How Call Center Training Departments Are Using The Assault Role Play Phone Simulator

As more call centers embrace and use the Assault Role Play Phone Simulator, they are finding unique and deeply impactful ways to make the simulator successful for their call center agents and their training department.  Call Center Today powers the proprietary Assault Role Play Phone Simulator, and it is truly driving better training and performance for call center agents.

What makes the Assault Role Play Phone Simulator pop for call center training departments and their agents?  And why is the simulator so successful in teaching agents how to sell and service more effectively on the phone?  Here are ways that Call Center Today clients use the Assault Role Play Phone Simulator to power performance in their call center:

1.  Agents who are medicore or not performing train on the Assault Role Play Phone Simulator to practice, first learning the skills and then practicing the skills they need to utilize to  become better.  Agents practice against the simulator in extremely realistic role play scenarios- not against live customers or prospects - so your mediocre agents are not wasting your data or impacting your customers. With the simulator, agents can practice forever, and every customer response is realistic and consistent so your agents get powerful practice.

2.  Managers and trainers listen to the role play phone simulator calls, and then let the agents listen.  From there, they help teach agents to sell and service better by going over the presentation.  And, the agents hear themselves and learn what they are doing right and wrong.

3.  All the real scenarios are programmed into the simulator – the objections, questions, obstacles and real flow that occurs on the calls are accurately duplicated on the simulator, so it is truly realistic.  This way, your agents face exactly the scenarios they will face live on the phone.

4.  Veteran agents who want to practice and can’t get rhythm with live customers and prospects can practice using the Assault Role Play Phone Simulator.  This allows them to refine their transition phrases; open questions; value statements; features and benefits; and closing skills as they battle against the Assault Role Play Phone Simulator.

5.  Call Centers are using the role play phone simulator for their new hire training class.  Instead of throwing the class on the phones and hoping for the best, trainers are certifying the performance of new hires before they are allowed to sell or service on the phone.  This allows the new hire class to really feel, and hear, what they will be facing live, the real scenarios and challenges.  And, it allows the new hire class to use over and over and over again the skills they learned in class, such as the questions, phrases and benefits until they are comfortable and very good at presenting.

6.  Hiring departments are having applicants go home and role play a sample script using the role play phone simulator.  From there, they listen to the calls and certify which agents sound spectacular and seem to embody the right phone communication and skills.  Those agents who sound great against the simulator are ready for the next interview.

7.  Unlimited scenarios can be programmed, as simple or complex as required.  And the Assault Role Play Phone Simulator is perfect for inbound, outbound, sales, service and help desk role play.  It can be used in many versatile and constructive ways. Some clients use the role play phone simulator to teach just transition phrases – so each time the simulator provides a question or objection to the agent it is the agent’s job to drive a transition phrase, over and over again, until it becomes a habit.

The Assault Role Play Phone Simulator is the most effective way to revolutionize training – have agents practice their presentations in a controlled and safe environment that accurately mimics real life telephone interaction.  To begin using the Assault Role Play Phone Simulator visit www.CallCenterToday.com or email MyCallCenter@CallCenterToday.com. Call 888-835-5326.

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Why The Assault Role Play Simulator Is Perfect For Pre-Employment Screening

Clients of Call Center Today are enjoying the benefits of the Assault Role Play Simulator, both for their veteran agents, their new hire team members, and even during the interview process to find the right new employees.

An ideal tool for pre-employment screening- the Assault Role Play Simulator can be utilized to ensure your applicants are qualifed! Simply have them go home or in your office, and have them role play your sample script against the simulator. All calls are recorded, and listen to the calls to see if the applicant is qualified to handle your questions, objections and obstacles. The best way to see if an agent is qualified is to hear them role play in a realistic environment against your real challenges, questions, objections and obstacles. It is the best employment tool available!

There are so many pre employment screening tools on the marketplace to identify the skills of a prospective applicant.  But, what pre-employment screening works absolutely the best of them all? 

The answer is clearly the Assault Role Play Simulator.  Powered by Call Center Today, the Assault Role Play Simulator identifies the skills of a prospective agent and allows the recruiter to completely recognize what type of skilled employee they will be hiring.  It’s simple:  The best way to know if an agent will be a success on the telephone is to listen to an agent on the telephone.  Forget tests or analysis or quizzes.  If you want to know if an agent can sell or service, listen to them selling or servicing.

The Assault Role Play Simulator allows you to hear prospective applicants sell or service your business using your script, as they battle the Assault Role Play Simulator over and over and over again. Simply give them a script, have them assault the simulator from their own home or your office, and then listen to their calls.  Your applicants will be role playing against your objections, challenges, obstacles, and questions.  If they have talent, you will hear it.  If they have skills, you will hear it.  And if they use transition phrases, tone, inflection, if they ask questions and handle objections in a warm and positive manner, you will hear it.  Their experience, or lack therof, will come through loud and clear. Now, that’s the best way to know if an applicant is good enough to represent your business on the telephone.

For more information on how the Assault Role Play Simulator can be used in your contact center, email us at MyCallCenter@CallCenterToday.com.  Or call 888-835-5326.

