Call centers often yield a return on investment of 20 percent or better and have such an impact on the bottom line that they are sometimes considered to be profit centers with their own income and growth targets for the top line. Effective use of call centers has enabled organizations to expand the reach beyond traditional marketing tools such as advertising, promotions, and personal sales.

Program Overview

Researched and developed by Wilson Learning, Inbound Sales Excellence (ISE) is a compelling customer-service program that dramatically improves how call center agents create value for organizations. It helps participants clearly communicate their competence and establish credibility with customers, who in turn will be more likely to respond to questions, accept the agent’s recommendations, and remain loyal over the long term. During this 2 day workshop, participants will focus on the following key learnings:

The Customer Experience
How to understand the customer’s perspective and what keeps a customer loyal over time and learning to balance call performance measures against the need for high quality customer interactions.ise model

Guiding the Call
How to identify the elements of professionalism to increase customer confidence and earn the right to ask questions and make a recommendation and understanding how to practice “reading” and responding appropriately to customers’ verbal cues.

Discovering Needs
How to use questions that explore the customer’s use of your products and services and how to center on details and more specific information to summarize a good understanding of the customer’s situation.

Providing Solutions
How to use a four-step process for making a recommendation and understand how to implement a five-step process for answering typical technical questions asked by customers.

Finalizing the Sale
How to handle objections, uncover real concerns, and respond to customer resistance, while learning how to use an assumptive closing attitude to complete the sale and close the call.

Enabling Improved Performance
Inbound Sales Excellence (ISE) can be enhanced by application, reinforcement, and support tools. During the course, participants will be given checklists that will ensure program implementation. These checklists can be used after the program is completed to continue implementation of the methods learned. ISE also has a manager component to help call center supervisors learn to coach to the skills the agents learn. Enabling supervisors to support agents and holding them accountable is critical to successful implementation of ISE.

Programs Benefits

The Customer Experience
Know what makes a good call experience and how to build customer loyalty.

Guiding the Call
Be able to quickly communicate confidence and establish credibility so your customers will stay on the phone and respond more comfortably to questions.

Discovering Needs
Be able to use a four-part strategy that has customers willing to share information that helps you add value and create customer loyalty.

Providing Solutions
Be able to make compelling solutions, effectively respond to customer objections, and close the transaction.

Finalizing the Sale
Be able to close the call or sale in a way that leaves your customers with strong, positive feelings about doing business with the organization.

Program Details

Session Length:  2 Day Programs available
Participant Materials:  Participant Guide, job aid card, eLearning follow-up modules

The five module ISE program is typically delivered in a classroom setting but can be delivered in a blended classroom and electronic approach. NuVue Business Solutions works with your team to identify your business needs to ensure the delivery of the program targets your business challenges and objectives. Program content can be customized based on your business model.

Contact NuVue Business Solutions at 800-688-8310 or 919-562-5599 to see how we can help develop your Sales Team and produce business results.

Inbound Sales Excellence Fact Sheet

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