The Results service performance improvement programme is a training and development solution designed to dramatically improve the customer service performance of your organisation - fast.

Results is a complete solution combining services, a proven method and a unique software skills management system. Together these will enable you to identify and develop the skills, knowledge and motivation needed to improve customer service. Results will also help you to successfully manage and maintain skills within your contact centre to improve consistency and maintain the customer service performance improvements over time.

The Results programme begins with a short Proof Positive phase that makes it easy for you to try this unique approach to sales improvement, and see the bottom line Return On Investment (ROI), before making a significant commitment:

• Low risk - up to 50 agents in the Proof Positive group will establish the effectiveness of the programme before you have to make any significant commitment
• Fast - the Proof Positive phase will quickly see best behaviours identified and introduced into your organisation
• ROI - Proof Positive will establish a clear increase in customer service performance

The Proof Positive phase has been designed to enable you to see for yourself how the Results programme will impact your organisation. Furthermore, this quick and effective trial will establish a compelling ROI and enable you to consider how best to deploy it across your enterprise to release the full service potential of your contact centres.

Delivering better customer service depends on your agents exhibiting the appropriate service behaviours during each and every customer interaction.

The first stage of the Results programme identifies the behaviours that your agents need to have to serve your customers successfully. These behaviours form the basis of a skills framework that, using a hosted skills management system, can then be used to carry out a comprehensive training needs analysis (TNA) of your agents to identify skills gaps.

Where gaps are found we can design and provide effective training interventions to boost skill levels. Alternatively we can also provide training for your own staff so that they can develop and deliver effective training interventions themselves. The skills that your trainers need can also be managed through the skills management system so that you can be sure all of your coaches have the capabilities they need.

But, improving service is about more than just agents skills, its also about motivation. The Results programme will enable you to see if your team leaders and management have the skills they need to build successful motivational programmes and develop the abilities needed to create the tools that drive exceptional service. Once again these skills can be accounted for within the skills management system so that you can be sure your agents, team leaders, coaches and even your management team have all the skills they need to support your service initiatives.

Results is a complete training and development solution for improving performance of specific business objectives. It combines Prosells proven training services methodology with QPCs extensive knowledge of contact centres and skills management systems.

Prosell's performance improvement focused training and development services have helped organisations like Halifax General Insurance increase sales by 35% and EDS improve first time fix rates by 40%. QPC has wide ranging experience of skills management and performance development working with many of the worlds leading companies over the last 15 years.