Public Seminars - Malaysia

Conducting successful outbound telemarketing activities represents a unique set of knowledge and skills including how to gain attention quickly and manage a host of potential objections.

In this highly structure program, we teach a comprehensive 6-Step Telemarketing process that involves developing and practicing scripts for each unique aspect of the telemarketing call including the Opening, the Presentation, the Closing and, of course, Managing Objections. 

Attend ICMI’s flagship seminar and build a solid foundation for successful Call Centre management.

You’ll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and achieve your personal career goals.

Email is an increasing popular form of contact that organizations use for both internal and external stakeholders.  At the same time, the quality and consistency of emails can vary widely leading to unnecessary and costly repeat contacts, Customer dissatisfaction, errors and rework and impact on brand image.

This program is designed to equip participants with solid email interpretation skills as well as provide a robust framework for developing both new emails and responses to incoming emails. For organizations that generate revenue, we even provide a module on how emails can be used to generate interest and sales. 

The Leadership & Business Management program is designed to equip mid to senior management with a comprehensive understanding of utilizing leadership and business management practices in the Call Centre environment.

Topics covered include the role of Vision, Mission and Values, qualities and characteristics of effective leaders, the unique Call Centre environment and the impact on planning and budgeting, understanding financial concepts and interpreting financial statements.

This course also prepares individuals who choose to pursue the CIAC Certification examination in Leadership & Business Management.

To equip team members with the knowledge, skills and behaviours to utilise powerful communication skills in the Inbound Service environment and to deliver high quality interactions between the organisation and its caller. 

The People Management program is designed to equip mid to senior management with a comprehensive understanding of people management topics in the Call Centre environment.

Topics covered include organizational design and its impact on people, the job evaluation process, developing and implementing staffing plans, recruitment and hiring practices, developing and implementing training plans, performance management, motivation and morale and human resource practices.

This course also prepares individuals who choose to pursue the CIAC Certification examination in People Management.

Contact Centres environment represents unique operational environment driven by forces such as random contact arrival, queue behaviours and Customer tolerance.  

In this program, we cover the operational dynamics that exists in Contact Centres and how these dynamics impact metrics and service delivery. The program also includes defining and measuring Customer expectations, satisfaction and loyalty.  We also address the key principles of Customer Relationship Management and how Frontline Representatives can bring these principles to life during Customer interactions.