Programs Overview
Code: COS20-2 Duration: 2 Days Level: Intermediate Method: Face-to-face Description: Knowing & retaining high-value customers have huge impact on the profitability & sustainability of ethiotelecom to win the competitive market. Embracing customer centric mindset is needed in order to serve them to maximize their value and develop long-lasting relationships. This training aims to provide knowledge for employees to understand the overview of HVC in competitive market, retention and loyalty ,the benefits of serving them to retain by creating supreme customer experience.
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Code: NA Duration: 1 Day Level: Intermediate Method: Face-to-face Description: Quality management is one of the key company’s activities to retain customers. Since customers always need quality service, assuring and controlling service quality is critical and everlasting. Due to the upcoming competition that we are entering, we need a deliberate focus on quality. With this kept in mind, this training program aims to equip the quality assurance and contact center team with the concept of quality assurance and how to implement it, so as to create the best customer experience.
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Code: COM010-2 Duration: 1-2 hour Level: Beginner Method: Face-to-face Description: For over a decade, mobile money has been transforming access to financial services around the world. Hence Ethio telecom launches mobile money service which enables the company to participate in mobile financial transaction (e-money) that will help to generate revenue by diversifying its business as well as creating cashless society. This training program aims to create awareness on mobile money service to its channel key players to understand global perspectives of MMS and run the business effectively so as to increase revenue
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Code: COM010-2 Duration: 3 Days Level: Intermediate Method: DIgital Description: Today’s leading brands, large and small, have one thing in common: they have a strong culture. What are the ingredients for the kind of brand culture that will fuel your company’s sales and create customer loyalty? This training program aims to introduce a comprehensive brand concepts, tactics and strategies that support the achievement of the company’s goal.
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Program Code: COS012-2 Duration: 2 Days Level: Intermediate Method: Face-to-face Program Description: An attractive and well-managed point of sale is key in the success of any sale endeavor. The way that products and services are presented to our customers has a big impact on the buying decision. The individuals must work like an orchestra starting from the welcoming, queue management, waiting for time management, sales process, and finishing with the follow-up on customer satisfaction. The aim of this training program is to create an understanding of the importance of attractive and well-managed PoS for the success of sales and customer satisfaction. |
Program Code: COC006-3 Duration: 2 Days Level: Advanced Method: Face-to-face Program Description: In a modern telecom service industry contact center plays a crucial role in interconnecting customers with the company. Building a world-class contact center that creates the best customer experience requires having the best customer handling with easily accessible service. This is a task that needs the active involvement and engagement of stakeholders at all levels. This program is intended to equip coaches, supervisors, and senior supervisors with the advanced level of coaching skills that will improve the advisors’ performance and customer experience. |
Program Code: COC014-2 Duration: 2 Days Level: Intermediate Method: Face-to-face Program Description: Efficient credit control & billing is one of the crucial elements of financial security in service-providing companies. It is known that bad debt problems in companies may result in a liquidity trap, failure, and bankruptcy in the future. Hence it is essential to ensure the existence of good credit control management and debt collection. This program is intended to build the capacity of credit control supervisors, specialists, and advisors with the needed techniques of credit management while insuring good customer relationships as well. |
Program Code: COS016-2 Duration: 2 Days Level: Intermediate Method: Face-to-face Program Description: In this modern day developing effective distribution strategy and management is crucial part of sales. Ethio telecom has a business priority to maximize revenue/profit and increase subscriber base too. This training program aim is to equip participants with the knowledge and techniques to select, develop, manage and monitor a distribution channels to meet a company priorities. |
Program Code: COC003-2 Duration: 2 Days Level: Intermediate Method: Face-to-face Program Description: How you handle a customer complaint is a critical component in the longevity of your business. The purpose of this program is to address the way of handling complaints for employees that interact with the customer and give a unitary and consistent approach. |
Code: COC011-2 Duration: 2 Day Level: Intermediate Method: Face-to-Face Description: Due to the upcoming competition that we are entering, we need a strategic focus for customers more than ever before. Over the last decade the contact center industry has changed significantly due to shifting business priorities and underlying technologies. This is particularly true in our contact center, where effective performance measurement is not just a necessity, but a prerequisite for effective decision-making. With this in mind, this workshop program aims to create a discussion and investigation platform on the existing contact center metrics against the standard in the competitive environment and recommend way forward for future engagement
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Program Code: COM022-2 Duration: 2 Days Level: Intermediate Method: Face-to-face Program Description: Business decisions that relate to customers need to be made based on customer data. In this regard, customer insight has a vital role to understand our customers and to make informed business decisions. Therefore, this training is aimed to enhance the awareness and skill on how to generate customer insight and how to use them for business decision.
