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The Results Companies 2012 Partnership for Performance Conference

Date: 
2012-05-15

The Partnership for Performance Conference is presented by The Results Companies as an educational opportunity designed exclusively for CEM leaders. The conference is developed to create a relaxed, content-driven forum that enables colleagues to discuss innovative customer solutions and stay abreast of important customer experience trends.

For more information and to register, please visit www.PartnershipforPerformanceConference.com, call 678.412.6530 or e-mail news@resultstel.com.

Internal Article Reference: 
The Results Companies Announces 2012 Partnership for Performance Conference Program: May 15-17, 2012, The Ritz-Carlton, Naples FL

Training Professional - Winter Haven, FL

The Training Professional occupies a key role as the initial facilitator / leader for Results new Associates. Leading the new hire training program, teaching and validating requisite skills and behaviors are key job functions. In addition to facilitating new hire classes, the Training Professional facilitates ongoing and enhancement training and may be assigned for specialized training projects. The Training Professional is expected to maintain expert status in the areas taught, and will regularly do so by handling routine customer interactions.

Job Responsibilities: 
  • Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures
  • Assists Grad School Dean to prepare and deliver training on the floor that will improve the agents’ skills, knowledge and performance. Follows training class to Grad School when not engaged in other training.
  • Work with Corporate training to create training materials (instructor guides, participant materials, job aids) as needed
  • Gather, document and distribute clear information from updates received by corporate training and the client
  • Attend regular training meetings, respond to emails and phone calls to insure all program information is up to date and documented
  • Responsible for submitting/channeling/documenting all recommendations/revisions from the call center to the program Account Executive or Corporate Trainer
  • Monitors agent calls and agent performance to identify training gaps
  • Coordinate efforts with the Quality Team to assist in the quality improvement process of the agents
  • Participate in calibration meetings with the Client, QA and Results management team to ensure information being trained is up-to-date
  • Maintain class attendance and performance records of agents in training
  • Complete Results required Training forms (Class roster, training logs and other forms as determined on the program)
  • When class is not in session, dedicates at least 2 consecutive hours weekly to taking/making program calls to remain up-to-date and in touch with program training needs. This requirement may be increased by client requirements or business needs.
  • Keep a log of the questions that the agents are bringing up and communicate the questions/issues to the program Account Executive or Corporate Trainer
  • Find new ways to be more effective in the delivery of the training to the agents. Learn new techniques to improve classroom facilitation skills
Required Skills and Qualifications: 
  • Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence
  • Excellent written communication skills are required; must be able to write in a grammatically correct, clear and concise manner
  • Strong organizational and problem resolution skills
  • Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs
  • Experience in designing and developing training material is preferred but not required, for assisting with the development of training manuals, job aides, tests, and classroom exercises
  • Strong interpersonal skills, the ability to perform effectively as member of a team and ability to travel
  • The ability to lead teams and measure individual performance
  • Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing
  • Excellent judgment and problem solving skills
  • Ability to creatively use resources and adjust to changes quickly and professionally
  • Ability to work independently with minimal supervision, but also in a team environment
  • Strong attention to detail
  • Candidates will have a combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation. If candidate has no former training experience or education then they must complete the Train-the-Trainer Results University course.
  • One to two years progressively responsible experience in a contact center environment
  • Successful experience as a Team Leader, Mentor, and/or as a Trainer
  • Ability to work in a normal office environment
  • Ability to work multiple shifts as required
  • Work week while facilitating training may be 45-50 hours

Training Professional - Provo, UT

The Training Professional occupies a key role as the initial facilitator / leader for Results new Associates. Leading the new hire training program, teaching and validating requisite skills and behaviors are key job functions. In addition to facilitating new hire classes, the Training Professional facilitates ongoing and enhancement training and may be assigned for specialized training projects. The Training Professional is expected to maintain expert status in the areas taught, and will regularly do so by handling routine customer interactions.

