IPTV Overview
Hosting the Overview of Video Services training for your employees assures they will be knowledgeable and confident. With everyone on your staff serving as ambassadors for integrated video services, revenue from video and high-speed Internet access is enhanced. Customer satisfaction is also increased, since customers don’t have to be shuffled from one person to another. Many questions can be answered immediately by almost any member of your staff.
We start the class with a review of broadband trends and competitors, the reduction in traditional telco revenues, and the importance of broadband technology for future revenues. The review also includes a comparison of xDSL technologies, and a definition of ATM and VDSL.
Topics Covered
Technology
Simplified explanations combined with hands-on training to show how streaming video, high-speed Internet access and voice can be delivered to the customer
Product training features and benefits
- Video programming
- Digital music
- Pay-Per-View
- Premium packages
- High-speed Internet access (speeds and pricing)
- Voice services (Caller ID and Voice Mail)
Installation
The Customer's Point of View - The hows and whys of the installation process, covering household installation, and the set top box and remote control
Benefits of Integrated Video Services
- One-stop shopping convenience
- Bundled services with price and convenience advantages
- Hometown reliability
- Overview of advertising and marketing, special promotions in all media
- Review of questions customers frequently ask
Customized IPTV Training
Customized IPTV Training is designed to supplement the IPTV Overview for customer service representatives, installers and management who need a deeper understanding of video services. This module focuses on the specifics of the video services your company is offering or will offer. We craft a program specific to your company.
We review program content, features, benefits and pricing for your video services, movie packages, high-speed Internet, and voice services. Attendees complete workbook exercises on benefits and applications for the broadband services to sharpen sales skills.
We cover the specifics of your on-screen guide, including navigation, creating scheduled events such as auto tune or reminders, ordering Video on Demand and Pay Per View, setting up parental locks and creating Favorites lists. Understanding the on-screen guide increases employee comfort with advanced features and motivation to share the potential benefits with customers.
A competitive analysis of the satellite and cable companies in your area is conducted by us prior to training. This identifies your competitors’ strengths and weaknesses. We then instruct employees on how to positively compare your product to the competition.
In the Customized class we share valuable advertising, marketing, pricing and operational tips gained from the experiences of other telcos’ video service deployment.
The goal of our installation review is to provide customer service reps and installers familiarity with what takes place at the customer premises. It is not intended to detail the nuts and bolts of actual installation.
The Competitive Toolkit
The most important tool your employees may ever learn to use, the Competitive Toolkit is a collection of every bit of information related to your company's video packages and service bundles, along with channel lineup, premium package and pricing comparisons for your services versus your competitions'.
During Customized IPTV Training, students will review a summary of packages, bundles and pricing for you and your competitors, then review each company's channel lineup. They will then complete a worksheet to indicate what channels in your lineup each competitor offers or doesn't offer. The same process is conducted for premium channels. Next, students learn about the channels your competition offers that aren't part of your lineup so they can readily help a customer find channels you do offer that meet the same interests. Finally, a number of example pricing comparisons are reviewed. This not only provides "apples-to-apples" comparisons, but helps illustrate how dramatically better your pricing can be when the true cost of the competition's service is revealed.
The Competitive Toolkit is an integral part of Customized IPTV training. It is researched and customized specifically for your company and your competition. The Competitive Toolkit is invaluable in helping your front-line employees learn, through self-discovery, how to show the customer the benefits of your service over the competition.
For a sample Competitive Toolkit, visit our Media section.
Course Content
IPTV product training is combined with Selling Skills to create a complete package for your employees. The content provided in the product training plus Selling Skills normally requires two and a half days to cover.
Note that for every class, we offer a repeat session at no additional charge to ease your scheduling requirements.
Course Content (Typical 2½-day Class)
Day 1:
Morning Session - Current Happenings in the Telecommunications Industry and IPTV Overview
Afternoon Session - Customized IPTV Training, Part I
Day 2:
Morning Session - Customized IPTV Training, Part II
Afternoon Session - Selling Skills, Part I
Day 3:
Morning Session - Selling Skills, Part II