Tele^®Pro is Entretel's proprietary process for analyzing your current practices, making recommendations for improvement, and creating and sustaining optimal performance.

Getting Started

The TelePro^® process starts with an e-mail or phone call from you. When you're ready to take control and manage your contact center's performance, contact Entretel, and we'll help you get started on the road to contact center excellence.  

The TelePro^® Process

The process can be as broad or as focused as your situation dictates. The full process incorporates a discovery phase, a consultive phase and an implementation phase.

Listen: The Discovery Phase 

Underlying the TelePro^® process is the identification of:

• The Strengths your call center can build on
• The Obstacles it must overcome to meet your strategic objectives
• The Opportunities you have to help your staff achieve optimal performance and maximum job satisfaction

Our consultants begin by listening, and gathering available information. We interview management and staff to form an understanding of your business environment, including its strengths, its challenges, and its unique attributes. We review printed materials such as job descriptions, promotional matter, technical training information, resource and reference material, procedures manuals, core competencies, and any other relevant company documentation.

From managers, we gain an understanding of the processes for managing each of the customer contact channels, and an appreciation of the performance objectives and training needs of those staff who interface with customers.

From staff representatives, we gain perspective on:

• The various types of inbound and outbound calls  
• Differences in approach for the situations they encounter
• Challenging situations and how they are handled
• What training might best assist them in accomplishing their job-related activities and what prior training they have received

Our preference is to gather information and staff input in face-to-face meetings. In geographically dispersed corporations, our consultant can meet with the staff at one location and collect/confirm input from other locations through telephone interviews.

 

Analyze & Recommend: The Consultive Phase

 

Our expert consulting staff will then:

• Analyze your current practices in relation to industry standards and benchmarks
• Identify opportunities for systemic improvement
• Recommend the necessary training to meet performance goals

 

Train & Support: The Implementation Phase

 

• Work with you to implement your total contact center performance management solution
• Install the training and coaching system to support achievement of your objectives

 

Contact Us

 

Contact Entretel to speak to one of our professional contact center consultants