EPRO TELECOM Was Invited by a Leading Telecom Service Provider in Hangzhou to Organize Effective Basic-Level Management Training; Fundamental Management Skill for the Customer Service center Was Remarkably Strengthened

Aiming at increasing the service capability of the call center, enhancing customer satisfaction, and exploring strategies for sales effectiveness, a leading telecom service provide in Hangzhou invited EPRO TELECOM to conduct a series of training courses for their customer services representatives and management. EPRO TELECOM organized a three-day Effective call center Management Training for the basic-level management of the company.

Being a leading provider of professional call center outsourcing services, training and consultancy, EPRO TELECOM provided targeted, all-round training courses and on-site supervision for the company by putting high emphasis on the basic level management in the customer service center and selling skills. This Effective call center Management is one of the training courses over the whole series of training customized to our client. Led by Epro's professional who shared our practical and solid call center experience in management to the company, the atmosphere of the training course was surprisingly interactive and delightful.


EPRO TELECOM Organize Complaint Handling Skills Training for a Leading Telecom Service Provider in Shanxi to Enhance the Complaint Handling Efficiency and Service Level of the Customer Complaint Handling center

In order to train up the customer service representatives of the Customer Complaint Handling center of a leading telecom service provider in Shanxi for mastering complaint handling skills so as to enhance overall complaint handling efficiency and service level, EPRO TELECOM was invited to provide the company a Complaint Handling Skills Training.

Scopes of the four-day training included "Implementation of Complaint Management, Basic Skill of Complaint Handling, Customer Emotions Handling, Serious Complaint Handling Skills, and Psychological Analysis of Complaint". Explicit elaboration of concepts, interactive in-class activities, voice logs sharing, and practical case studies were designed to correspond to the customer center environments that participants successfully acquired the advanced and useful skills of complaint management and handling.

After the training, participants expressed that they were more confident in work, as the training has equipped them staff with effective complaint handling skills and in turn helped the company to raise their complaint handling efficiency and professional quality of service.


EPRO TELECOM to Provide Integrated Skills Training for a Leading Telecom Service Provider in Anhui of Increasing Service and Telemarketing Capabilities of Customer Service Representatives

In order to deliver high quality of service and increase selling capabilities, a leading Telecom Service Provider in Anhui strategically plans to increase the performance quality among staff. Therefore, EPRO TELECOM was invited to organize "Integrated Skills Training" for the company’s customer service center so as to raise the Key Performance Indications (KPIs) of the center. The content of the three-day training fell into six focused areas - customer affinity standard, communication skill, complaint handling skill, quality of service management, telemarketing cross-selling skills, and skill of designing telemarketing scripts, etc. Such innovative and fresh service concept and standard, communication and telemarketing skills would definitely help the customer service representatives of our client to improve the service level and strategically seek selling opportunities in each service processes. Through practical role-play sessions, case studies on voice recording, and interactive games, each participant gained a lot of insights including the directions of achieving high quality of service and the best ways of performing outstanding telemarketing skills.


EPRO TELECOM to Conduct an Outsourcing Management Training for a Leading Telecom Service Provider in Shanxi

In order to fulfill the exquisite demand on managing outsourcing services, EPRO TELECOM was invited to organize an 'Outsourcing Management Training' for the management of different call centers of a leading telecom service provider in Shanxi, helping the company identify the most efficient and effective ways to begin outsourcing business by leveraging resources and functions in the existing call center operation. Led by Epro's professionals, the two-day training was designed to cover comprehensive topics for starting up outsourcing business including business development plan, pre-sale planning, 7 steps of successful selling, post-sales management, customer relationship management, case studies about outsourcing services. Taken the current outsourcing trend in the China market and the nature of our client into consideration, professionals of EPRO TELECOM carefully designed a new and unique outsourcing service strategy for the client and brought new concepts and business directions for participants so as to further enhance their service level and attain a streamlined and efficient management to cope with their business growth.


EPRO TELECOM conduct a 'Customer Relationship Management Training' for a Leading Telecom Service Provider in Shanghai

When demand for quality and differentiated product and services are surging, enterprises must own competitive advantage to strengthen customer relationship in order to retain business. Knowing what customers really need and mastering the ways of building higher customer loyalty and maintaining close customer relationship are the significant drivers to provide high quality of customer service to customers.

EPRO TELECOM was invited to offer a Customer Relationship Management Training to a leading Telecom service provider in Shanghai, to strengthen the concept of customer relationship management (CRM) among its management and implement effective CRM in the company. The focus of the two-day training included successful CRM strategies and planning, customer information management, customer retention and maintenance, and integrated programs analysis and evaluation. Participants expressed that the training was very insightful especially in the discussion sessions of customer data management, how to dig out accurate figures in business process, and to set business strategies.


EPRO TELECOM to Provide 'Service Skill and Capability Enhancement Training' for the Intelligent Network of a Leading Telecom Service Provider in Dongguan

With increasing business growth and rising commitment in providing higher quality of service to customers, a leading telecom service provider in Dongguan invited EPRO TELECOM to provide a two-day 'Service Skill and Capability Enhancement Training' for the customer service representatives of its Intelligent Network in order to further enhance their quality and competence on service handling. The objective of this two-day training is to identify new strategies to further facilitate customer service and improve efficiency. Riding on the detailed analysis on our client’s Intelligent Network about its workflow and every job role ranging from hotline manager, quality assurance working group to customer service representatives, EPRO TELECOM helped participants to master their communication skills and increase their problem-solving capabilities.


EPRO TELECOM was Invited by a Leading Telecom Service Provider in Kunming to Organize Inbound Telemarketing and Customer Service Skills Training; Further Enhance its Service Level and Telemarketing Capability

Aiming at implementing high targeted telemarketing campaign and providing personalized customer service for customers, a leading telecom service provide in Kunming invited EPRO TELECOM to hold a six-day Inbound Telemarketing and Customer Service Skills Training for its customer service center, further enhancing its service level and telemarketing capability. Scopes of the six-day training included “Critical Success Factors on Customer Affinity, Communication Skills, Five Steps of Inbound Telemarketing and Customer Service, Practical Skills of Telemarketing and Customer Service, Telemarketing Script Design, and Role Play sessions”. Such innovative and new service concept and standard, and telemarketing skills would definitely help the customer service representatives of the company to master the skills of inbound telemarketing and customer service. Through explicit elaboration of concepts, case studies on voice recording, the development path of inbound telemarketing and customer service, and practical role-play, each participant gained a lot of insights including the guidance of achieving high quality of service and the best ways of performing outstanding telemarketing and customer service.