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The Benefits Of Role Play During Phone Training

Call Center Today’s best new technology solution is being rolled out to clients as we speak.  And, clients are deeply enjoying the rewards.  Now, when Call Center Today does telephone training, for script development and for sales effectiveness training, we incorporate inventive technology to help them learn.  This is a truly scalable phone role play simulator that we call Assault Role Play Simulator.  Phone training has never been stronger.  Role play to drive skills has never been more efficient.

Just this week, the Assault Role Play Simulator is teaching agents how to become better on the phone.  The students learn how to read the script; prepare to handle objections and obstacles; and learn how to communicate effectively during in class room and on-line training.  Then they practice, over and over again, against the phone role play simulator.  The phone role play simulator serves as customer, and the agents battle the simulator.  Best of all, the agents are battling REAL scenarios they will face live on the phone.  And they are practicing against the simulator, NOT customers.  And, every call is recorded, so after a series of practice sessions we all listen to the calls, grade them, and provide insights to the agent on how they can become better – implementing the skills we have taught them in class.

Agents are benefiting big time from the Assault Role Play Simulator. First, they are practicing new sales skills and new scripts over and over again, for hours at a time, so they actually become very proficient.  Second, they are not practicing against customers.  Third, we can hear the recordings and teach them further.  Fourth, they are practicing against the real scenarios, questions, objections and obstacles they will face on the phone.  It is totally realistic, and totally fun for the agents.  And for new hires, they benefit too.  Instead of being told what they will face, they can actually sell on the phone against what they will really face.  And, that is magical to prepare them deeply for being on the phone!

The call center agents in training are super-enthusiastic about this type of training.  They are begging for more time with the phone role play simulator.  They want to keep practicing handling every objection and obstacle. The Assault Role Play Simulator is allowing them to practice transition phrases; open questions; warm rebuttals; and selling value proposition. They are using what they learned in a very real environment before they go onto the telephone.  And, the call center agents have champions:  their managers LOVE the Assault Role Play Simulator as much as the agents love it.  The managers see the improvement in phone skills through the phone role play simulator.

For more information on the Assault Role Play Simulator and how to add the phone role play simulator for your business please email MyCallCenter@CallCenterToday.com or call 888-835-5326 x111. Visit www.CallCenterToday.com.

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THE Assault Role Play Simulator

Call Center Today is pleased to announce the next level of training.  Our proprietary ASSAULT Role Play Simulator is a deep technology learning experience to drive performance from your inbound and outbound telephone representatives. With the ASSAULT Role Play Simulator  your phone agents can practice their telephone presentation against real-life obstacles, and they no longer have to practice against your customers or prospects! Literally, they can deliver their script over and over and over again and face all the hurdles, rebuttals, objections, questions, comments, and barriers that they will battle on the phone!

For more information, please email us at MyCallCenter@CallCenterToday.com or call 888-835-5326 x111. 

The most powerful enemy of any contact center is when a representative does not effectively execute on their telephone script, or effectively present a dynamite engaging presentation based on their script objectives. Your organization spends a ton of money training and coaching representatives to follow the script or to successfully achieve goals via the phone.  This may include building consultative, needs-based phone engagement; nurturing involved presentations that spark results; and involving the caller in the presentation all the while handling questions and objections, conducting transition phrases, and implementing closes.

How effective is your current training method? Are representatives getting enough practice time to fine tune their craft? Even if you are effective, do you have a method of compliance and training to ensure the agents are presenting correctly, using the tools you provided and require from them?

Practice makes perfect and the more the representatives practice their presentations, transition phrases, handling of obstacles, questions and objections, the better they will perform on the phone.

Traditional Call Monitoring is Obsolete – We have a better way to teach agents to become GREAT on the phone.

You can have your representatives improve their sales and service skills by having them practice versus the Assault Role Play Simulator as often as they like, while they are at home or in your offices. The Assault Role Play Simulator teaches representatives to correctly follow the script each time so they become experts.  Or, if your representatives have free expression on the phone, it teaches them to handle the very scenarios they will face live!  Best of all, it throws random, practical scenarios at the representatives, so they can practice transition phrases, questions, value propositions, trial closing, and more.

Each role play session is fully recorded so your team members can evaluate and grade the representatives, than provide coaching. Sessions are easy to store, forever, for historical training purposes. And, your representatives can listen to their calls, too, so they can practice, learn, and practice again, anytime.  Use the Assault Role Play Simulator to coach the representatives and improve performance. Calibrate their role play session and teach from it. Train your representatives, then ensure they practice, practice, practice! Best of all, they can practice against the simulator, not against your customers or prospects!

Customized role play allows representatives to perfect key techniques of phone communications. You can program unlimited scenarios, and you can program all scenarios to test certain skill sets.  For instance, do you want your representatives to practice answering questions?  Then simply program the simulator to ensure your representatives will receive questions.  All objections, questions and challenges are custom designed so your agents will face real world scenarios.

Please contact Call Center Today at 888-835-5326 x111 or email MyCallCenter@CallCenterToday.com to learn more.  Call Center Today provides a scalable package of consulting solutions to complement the Assault Role Play Simulator such as script writing, sales and service effectiveness training, and on-going call monitoring, grading, training and certification.  We help you identify how to use the Assault Role Play Simulator, and we handle all programming, maintenance, and on-going training programs to ensure your representatives benefit from the practice and improve their results using the Assault Role Play Simulator.

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