Strong Analysis Ability:
Did you know that most training requests are made for issues that cannot be solved by training? It's true. Most people think, "fix it with training," when they are really dealing with performance problems like motivation, lack of proper staffing, poor technology, lack of job aids, lack of accountability or process problems. We will be up front when we work with you. If our training can make the difference, we will explain why. If our training can't solve your performance problems, we will tell you that and make suggestions on how to make those improvements, usually without any training at all.

Excellent Instructional Design Background:
We know how to develop training that gets results. There is a simple method for effectively developing training (once you know for sure that you even have a training need). Unfortunately, most trainers and developers don't use it or know about it. We start by identifying best practices in the real workplace. Through observations, analysis, interviews and research we identify the best way to handle each step in a process (e.g. handling caller objections). From there we create the role play exercises that require participants to demonstrate these best practices (processes). Finally we build the training (instruction) that shows them how to perform each skill. When they demonstrate, through role plays, they will be doing exactly what they should be doing on the phones when they return to the call center floor.

What is the other, less successful method of developing training?
The most common way to do it is to ask a bunch of trainers to sit in a room and "brainstorm" what the training topics ought to be. From there they organize the topics into sections, prioritize the sections and write the instruction. The role play exercises (if any) are created at the end. This design method gives you lots of "nice-to-know" training content, not "need-to-know."

Great Tools for Your Trainers:
Take a look at the Own Telephone Sales Mastery Page and discover just how easy we make it for your trainers to learn to train our courses. From thorough instructor manuals to great media and an excellent four-day instructor certification, we help your trainers hit the ground running.

Flexibility:
This may be our clients' top reason why they like working with us. When a client has a better way, or a great idea, or a suggestion, we always try to incorporate it and modify the way that we roll out the training. This results in happy customers that contribute to our content. It also results in our training staying up-to-date and cutting edge.

The Right Experience:
The people of the Florida Corporate Training Center have successful sales backgrounds, not just training backgrounds. Our president, Mark "Mo" Bellio, achieved President's Club (top 5% of company in sales results) five straight years when selling at Sprint. He culminated this effort by achieving number one in the company, against 1200 other account managers for the year at over 800% of sales quota. We know selling and we're good at it. Your future trainees can rely on our methods because we've employed them ourselves to become top sales people.

Appreciation For The Call Center Culture:
We love call centers and we know how difficult it can be to work in one. We know that most people on the call center floor are overworked and some are underpaid. (What's that old quote? "The toughest year I ever spent was a week in the call center." Or is it, "The toughest winter I ever spent was a summer in San Francisco." It is one of those.) Although we have had great results, we are well aware that you can't just take a face-to-face sales course and make a few changes. Call centers need tools that were designed for call centers, in call centers, and have been proven to work in a variety of call centers.