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How Telephone Sales Training Affects Job Enrichment Monica Postell

For me, job enrich­ment is all about pro­vid­ing men­tal stim­u­la­tion and oppor­tu­ni­ties to grow pro­fes­sion­ally so your employ­ees – espe­cially the tal­ented ones that you and your cus­tomers appre­ci­ate so much – stay both happy and with you.

I just returned from facil­i­tat­ing the class­room por­tion of our blended Get­ting to the HEART of Tele­phone Sales™ train­ing for Blue Cross and Blue Shield of Rhode Island. I was work­ing with a newly formed team recruited from exist­ing cus­tomer ser­vice reps and it struck me, “Wow, this is a ter­rific exam­ple of job enrichment!”

Before I explain how, I have to com­mend Diane Comella, Team Leader, and Al Means, Senior Trainer, for the really smart and very effec­tive man­ner in which they chose to do the train­ing. I know in large part it’s the rea­son the class was so engaged and excited about their new roles. The class com­pleted one online mod­ule a day fol­lowed by review and prac­tice of the sales skills and a seg­ment of new prod­uct train­ing. Infor­ma­tion was deliv­ered in man­age­able chunks – just like we all know is best for learn­ers but is often not the way things work out due to time and dead­line con­straints. So Kudos to Diane and Al.

Back to job enrich­ment… You may have noticed that the course these for­mer cus­tomer ser­vice rep­re­sen­ta­tives took was a tele­phone sales course – not a stan­dard com­po­nent of a cus­tomer ser­vice cur­ricu­lum. And, no, they aren’t being asked to cross-sell or upsell some unsus­pect­ing mem­ber who’s call­ing with a ques­tion about an expla­na­tion of ben­e­fits. Not at all, the team is mov­ing into a role that requires a more per­sua­sive approach than they were used to. The train­ing fit was nat­ural because our tele­sales pro­gram is about ser­vice ori­ented sell­ing and they’ll be Engage­ment Spe­cial­ists charged with proac­tively work­ing with mem­bers to encour­age them to take full advan­tage of their plan’s fea­tures that pro­mote good health. Pro­mot­ing stay­ing healthy – that’s a Win/Win for everyone.

Com­ments from the class kept bring­ing me back to why job enrich­ment is so impor­tant. Many men­tioned how much they appre­ci­ated the oppor­tu­nity to be a part of the new team. These are excel­lent cus­tomer ser­vice reps with plenty of expe­ri­ence who are now ready for a new chal­lenge. They don’t want to jet­ti­son all their great cus­tomer ser­vice skills. What they want to do is grow.

Sev­eral par­tic­i­pants said the value of the pro­gram was “it can be used in all aspects of our lives.” Enrich­ing a job can enrich a life. And then there was the tran­scen­dent com­ment I couldn’t help but love, “I feel as though this pro­gram made me a bet­ter rep and per­son!” How much more enriched can you get?

If you have exam­ples about the impact of job enrich­ment at your orga­ni­za­tion, please share! Leave a comment.

With a back­ground in per­for­mance improve­ment and instruc­tional design, Mon­ica Postell works with Impact Learn­ing Sys­tems in design­ing and deploy­ing train­ing and devel­op­ment pro­grams that fos­ter real cus­tomer loyalty.
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Mon­ica Postell
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