PRESS

PRESS RELEASE - SPRING 05              

3C Associates use Phone Delivered Training to support call centre agents in India

3C Associates has helped telesales agents in India achieve a 20% uplift in results using 3C's unique Phone Delivered Training (PDT™).

Teleperformance India asked 3C to work with them following successful programmes with Teleperformance UK . 3C listened to a range of calls made by the agents in India and developed a phone training programme to enhance their skills. During the phone training programme the agents also gained a better understanding of colloquial language used around the UK , the pronunciation of British names and an understanding of British culture in order to make their calls more effective.

“Using a UK trainer to deliver telephone sales training to India based call centres makes perfect sense as they are being trained by someone who understands the needs and culture of the customers they are calling' says Hedda Bird , Managing Director of 3C Associates.

The phone training took place over 3 sessions each 2 hours long, with an experienced sales trainer using conference call to train the delegates in India . Phone training is not only very effective, it also saves money.

The telephone sales training programme followed a pilot scheme in the Autumn. The pilot demonstrated that the cost of the phone training programme was recouped even before the programme was complete.

For more information contact us on 01491 411 544 or by email.

ENDS

Teleperformance India are members of SR Teleperformance who are worldwide leaders in CRM and contact centre outsourcing, made up of 179 contact centres which operate 36,900 work stations in 36 countries.

3C Associates is the specialist Learning & Communications Provider –working with companies to win employees commitment to corporate goals through the provision of effective skills and tools.

PDT™ is a way of delivering behavioural and business skills through telephone and conference call. A range of clients in the financial, automotive and hi tech sectors have trained contact centre agents, field service engineers, sales people and line managers using 3C's services. On average, 3C clients have seen an improvement in performance of up to 30 per cent.