Behavioural training programs for the telcos

Telecommunications is about connecting people - and listening to their woes and emphathising with them and helping them solve the problems that they may have with your services or products.

The competition in this space is fierce - customer service is what can help you differentiate your products and services from the rest in the industry. But your people, as you've been feeling for the last month or so, aren't good enough to convince and convert your customers and prospects.

I think your people are good enough - but their skills aren't.

So what you basically need to do to convince and convert a higher number of people who interact with your staff is to train your staff and up their communication and selling skills.

How easy or difficult training people is?
Well, it depends on how interested your people are about learning and improving their skills and thus career prospects, the training content, how well it resonates with the training needs of your people, and the way your selected trainer delivers the message.

How to find a good training company?
Search companies in your region by using phrases like ‘learning process outsourcing companies' or ‘experiential learning training companies' or ‘sales and communication training companies'.

There can be many key words that you can use to find out websites of trainers in your city. The next step would be to speak with some selected ones so that you can determine whether you'd like to get them onboard.

What sort of benefits you can expect from a training program?
The learning process outsourcing or training company is likely to start with a needs-diagnostic study. It's a simple study that tries to determine the strengths and weaknesses of your people who'll be taking the training. Based on this study and detailed interactions with you and other senior officials, the trainers of this company will tweak their behavioural training programs to make them more relevant to the training needs of your people.

In the training sessions, the trainers of the learning process outsourcing company will interact with your people, and tell them the best routes that they can take to get closer to their customers, to put them in their customers' shoes, and convince and covert them. Post training sessions, your people will feel more empowered to take on challenges that face them every single day at work. They'll turn into better communicators and sellers. And it all will eventually lead to improved customer experience and engagement and sales. And this is perhaps what you're looking for, right?


Training yields tremendous benefits: your people feel more empowered to take on challenges and surpass their challenges. For more on the benefits of behavioural training programs and learning process outsourcing, watch out for our up-and-coming articles. In the meantime, you can read our published articles here.