The 12 Step Platforms created by Kathy Sisk are easily transferable and adaptable for every type of call handling situation. Kathy Sisk Enterprises clients have benefited by the 12 Step platforms due to its ease of use, professional approach, and friendly style of delivery. Overall, the platforms help agents to have greater control of their conversations with more positive results for the client. The platforms teach agents how to be more proactive as opposed to reactive . Whether inbound, outbound, or call blended, agents learn techniques that will accomplish the objective of any type of call.
Customers feel that their needs are being taken care of more professionally and personably.
When each agent is delivering their message in the same manner by using the same skills and techniques taught in the platforms, the results provide greater consistency in the agent's overall performance levels. Thus, causing every client campaign to be as productive as another campaign. The platforms also make it easier to transition agents from one account to another, having very little ramp-up time on new client accounts. Management also experiences greater ease and control when training, managing, evaluating, and comparing their agent's performance levels with one another. This includes not only the platforms, but also the agent s style of delivery, their overall technique, pacing, use of verbiage and strategic pauses, identifying, narrowing down and effectively overcoming resistance and objections and so forth.