Job Responsibilities: 
  • Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures
  • Assists Grad School Dean to prepare and deliver training on the floor that will improve the agents’ skills, knowledge and performance. Follows training class to Grad School when not engaged in other training.
  • Work with Corporate training to create training materials (instructor guides, participant materials, job aids) as needed
  • Gather, document and distribute clear information from updates received by corporate training and the client
  • Attend regular training meetings, respond to emails and phone calls to insure all program information is up to date and documented
  • Responsible for submitting/channeling/documenting all recommendations/revisions from the call center to the program Account Executive or Corporate Trainer
  • Monitors agent calls and agent performance to identify training gaps
  • Coordinate efforts with the Quality Team to assist in the quality improvement process of the agents
  • Participate in calibration meetings with the Client, QA and Results management team to ensure information being trained is up-to-date
  • Maintain class attendance and performance records of agents in training
  • Complete Results required Training forms (Class roster, training logs and other forms as determined on the program)
  • When class is not in session, dedicates at least 2 consecutive hours weekly to taking/making program calls to remain up-to-date and in touch with program training needs. This requirement may be increased by client requirements or business needs.
  • Keep a log of the questions that the agents are bringing up and communicate the questions/issues to the program Account Executive or Corporate Trainer
  • Find new ways to be more effective in the delivery of the training to the agents. Learn new techniques to improve classroom facilitation skills
Required Skills and Qualifications: 
  • Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence
  • Excellent written communication skills are required; must be able to write in a grammatically correct, clear and concise manner
  • Strong organizational and problem resolution skills
  • Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs
  • Experience in designing and developing training material is preferred but not required, for assisting with the development of training manuals, job aides, tests, and classroom exercises
  • Strong interpersonal skills, the ability to perform effectively as member of a team and ability to travel
  • The ability to lead teams and measure individual performance
  • Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing
  • Excellent judgment and problem solving skills
  • Ability to creatively use resources and adjust to changes quickly and professionally
  • Ability to work independently with minimal supervision, but also in a team environment
  • Strong attention to detail
  • Candidates will have a combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation. If candidate has no former training experience or education then they must complete the Train-the-Trainer Results University course.
  • One to two years progressively responsible experience in a contact center environment
  • Successful experience as a Team Leader, Mentor, and/or as a Trainer
  • Ability to work in a normal office environment
  • Ability to work multiple shifts as required
  • Work week while facilitating training may be 45-50 hours

Training Professional - Corpus Christi, TX

The Training Professional occupies a key role as the initial facilitator / leader for Results new Associates. Leading the new hire training program, teaching and validating requisite skills and behaviors are key job functions. In addition to facilitating new hire classes, the Training Professional facilitates ongoing and enhancement training and may be assigned for specialized training projects. The Training Professional is expected to maintain expert status in the areas taught, and will regularly do so by handling routine customer interactions.

