Centennial Marketing Group

The Power of Teleservices

Hiring & Training Procedures

Adding Teleprofessionals to a new program begins with an understanding of the skill set required for our partners' programs. Our HR staff uses this profile as the template for the selection process. Criteria for evaluation include:

• Sales skills and experience
• Customer Service Skills
• Telephone Manners
• Computer Literacy
• Specific mandates from our partners (background checks etc)

All Teleprofessionals begin their employment with CMG by going through an initial training that includes:

• First-hand knowledge about the teleservices.
• Industry and Company knowledge.
• Telephone etiquette and quality standards sessions.
• Thorough education and role-play on sales techniques.

Once an agent passes the initial training, we follow with a program-specific training seminar that is customized to our partner's needs. CMG and the partner usually develop this program jointly.

This comprehensive training session including theory and practice enable CMG to retain experienced employees on your program by providing them with the tools they need to succeed.

Account Management

The key to a successful program lies in a team-based approach between our Account Managers and our partners. Before managing any program, each Account Manager conducts in-depth research of our partners' industries and objectives. It is their expertise that allows them to develop sound and efficient teleservices program.

Our Account Managers are your representatives at CMG, making sure your needs and expectations are met and exceeded at every step of the way. Their understanding of both your goals and our core competencies is the basis of a long lasting relationship.

Quality Assurance

CMG uses several methods to make sure that quality prevails at all time. We have developed a systematic approach focused on establishing quality standards that simply can't be put aside -- our reputation depends on this.

Our Quality Control department systematically monitors the calls of each Teleprofessional. This is in addition to our on-going side-by-side supervision done by their team Supervisor. Both functions have different objectives and together, they make sure that CMG follows the highest standards of the industry. As your partner, we suggest that you take advantage of our remote monitoring which is available at all times for you to closely hear what your team at CMG is saying to your customers.

Operations

Centennial Marketing Groups believes that it’s strength is in how the operations are handled. We put a lot of effort into managing our resources to make them as efficient and effective as possible for our clients.

We maintain proper ratios of supervisory staff to Teleprofessionals to allow supervisors to coach and develop their team members. We have several training programs developed for both Teleprofessionals and the management staff in order to maintain a culture of development.

Incentive programs are used monthly to help team achieve their objectives.

Finally, we have several reporting tools in place to give the operations staff quick and easy access to all the important KPI’s they measure hourly.

Lead Management

CMG has put in place a lead management team to focus on efficient use of the dialler as well as lead management strategies. Some of the work this team performs is highlighted below:

• Analyzing both Historical and Real Time Marketing Data
• Working closely with each site ensuring that all aspects of Lead Management, Market Trends, Dialler Strategy, Staffing and Client Requirements work in unison
• Continuous Analysis of Data, allowing campaign planning and real time changes to be performed; this is to ensure the greatest contact and sales rates possible while making efficient use of leads pools
• Comprehensive ad hoc reporting developed and tailored to individual client needs

Frequent, controlled testing allows CMG the understanding of current market conditions, client lead/ product feedback, variable sales techniques and many other factors.

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