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Code: COC008-2 Duration: 2 Days Level: Intermediate Method: Face-to-Face Description: Every telecom service providing company to be successful must have strong customer base. To do so one thing is to get more customers and another is to make them stick with you for a long run. No business can be successful by continually dealing with new customers. Repeat customers are the source of all profit, and profit allows a business to grow and prosper. This program is intended to provide the necessary skills and knowledge required to bring forth customer retention and loyalty programs in to practice in our company.
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Code: COM023-2 Duration: 2 Days Level: Intermediate Method: Face-to-face Description: To be successful in a highly dynamic and competitive environment, ethio telecom must enhance the work of creating and managing customer value. This helps ethio telecom to satisfy and delight valuable customers to be a loyal customers which leads to high customer retention and increased company performance. This training program aims for creating and managing customer value in order to satisfy and retain valuable customers competitive environment for ensuring ethio telecom’s sustainability and profitability. |
Program Code: COS000-0 Duration: 1/2 Days Level: Beginner Method: Face-to-face Program Description: Ethio telecom is heading to competitive environment thus, in the competition customers need and market are expected to constantly change, and customers also receive multiple offers of products and services form competitors. To win the competition, it is required to approach customers with full knowledge and good explanation of our products and services. . This training program aims to provide an overview of ethio telecom products and services, their features, benefits and VAS to customers. |
Code: COT000-0 Duration: 1/2 Days Level: Beginner Method: Face-to-face Description: Ethio telecom is heading to competitive environment thus, in the competition customers need and market are expected to constantly change, and customers also receive multiple offers of products and services form competitors. To win the competition, it is required to approach customers with full knowledge and good explanation of our products and services. . This training program aims to provide an overview of ethio telecom products and services, their features, benefits and VAS to customers. |
Code: COC012-2 Duration: 2 Days Level: Intermediate Method: Face-to-Face Description: Striving to achieve customer satisfaction should be the goal of any organization that aims to grow in this demanding telecom market. This training program aims to set the highest standard in customer excellence both in frontline interactions, face to face and amongst all employees in all commercial area. To achieve this, it is important to have a sales staff an optimal mind set.
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Code: COS001-1 Duration: 1 Day Level: Beginner Method: Face-to-face Description: For over a decade, mobile money has been transforming access to financial services around the world. Hence ethio telecom launches mobile money service which enables the company to participate in mobile financial transaction (e-money) that will help to generate revenue by diversifying its business as well as creating cashless society. This training program aims to create awareness on mobile money service to its channel key players to understand global perspectives of MMS and run the business effectively to increase revenue.
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Code: COS001-1 Duration: 2 Days Level: Beginner Method: Face-to-face Description: In today business their strive competition. To deliver excellent service to our customer front line staff understand product and service company provides. So, this training address new entrants front line staff for both sales and customer services division. Also, deliver for refreshment of exists staff.
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Code: COS017-2 Duration: 30 Min Level: Intermediate Method: Micro-Learning / Digital Description: Today’s competitive market needs companies to see a new way of selling and optimizing operational costs in order to capture market share and maximize company revenue. This program will equip the trainee with tools and techniques to improve their capacity to be creative in their current activities. The program also shows how ideas can come forward if you know how to call for them. It applies to individuals who are in charge of selling offer ethio telecom to unleash their creative potential.
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Code: COC016-1 Duration: 1 Day Level: Beginner Method: Face-to-face Description: Managing contact center is one among the toughest jobs which needs deep understanding of human behavior and dynamic leadership skill. Dealing with contact center agents that daily face stress while trying to assure the existence of greater customer experience is clearly a difficult task. The task will even be difficult when most of the staffs are young employees. Having a perspective on the generation difference unleashes the various talents and capabilities in which different generations bring to an organization, so as to create a wholesome, inclusive environment, that celebrates diversity, and maximizes the full potential of all, in a given context where everyone benefits. This workshop is envisioned to co-create strategies with contact center leaders that will enable them to manage their young generation employees called millennials.
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Code: COT000-0 Duration: 1 Day Level: Beginner Method: Face-to-Face Description: For over a decade, mobile money has been transforming access to financial services around the world. Hence ethio telecom launches mobile money service which enables the company to participate in mobile financial transactions (e-money) that will help to generate revenue by diversifying its business as well as creating a cashless society. This training program aims to create awareness on inspiring customers to mobile money service to run the business effectively so as to increase revenue.
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Workshop: Duration: 2 Days Level: Beginner Method: Face-to-face Workshop Description: This workshop will create awareness for participants and also will help concerned stakeholders to gather important inputs from participants. The workshop will address technical and nontechnical staff from ethio telecom. The workshop covers fraud definition, potential fraud types, and sources, what shall one do when suspicious fraudulent activities occur, and also to protect the company as well as individuals. |
Program Code: COC001-1 Duration: 1 Day Level: Beginners Method: Face-to-face Program Description: This training program offers the knowledge and skills required to understand how to manage customers, provide excellent support, understand what customers want, and enhance their experience. Moreover, they will learn basic customer handling techniques. It applies to individuals who have direct or indirect contact with customers.
