About

Training in traditional contact centers is often hampered by the sheer number of trainees and the ratio of employees to trainers. This challenge is made more complex by increasing demands for higher level consultative sales skills and attrition. As a result of client audits and consultations Anilor has determined that many telesales agents:

• Are consistently unable deflect initial resistance in a call.
• Are unable to engage prospects in discussions about business needs.
• Don’t effectively leverage value propositions, and
• Fail to connect with prospects because they attempt to fulfill (sell) before they discover why a prospect would want to buy a product or service.

Anilor Telesales Training simplifies and compresses the telesales training process with multimedia telesales training that is available 24/7/365. The consultative Discovery/Fulfillment® Discipline provides a foundation of skills that agents can apply to engage prospects and increase sales conversions.

Discovery/Fulfillment helps agents eliminate common barriers and errors that diminish sales effectiveness.

Traditional customer service contact centers are sales forces waiting to be unleashed. Anilor Discovery/Fulfillment® Customer Service and Sales Training offers on-line and blended training models that address multiple levels of customer service and selling challenges. If you answer yes to any of the following questions, Anilor can help you meet or exceed your business objectives. 

• Do you want your reps to be order generators as well as order takers?
• Do you want your inside sales or customer service reps to seek out and more effectively close cross-sell and up-sell opportunities?
• Are your reps comfortable with in-bound transactional sales but intimidated by outbound consultative telesales?
• Do you want your contact center to generate more profit?
• Are you losing sales because of poor customer service and limited selling skills?

To meet future demands, contact centers must be better able to prepare their agents to address ‘families’ of products within a vertical market, or to rapidly adjust their workforce to serve clients within different vertical market segments. Consultative sales techniques that attend to the specifics and nuance of products and services within various vertical markets are becoming more critical. The Anilor Vertical Market Architecture© delivers courses that target major market segments by incorporating market specific and custom client case scenarios.

Multiple versions for various vertical markets to help you serve more clients better and faster.

Courses for targeted vertical markets include:

• Telecom
• Office Products
• Financial
• Technology (hardware)
• Technology (software)
• Pharmaceutical/Medical
• Travel and Hospitality
• Education and Training
• Agribusiness

Speed of implementation and adaptation to new clients or sales campaigns demand flexibility and agility. Indeed, many CRM and contact center outsourcers pride themselves on swift deployment. The demand for such services is growing both domestically and globally. Anilor's on-line and vertical market specific courseware provides required flexibility and rapid deployment capabilities.

Swiftly respond to deployment challenges locally and globally.

Shifting from a traditional billable hours (# of contacts) pricing strategy to a performance based pricing model suggests a greater focus on quality, while maintaining acceptable quantity. Pay-for-performance models may initially motivate agents, but performance will not be maximized and sustained unless agents apply effective sales tools. Anilor focuses on vertical markets and custom components to provide ‘real world’ training environments and to ensure skills learned are more immediately transferable when agents begin making calls, regardless of the industry or market segment.

Go beyond a focus on quantity to a drive for quality and stronger, longer term customer relationships.

Although there are many forces that contribute to attrition at a contact center, inneffective sales of customer service training can stifle productivity and lead to employee dissatisfaction. Agents will be more likely to stay in a position if they are provided with the tools needed for success. When an enterprise adopts Anilor Discovery/Fulfillment Telesales training, time to proficiency can be shortened and retention of key employees enhanced.

Improve retention by providing sales tools that work.