New eLearning Course Helps Call Center Agents and Managers Transform Service into Sales

Omega Performance’s call center sales training eLearning course, Turning Service Into Sales Online, enhances a staff’s ability to transform routine service requests into profitable sales opportunities.

CHARLOTTE, NC, August 1, 2006 -- Omega Performance announced today the availability of a call center sales training program, "Turning Service Into Sales Online." The interactive eLearning course gives call center agents and their managers the skills and tools they need to expand customer conversations beyond the point of a customer’s initial service request. As a result, employees deliver increased wallet share, deepen customer relationships, and improve customer loyalty.

The eLearning course was developed by Omega Performance’s call center and technology-based learning experts to meet two growing demands of the call center industry: (1) delivery of a dynamic experience that exceeds customers’ expectations and satisfies their needs and (2) flexible, cost-effective training to develop agents’ sales and service skills in delivering that high-caliber experience.

"Results-driven companies recognize the potential of each customer contact," said Anne Ivey, Omega Performance senior vice president and contact center director. "They need to deliver unparalleled customer service while exploring sales and referral opportunities. This program can help a call center shift more quickly from being a cost center to a profit center."

Caroline Gray, Omega Performance director of technology-based learning adds: "With Turning Service Into Sales Online, companies can train one employee at a time or the entire call center. Just four hours long, the program is accessible 24-7. This enables employees to maximize downtime by training during periods of low call volume. Recognizing that trainees may be interrupted by customer calls, the program bookmarks progress in the course and returns them to their point of departure upon return."

To improve employees’ sales and service skills and increase retention, 75% of the eLearning course is interactive. An avatar—animated narrator and online coach—guides trainees through the program’s six modules and provides immediate audio feedback to their course responses.

The call center sales training course features additional skill-building components including a record and playback capability and multiple customer simulations for applying skills in actual on-the-job situations. A cumulative exam offers the opportunity for both the company and the trainee to confirm mastery of the course material.

Turning Service Into Sales Online can be implemented as stand-alone training or as part of a more comprehensive blended solution with other Omega Performance call center sales training, consulting and coaching programs. To learn more about Turning Service Into Sales Online and take a complimentary demonstration, visit www.turningserviceintosales.com.

About Omega Performance
Omega Performance has enabled more than 2,500 firms worldwide to drive and sustain improved business results. The company is a wholly owned subsidiary of Informa plc (INF on the London Stock Exchange), the leading international provider of specialist information and services for the academic and scientific, professional, and commercial business communities. Informa has over 150 offices in more than 40 countries and employs over 7,000 staff around the world. Omega Performance is headquartered in Charlotte, N.C., USA, with major offices in Australia, Canada, China, Greece, Nigeria, Singapore, South Africa, and the United Kingdom.