Job Responsibilities: 
  • Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures
  • Assists Grad School Dean to prepare and deliver training on the floor that will improve the agents’ skills, knowledge and performance. Follows training class to Grad School when not engaged in other training.
  • Work with Corporate training to create training materials (instructor guides, participant materials, job aids) as needed
  • Gather, document and distribute clear information from updates received by corporate training and the client
  • Attend regular training meetings, respond to emails and phone calls to insure all program information is up to date and documented
  • Responsible for submitting/channeling/documenting all recommendations/revisions from the call center to the program Account Executive or Corporate Trainer
  • Monitors agent calls and agent performance to identify training gaps
  • Coordinate efforts with the Quality Team to assist in the quality improvement process of the agents
  • Participate in calibration meetings with the Client, QA and Results management team to ensure information being trained is up-to-date
  • Maintain class attendance and performance records of agents in training
  • Complete Results required Training forms (Class roster, training logs and other forms as determined on the program)
  • When class is not in session, dedicates at least 2 consecutive hours weekly to taking/making program calls to remain up-to-date and in touch with program training needs. This requirement may be increased by client requirements or business needs.
  • Keep a log of the questions that the agents are bringing up and communicate the questions/issues to the program Account Executive or Corporate Trainer
  • Find new ways to be more effective in the delivery of the training to the agents. Learn new techniques to improve classroom facilitation skills
Required Skills and Qualifications: 
  • Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence
  • Excellent written communication skills are required; must be able to write in a grammatically correct, clear and concise manner
  • Strong organizational and problem resolution skills
  • Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs
  • Experience in designing and developing training material is preferred but not required, for assisting with the development of training manuals, job aides, tests, and classroom exercises
  • Strong interpersonal skills, the ability to perform effectively as member of a team and ability to travel
  • The ability to lead teams and measure individual performance
  • Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing
  • Excellent judgment and problem solving skills
  • Ability to creatively use resources and adjust to changes quickly and professionally
  • Ability to work independently with minimal supervision, but also in a team environment
  • Strong attention to detail
  • Candidates will have a combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation. If candidate has no former training experience or education then they must complete the Train-the-Trainer Results University course.
  • One to two years progressively responsible experience in a contact center environment
  • Successful experience as a Team Leader, Mentor, and/or as a Trainer
  • Ability to work in a normal office environment
  • Ability to work multiple shifts as required
  • Work week while facilitating training may be 45-50 hours

The Results Companies Ranked as 2012 Top 50 Teleservices Agency

Brian Fallers

DANIA BEACH, FLORIDA, April 26, 2012 – Customer Interaction Solutions magazine has ranked The Results Companies as one of the Top 50 Teleservices Agencies for the third year in a row. The trade magazine, published by integrated media company TMC, has been the standard bearer of the contact center, teleservices, and CRM industries since 1982.

File Download: 
application/pdf iconPress Release_Top 50 Teleservices Agency_042512.pdf
April 26,2012

The Results Companies Launches Community Outreach Program in Obregón, Mexico

Brian Fallers

OBREGÓN, MEXICO, April 26, 2012 – Customer contact solutions provider The Results Companies kicked off its new Obregón City community outreach program at a ceremony held at the SonoraSoft Technology Park on April 14. In partnership with local police, the company announced a series of upcoming initiatives, beginning with the presentation of bicycle helmets to twenty handpicked young people to promote road safety.

File Download: 
application/pdf iconPress Release_Community Outreach Program Obregon_042512.pdf
April 26,2012

The Results Companies Announces 2012 Partnership for Performance Conference Program: May 15-17, 2012, The Ritz-Carlton, Naples FL

Diana Oreck, VP of The Ritz-Carlton Leadership Center and “2011/2012 Woman of the Year” to Keynote Program that includes Disney Institute and Forrester Research
Brian Fallers

DANIA, FLORIDA, April 3, 2012 – The Results Companies, one of the world’s leading customer experience management companies, is pleased to announced that Diana Oreck, Vice President of The Ritz-Carlton Global Learning & Leadership Center will keynote the upcoming 2012 Partnership for Performance Conference. With over 30 years of exemplary customer experience management to her resume, Ms. Oreck is responsible for setting the global internal learning strategy for The Ritz-Carlton’s 32,000 ladies and gentlemen around the world. Under her leadership The Ritz-Carlton Hotel Company, L.L.C.

File Download: 
application/pdf iconPR_2012 PartnershipforPerformanceConference_040312.pdf
April 5,2012

Inbound/Outbound Sales Coach - Corpus Christi, TX

Here we grow once again…The Results Companies has a very important need at this time for what we are calling a Sales Coach/Manager. The ideal candidate will have the abilities to: train, motivate, stimulate, educate, manage and lead a group of inbound and outbound call center agents for a specific client in Corpus Christi, Texas. MUST HAVE MANAGERIAL SALES EXPERIENCE WITHIN A CALL CENTER TO BE CONSIDERED FOR THIS OPPORTUNITY.

