Telco Staff Training: Everything You Need To Know

Despite the popularity of digital channels, physical stores will always offer the one thing that can’t be replicated online: the human experience.

Great salespeople are key to bringing this experience to life, and the stakes are high; the quality of their performance impacts how customers feel about the business, how much money they spend, and whether they will return in the future.

Unfortunately, many telcos struggle to offer compelling interactions. Faced with inexperienced employees, high turnover, and complicated products and systems, it’s no wonder that their customer satisfaction lags behind other industries.  

To be successful, telcos need to invest in their frontline staff and provide a comprehensive retail training program. The result? Top-notch teams that will delight customers and drive profitability for years to come.

Watch the videos below to learn about why telcos struggle to deliver great experiences, how to hire the right salespeople, and implement a winning training program.

Videos.

Showtime - Maplewave's training program for your retail sales force.

E-commerce has grown significantly, but this doesn’t mean the retail store is dead. Today’s customers still want to visit physical locations to interact with products and have personal interactions. But who brings this great experience to life? Salespeople do! Maplewave’s telco staff training course, Showtime, teaches participants how to build rapport and understand customers’ needs, making it virtually effortless to close the sale and develop long-term loyalty.

The 3 Reasons Why Telcos Struggle with NPS

What the heck is NPS and why does it matter? Net Promoter Score (NPS) is an evaluation of a company’s relationship with their customers. It determines how loyal and satisfied your customers are. Unfortunately for telcos, they have one of the lowest NPS scores compared to other industries. In this Telco Talk video, Will Gibson explores what exactly is causing these low rankings and how telcos can overcome them – before it’s too late.

What to Look for When Hiring Great Salespeople

While training is helpful, not every candidate will excel as a telco salesperson. By hiring the right people for the job, telcos can easily shape them into high performers. In this Telco Talk video, Will Gibson discusses the four key traits all great sales people share and how to build on these characteristics to shape your employees into superstars.

How to Develop a Successful Retail Training Strategy

Telco is a unique industry with its own idiosyncrasies and pressures. So, there’s no way you should settle for a generic training program! In this Telco Talk video, discover the five elements of a great telco training strategy and to bring them to life.

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