Telefonica Cross Selling


New model of customer service for Telefonica business in brasil.

Challenges

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Diagnose gaps and training by functional skills to the professionals over 6 “islands”.

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Create teaching manuals & complete training packets.

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Develop and monitor internal processes of selection and promotion.

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Train and Develop Internal Instructor Training in pedagogical techniques for teaching adults.

Achievements

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Master planning: Identified and Structured  functional process of the whole Care Operation and Cross Selling of Telefonica’s Business in Brazil.

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35 instructors trained in LATAM Training’s AcceleratedAdult Learning Methodology.

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Training of Supervisors and Quality Monitors – over 2000 professionals worked on the process.

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Creating the teaching pattern plan for all the “islands” of Attention.

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Optimization of the Training time  and incorporation more practical hours.

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Significant improvement of TMO and trained Sales Operators.

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More than 25,000 tests performed in the Web Platform for Knowledge Management.


Partner

Telefonica, one of the largest companies of fixed and mobile telecommunications in the world. Operating Globally. Also one of the leading service providers for Call Centers in the world.

Project

CATS Project for Improvement of the Central Selling Attention and cross Telefonica business in Brazil operated by a service provider. It also creates a new model of Training Functional Skills for over 2000 professionals.