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Program Code: COM005-2 Duration: 3 Days Level: Beginners Method: Face-to-face Program Description: Understanding your market accurately and completely is a prerequisite for successful marketing. The training program focuses on the marketing process and how to create a marketing plan using customer insight. Using analysis of segmentation, targeting, and positioning techniques and tools to address what customers really want. |
Program Code: COS010-2 Duration: 2 Days Level: Intermediate Method: Face-to-face Program Description: Handling the sales partners outside our organization sometimes can be difficult. They might not share our values and company culture. Have different approaches on the way of handling tasks. This training program aims to introduce a common standard in dealing with the sales partners and a unitary approach to communication and interaction with them in order to increase accessibility and satisfaction. |
Program Code: COC015-1 Duration: 0.5 Day Level: Beginners Method: Digital Program Description: Managing call centers today involves much more than scheduling agents to staff the phone lines. Most of the call center staff at ethio telecom are very young and new to the company. Working as a call center agent is a stressful endeavor, lack of professionalism and it’s up to the company to cultivate a positive working atmosphere, foster a sense of ownership, motivate each team to succeed. And most importantly, to enhance every call center staff to lead himself with responsibility, integrity, accountability, and excellence. It means communicating effectively and appropriately and always finding a way to be productive. This training program offers the knowledge and skills required to understand how to be a professional and develop self-management at the workplace. |
Code: COT007-0 Duration: 2 Day Level: Beginner Method: Face-to-face Description: Communication is an essential tool in achieving productivity and maintaining strong working relationships at all levels of an organization. When Communication is effective, it leaves all parties involved satisfied and feeling accomplished. Everyone has something to exchange with others and must reach an agreement. Due to the upcoming competition that we are entering, we need a deliberate focus for customers. Beyond negotiation, we need to persuade our customers in settling their bill on time to maximize revenue and convince them positively. With this in mind, this program aims to equip Credit Control professionals with effective communication and persuasion skills to achieve the collection efficiency target while keeping strong customer relationship.
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Code: COT007-0 Duration: 3 Hours Level: Intermediate Method: Digital Description: In a competitive market, communications and persuasive skills are the most valuable tools that sales professional needs to master. To drive sales and increase productivity, the sales professional must convince a customer and sale company’s products and services. This training program aims to provide knowledge and skill on how to prepare persuasive presentation to “close” a sale and get referral |
Program Code: na Duration: 1 Day Level: Intermediate Method: Face-to-face Program Description: Beyond acquiring customers, retaining them is the most important factor for any firm in a competitive market. Thus, Ethio telecom needs to exert its maximum effort to retain its larger high value customers (L-HVC ) and minimize the customer churn rate by focusing on improving the quality of services and investing in activities that can create positive experiences at each customer touch point and/or customer journey. This training program aims to create awareness about customer churn & its management in order to reduce churn of L-HVC.
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Program Code: COM013-3 Duration: 2 Days Level: Advanced Method: Face-to-face Program Description: The only thing constant is change. The conditions in which a product is sold (advertising, saturation) change over time and must be managed as it moves through its succession of stages. This training program aims to give trainees the skills and tools to renew their approach of managing products life-cycle.
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Program Code: COS008-2 Duration: 2 Days Level: Intermediate Program Description: The world of sales must keep up with the ever-evolving markets and customer expectations. The sales professionals must be accompanied with a study approach on the processes within every department that handles sales. This training program aims to provide a unitary way for the officers, managers, supervisors, sales & PoS coordinators to manage the sales team, strategy, and targets. |
Program Code: COS014-3 Duration: 2 Days Level: Advanced Method: Face-to-face Program Objectives: Where does the sales process start and where the customer service interaction ends? Could it be in fact a mixture of both? You cannot sell without listening to your customers’ needs and you cannot troubleshoot and solve their requests without following their needs. This training program had this mixture in mind when it was created, combining the best of the two worlds, customer satisfaction, and stellar sales.
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Program Code: COS007-2 Duration: 2 Days Level: Intermediate Method: Face-to-face Program Description: Having more evolved needs in terms of volume and complexity makes the Enterprise customers seem more difficult to address. Might not be true if you have the proper tools and knowledge to tackle them. This training program aims to provide the Enterprise sales an overview of the enterprise market, enterprise customer, and their behavior. It also equips them on how to sell more by satisfying customers. |
Code: COC012-2 Duration: 1 Day Level: Intermediate Method: Face-to-face Description: Customer demands and technology are highly growing in number and in complexity. Competition is on the horizon. Today’s business requires identifying causal factors using a structured approach with techniques designed to provide a focus for identifying and resolving problems. This program aims individuals who need to solve a defined range of unpredictable problems, analyze and evaluate information from a variety of sources. |
NB: 29 programs
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