Step #1: Power Launch Training
The program begins with an initial Power Launch Training. There are two types of trainings: 1. In-Person, where we come to your company for a full 4-hour training. 2. Webinar, where your team interacts with a trainer live via webinar for 1.5 hours. The purpose of both trainings is to introduce the Power Certification Program, the materials for training, our trademarked Pattern for Excellence curriculum, and set the right expectation for what we are looking to hear over the phones.
Step #2: Power Coaching
Your company will then be assigned a Power Coach to start training your call handling team one-on-one over the phone. Each member on your call handling team will have two coaching sessions per month. These sessions last approximately 30 minutes where your team will learn and practice principles of phenomenal customer service from our Pattern for Excellence with their Power Selling Pros coach. We have accumulated an extensive call library with example from the best in the industry that your call handling team will learn from.
Step #3: Call Monitoring and Reporting
Step #4: Get Power Certified
The Power Certification Program guides call handling teams through 4 levels of certification. At the end of each level, they will be required to meet certain requirements and pass a pass off test in order to move on. Once they reach the 4th level, they officially become Power Certified and receive a professional certificate recognizing their achievement. To become Power Certified, a call handler must demonstrate superior call handling abilities as learned in the coaching and maintain an 85% booking rate.