions Interim Management Fulfillment of daily operational or account management responsibilities
KEY TeleServices Consulting Telemarketing Vendor Management Service Bureau Selection Script Development & Report Design Procedure Documentation Training Program Development & Delivery Program / Campaign Start-Up Management Daily Program / Campaign Management Post Program Analysis & Recommendations
KEY TeleServices Consulting Quality Assurance Services Call Quality Monitoring for: Product Knowledge Sales / Service & Communication Skills Telephone Etiquette Script Adherence Disclosure Compliance
KEY TeleServices Consulting Quality Assurance Services Mystery Shopper Evaluation of: Customer Reception & Rapport Needs Identification Professionalism Product Knowledge Cross-Selling Capability Closing
KEY TeleServices Consulting Training Services General Customer Service / Telemarketing Skills Specific Program Representative Training Supervisory / Leadership Skills Cold Calling & Closing Skills for Sales Representatives Effective Decision Making for Call Center Leaders Customized Skill Based or Product Knowledge Programs
KEY TeleServices Consulting Script Development & Script Labs Customized Telemarketing Script Development for Specific Products or Services. Script Lab Experience Creative Telemarketing Script Development Process through Live Testing in a Controlled Environment using Tenured Representatives.
KEY TeleServices Consulting Clients MasterCard International U. S. Electronics, Inc. BI Performance / AT&T ICT Group / Dell Computer 360CRM / Comcast Cable 360CRM / Time Warner Cable Eaglemark Financial Services
KEY TeleServices Consulting Contact John J. Welsh, President 267- 481-0355 [email_address]

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Key Tele Services Capabilities Presentation 2011

  • 1. KEY TeleServices Consulting Contact Center Consultative Services
  • 2. KEY TeleServices Consulting Consultative Services Contact Center Solutions Operational Review & Assessment Program New Contact Center Design & Development Interim Management Telemarketing Vendor Management Quality Assurance Programs Training Services Script Development and Script Lab
  • 3. KEY TeleServices Consulting Contact Center Solutions Operational Review & Assessment Program On-Site Review of the following at Existing Contact Center: Processes & Documentation Technology Utilization Human Resource Practices Training & Representative Communication Quality Assurance Practices Call Center Financials
  • 4. KEY TeleServices Consulting Contact Center Solutions New Contact Center Design & Development Site Selection Technology Selection & Implementation Facility Design & Furniture Selection Organizational Design Staffing, Compensation & Employee Relations Strategies
  • 5. KEY TeleServices Consulting Contact Center Solutions New Contact Center Design & Development (continued) Employee Recruitment & Hiring Contact Center Policies & Procedures Development of Performance & Quality Assurance Procedures Training Program Development & Delivery Post Start-Up Guidance & Assistance
  • 6. KEY TeleServices Consulting Contact Center Solutions Interim Management Fulfillment of daily operational or account management responsibilities
  • 7. KEY TeleServices Consulting Telemarketing Vendor Management Service Bureau Selection Script Development & Report Design Procedure Documentation Training Program Development & Delivery Program / Campaign Start-Up Management Daily Program / Campaign Management Post Program Analysis & Recommendations
  • 8. KEY TeleServices Consulting Quality Assurance Services Call Quality Monitoring for: Product Knowledge Sales / Service & Communication Skills Telephone Etiquette Script Adherence Disclosure Compliance
  • 9. KEY TeleServices Consulting Quality Assurance Services Mystery Shopper Evaluation of: Customer Reception & Rapport Needs Identification Professionalism Product Knowledge Cross-Selling Capability Closing
  • 10. KEY TeleServices Consulting Training Services General Customer Service / Telemarketing Skills Specific Program Representative Training Supervisory / Leadership Skills Cold Calling & Closing Skills for Sales Representatives Effective Decision Making for Call Center Leaders Customized Skill Based or Product Knowledge Programs
  • 11. KEY TeleServices Consulting Script Development & Script Labs Customized Telemarketing Script Development for Specific Products or Services. Script Lab Experience Creative Telemarketing Script Development Process through Live Testing in a Controlled Environment using Tenured Representatives.
  • 12. KEY TeleServices Consulting Clients MasterCard International U. S. Electronics, Inc. BI Performance / AT&T ICT Group / Dell Computer 360CRM / Comcast Cable 360CRM / Time Warner Cable Eaglemark Financial Services
  • 13. KEY TeleServices Consulting Contact John J. Welsh, President 267- 481-0355 [email_address]