Job Responsibilities: 

ESSENTIAL FUNCTIONS:

• Partner with the Sales, Marketing and Training Departments to develop and implement sales training programs for agents

• Partner with sales supervisors to conduct team huddles on sales topics

• Actively promote and maintain an elite sales culture

• Conduct individual agent call monitoring to evaluate call quality with respect to maximizing sales opportunities

• Provide coaching to agents based on standards and expectations determined by our leadership teams

• Assure a positive coaching environment where agents proactively seek feedback

• Produce and present weekly, monthly and/or quarterly business reviews to the site director

• Effectively communicate with management up to executive level

Required Skills and Qualifications: 

• Must be proficient on computers as expressed in knowledge and use of Microsoft Office (word processing, spreadsheets

• Articulate speech; clear and well-modulated speaking voice

• Superb listening, probing, negotiation and de-escalation skills needed

• Must have excellent analytical and troubleshooting expertise

• Must use proper english, spelling, grammar and punctuation. Ability to type 25 WPM or more

• Must have at least 2 years experience within a call center in a sales driven environment

Inbound/Outbound Sales Coach - Galax, VA

Here we grow once again…The Results Companies has a very important need at this time for what we are calling a Sales Coach/Manager. The ideal candidate will have the abilities to: train, motivate, stimulate, educate, manage and lead a group of inbound and outbound call center agents for a specific client in Galax, VA. MUST HAVE MANAGERIAL SALES EXPERIENCE WITHIN A CALL CENTER TO BE CONSIDERED FOR THIS OPPORTUNITY.

Job Responsibilities: 

ESSENTIAL FUNCTIONS:

• Partner with the Sales, Marketing and Training Departments to develop and implement sales training programs for agents

• Partner with sales supervisors to conduct team huddles on sales topics

• Actively promote and maintain an elite sales culture

• Conduct individual agent call monitoring to evaluate call quality with respect to maximizing sales

• Provide coaching to agents based on standards and expectations determined by our leadership teams

• Assure a positive coaching environment where agents proactively seek feedback

• Produce and present weekly, monthly and/or quarterly business reviews to the site director

• Effectively communicate with management up to executive level

Required Skills and Qualifications: 

• Must be proficient on computers as expressed in knowledge and use of Microsoft Office

• Articulate speech; clear and well-modulated speaking voice

• Superb listening, probing, negotiation and de-escalation skills needed

• Must have excellent analytical and troubleshooting expertise

• Must use proper english, spelling, grammar and punctuation. Ability to type 25 WPM or more

• Must have at least 2 years experience within a call center in a sales driven environment

Inbound/Outbound Sales Coach - Provo, UT

Here we grow once again…The Results Companies has a very important need at this time for what we are calling a Sales Coach/Manager. The ideal candidate will have the abilities to: train, motivate, stimulate, educate, manage and lead a group of inbound and outbound call center agents for a specific client in Provo, Utah. MUST HAVE MANAGERIAL SALES EXPERIENCE WITHIN A CALL CENTER TO BE CONSIDERED FOR THIS OPPORTUNITY.

Job Responsibilities: 

ESSENTIAL FUNCTIONS:

• Partner with the Sales, Marketing and Training Departments to develop and implement sales training programs for agents

• Partner with sales supervisors to conduct team huddles on sales topics

• Actively promote and maintain an elite sales culture

• Conduct individual agent call monitoring to evaluate call quality with respect to maximizing sales

• Provide coaching to agents based on standards and expectations determined by our leadership teams

• Assure a positive coaching environment where agents proactively seek feedback

• Produce and present weekly, monthly and/or quarterly business reviews to the site director

• Effectively communicate with management up to executive level

Required Skills and Qualifications: 

• Must be proficient on computers as expressed in knowledge and use of Microsoft Office

• Superb listening, probing, negotiation and de-escalation skills needed

• Must have excellent analytical and troubleshooting expertise

• Must use proper english, spelling, grammar and punctuation. Ability to type 25 WPM or more

• Must have at least 2 years experience within a call center in a sales driven environment

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