My Transcom Experience

Author: Fidel Rodríguez

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How Master Class programs improve customer service and increase sales

Good teamwork implies that everybody can learn from his or her teammates, jointly creating and delivering an extraordinary service to our clients. That’s why Transcom San Fernando has developed training programs where the best agents in terms of performance can share their experiences with all colleagues so that they won’t just achieve their objectives, but also reach higher sales figures:

“We know that you are good, but we also know you can be better! That is why we have prepared the… Master class!!!”

One of our master classes at Transcom San Fernando

These training courses, named ‘Master Class’, are led by experienced and successful sales agents who share their knowledge about best practices with the participants. During these 60 sessions, we covered the hardest customer objection cases we have found in our daily work, with the ‘Master’ offering new approaches to addressing said objections based on his or her experience. In this way, participants learned new tools to overcome possible barriers and achieve better sales results.

Once we analyzed the pilot program and the obtained output, we decided to extend the program to all agents in the same situation, certain that with this little push they will be able to reach new objectives. In fact, since we launched the Master Class program, we have improved our sales ratio by fifty percent.

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