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Talented, Educated, & Professional
Dialogue recruits and trains the top talent in marketing, customer relationship management, and IT development. We ensure that our sales and service employees meet the high standards expected by your customers.
Because our greatest strength is the quality of our employees, we absolutely do not compromise when it comes to hiring.
We look for the best possible people and then place them in jobs that best match their skills. Through behavioral screening and proven testing techniques, we identify individuals and skill sets that will create the most value for our specific client projects. And, in addition to working with clients to establish detailed hiring criteria, our extensive experience in staffing gives us a significant advantage in the recruiting process.
Training
Approach
The best representative is an educated representative.
That’s why we have some of the most skilled and highly educated trainers in the industry. With a firm grasp of a client’s goals, our trainers design and build modular education programs for both classroom and hands-on training. Training staff members often become integral parts of our client’s implementation team.
Our training curriculum also emphasizes specific knowledge about a client’s organization and its culture. Prior to developing any strategy or training materials, we assess and prioritize project requirements and define precise success metrics. This provides a reliable framework for the development and customization of the training curriculum.
Additionally, we can schedule training rooms, web conferencing, Internet broadcasts, and conference calls to encourage client participation in the training process.
Facilities & Curriculum
Dialogue Marketing has onsite training classrooms and an “on-the-job nesting location” on the calling floor in each of our locations. A training class can accommodate up to 20 individual representatives; but, we typically train only ten representatives at a time to maximize individual attention and create highly collaborative learning environments.
Classroom training focuses on customer service and sales skills whereas computer training and systems navigation occurs in the nesting facility. In this setting, the agents can listen to inbound calls, critique calls, take calls themselves, and make outbound calls.
Our proven training curriculum prepares our agents to break down boundaries, access decision makers, qualify needs, and provide appropriate solutions to prospects.
Motivation and Retention
We constantly cultivate employee growth. For example, training programs for representatives begin on employee hire and never end.
Dialogue Marketing stresses the importance of pay-for-performance models that motivate employees to exceed expectations. We utilize goal-based initiatives that feature a competitive environment, team recognition, and strong incentive programs to encourage agents to succeed.
To monitor our retention and motivation efforts, we use a continuous feedback loop to report the results of each customer contact, evaluate program performance, foster continuous improvement, and recalibrate sales messages and promotional offers as necessary. Each account manager and agent is responsible for meeting performance metrics that have been established for the specific program. These performance metrics are communicated to employees daily through program results as well as monthly through agent performance updates.
Client Participation
Dialogue Marketing encourages a connected partnership from each of our clients. This goes beyond simple onsite kickoff meetings and management calls. We encourage our clients to participate through the entire program implementation and fulfillment process through several channels:
- On-site presence from client representatives
- Participation and facilitation of training programs where appropriate
- Involvement in awarding incentives for top performers
- Providing prizes or client branding items to clients team members to reinforce branding image
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