CSR CERTIFICATION

What Does Certification Mean?
Cronin-certified CSRs are the most qualified in their field. They have acquired the skills to sell advanced telecommunications. They have taken the time to learn, study and develop as service professionals. No longer “order-takers,” certified CSRs confidently sell, up-sell and winback customers. They’re also proficient in the latest technologies and consumer electronics.

More than 500 customer service representatives of telcos nationwide have been certified by Cronin Communications.  We’ve updated this popular program for 2010 to include live webinars, HR tools and unlimited access to our Resource Center.

 

Program Objectives
- Sell telecom products and services.
- Answer customer questions without escalation.
- Master broadband, wireless and consumer electronics.
- Provide more efficient and superior customer service.
- Comply with company, state and federal regulations.

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FIVE STEPS TO CERTIFICATION
STEP ONE - LIVE WEBINARS
CSRs attend seven, live webinars – one each month – to learn about sales, advanced technologies, service protocols, regulations and other professional development topics. Each webinar is 45-minutes and repeats as needed to cycle through staff and ensure full participation.
STEP TWO – TELECOM TUTORIALS
In between the webinars, participants read a series of easy-to-understand tutorials, each about 10 pages. The tutorials were written exclusively for CSRs and their professional development needs.
STEP THREE – ON-LINE TEST
After completing the webinars and tutorials, participants take a 50-question on-line test. They must correctly answer 80% of the questions to achieve certification. The test may be retaken, as needed.
STEP FOUR – “SECRET SHOPPER” TEST
Finally, we “shop” each CSR by telephone. We’ll call posed as a potential customer, ask some basic questions, and grade their responses. Each CSR receives a report card with a numeric grading and written feedback. We also provide digital recordings of the call for coaching and review.
STEP FIVE – CERTIFICATE
Upon completing this challenging curriculum and testing, we issue each CSR a certificate of accomplishment and publish the names and photos on our CSR “Wall of Fame.” Telcos may also use this certification as a requirement for wage increases or advancement.
Free Access to the On-line Resource Center
Participating telcos are given unlimited access to our on-line resource center. Telcos can place a “shortcut” on each CSR’s desktop for quick reference.
THE RESOURCE CENTER INCLUDES:
• Sales tips and phrases.
• Product explanations and fact sheets.
• Scripts and protocols.
• Breakdowns of competitors’ offerings.
• All tutorials and webinars.
• Video clips and product demonstrations.
• Study guides.
• Telecom terms and definitions.
• Sample sales and cancellation codes.
• Job descriptions and evaluation forms.
• Hiring criteria and employment tests.
• Customer service metrics: call volume, sales goals,
   service orders, ARPU, churn and more.
• Plus, our Powerpoint presentations and feature
   articles prepared for telecom organizations throughout the country.

Questions? Contact Tim Owens at 202-232-1107 or towens@cronincom.net