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Got A Question About ContactPoint?
Looking for exciting
new ways to turn your sales around? ContactPoint
has a range of customized solutions, and we're eager
to show you how our suite
of services can strengthen your team and increase
your bottom line. Simply
fill out our Request For Proposal Form, and
we'll provide information based on your company's
specific needs. Got a general inquiry about our
products and service Please
contact us, or scan the following list of commonly
asked questions for helpful answers.
Training
Click here for a General Description of our Customer Service & Sales Training Programs.
How long does ContactPoint's training program last?
It's up to you! Opt for a one-day training workshop, a weeklong onsite course, or our
immensely popular Power Training program.
Or sign up for an ongoing training program - in which our staff returns semi-annually, equipped with the very latest techniques. Choose the program that best suits your needs.
What is the training like?
Training is fun,
industry-specific, and extremely energizing. At
ContactPoint, we believe that education is most
effective when it's done in a highly interactive,
memorable way. Contact us using our Request
For Proposal Form to discuss specific techniques
to benefit your group size and type of work.
What other companies have used your training?
Both large and small companies have benefited from ContactPoint's unique sales training approach - across the nation and overseas. Some names you may recognize include Mobile Mini, Sunbelt Rental, H & E Equipment Services, Zenith Management Company, Ahern Rental, Sunstate, and others.
Can you provide training, without monitoring and coaching?
Yes, we can provide just training. However, continual call monitoring and coaching services are the only way to ensure your training program is working effectively. If you decide not to use our tracking and coaching programs, you can take advantage of our "Coach the Coach" program. We'll teach your managers the most up-to-date techniques so they can continue to reinforce positive skills in your employees.
Monitoring
Click here for a General Description of our Remote Monitoring Tools & Phone Systems.
Can you explain the legal and security implications of call monitoring?
All recording of phone calls for training purposes is legal. ContactPoint complies with all state and federal regulations regarding recording and monitoring of phone calls:
- Employees must be aware that they will be recorded.
- Most states require only one party be aware that they may be recorded.
A pre-recorded message can be put in place in states that require both parties be notified that a call may be recorded.
Do I need a special phone system for the Maculon?
No, you do not. The Maculon works on any phone system - analog or digital. You don't even need any special cables. This is particularly helpful is your phone system is located on a different side of the building than your monitoring device. Our exclusive system is equipped to access a call center's current monitoring system, or adapt to your VOIP - depending on your needs. As a uniquely patented device, the Maculon can tap into a range of systems that our competitors are not able to access.
Is The Maculon difficult to install?
Not at all. Professional installers set up the Maculon into your workplace. Allow our expert staff to work with your MIS department to coordinate the installation.
How exactly does the Maculon work?
During the monitoring process, ContactPoint periodically taps into calls placed on your phone system. The calls may be recorded randomly, or at times specified by you. Our exclusive software captures real phone conversations between your staff and your customers. The conversations are then downloaded and placed on a secure website we call The Mentor. You may access calls from a remote location, and all stored information is secure.
How often should my employees be monitored?
A well-run call center may monitor employees multiple times per day. This allows plenty of opportunity for feedback and discussion during the coaching sessions. When paired with our program and management support services, we have found that two per month achieves the desired results.
Coaching
Click here for a General Description of our Professional Coaching for Sales & Customer Service.
What is a typical coaching session like?
Typically, your employee does seventy percent of the talking, while our coach asks the questions. We follow the Socratic method of teaching - in which we ask questions and allow the student to come to the appropriate conclusion. At the end of each coaching session, the employee sets a goal he / she will master before the next meeting. The follow-up session begins with a discussion of whether or not that goal was accomplished.
How frequent are the coaching sessions?
We recommend two coaching sessions a month per employee. This allows for optimal training - especially if the manager is listening, role-playing, and discussing the goals with each employee between sessions.
How does your "Coach the Coach" program work?
These sessions empower managers to be coaches for their own staff. We believe that the best supervisors make training a priority - before paperwork, reports, scheduling, and other tasks. Through our "Coach the Coach" program, the manager learns how to train for maximum time effectiveness. Allow our representatives to sit quietly on the sidelines as your supervisors coach individual staff members. Once the employee has left the room, our holds a private huddle with that manager, scoring the coaching session against predetermined and trained techniques. With our guidance, your management team will learn to motivate their players to bring their "A game" - every time.
Overall Service Offering
"How do I find out more about how ContactPoint can best serve my company's needs?"
Simply
fill out our Online Request For Proposal Form,
and one of our representatives will contact you
with proposed solutions. It's that easy! Click
here to learn more about our Full Line of Customer
Service Consulting Services & Sales Training Tools.
Get closer to your staff, and see how powerful sales
training initiatives can impact your bottom line
with the high-touch services at ContactPoint. Give
us a call toll-free at 1-866-468-0900, email
us at
info@maculon.com - or
click here to fill out our Online Request Form.
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