December 20, 1989
TO: MARKETING COMMITTEE NO. 31-89
DIRECT MARKETING COMMITTEE NO. 40-89
SALES FORCE MARKETING COMMITTEE NO. 41-89
SHAREHOLDER COMMUNICATIONS COMMITTEE NO. 32-89
RESEARCH COMMITTEE NO. 36-89
SMALL FUNDS COMMITTEE NO. 9-89
MEMBERS INTERESTED IN PUBLIC INFORMATION NO. 12-89
OPERATIONS MEMBERS NO. 36-89
MEMBERS - ONE PER COMPLEX NO. 42-89
RE: Second Annual Telephone Center Management Skills Seminars
__________________________________________________________
For the second year, the Institute will host a series of regional
one-day seminars for those who manage and supervise fund tele-
phone representatives. The seminars will be held in San
Francisco, New York, Kansas City, and Boston in February and
March. They will feature presentations on ways to improve the
supervisory and management skills of those who run shareholder
service, direct marketing, and broker/dealer service
organizations. Speakers will include industry executives, as
well as outside experts. Each seminar will also include a group
discussion, during which attendees can meet and discuss areas of
common concern with telephone center managers and supervisors
from other fund groups.
Registration for these seminars will be limited to employees of
ICI member organizations and their transfer agents, as well as
other non-members who have a business relationship with an ICI
member fund group. Please register early, as space will be lim-
ited and it may not be possible to accommodate walk-in
registrations.
Topics to be Covered
These seminars will focus on providing attendees with ideas that
they can use in the management of their own telephone centers.
Topics to be covered include:
* How the Telephone Center Fits Into Fund Marketing Plans and
Operations
* Interviewing/Hiring/Compensating Fund Telephone Representatives
* Training Fund Telephone Representatives
* Motivating Fund Telephone Representatives
* The Regulatory Aspects of Running a Fund Telephone Center
* Discussion Group
Dates and Locations
o San Francisco February 7, 1990
Sheraton San Francisco
Airport
1177 Airport Blvd.
Burlingame, CA 94010
415/342-9200
o New York February 27, 1990
Halloran House
525 Lexington Avenue
New York, NY 10017
212/755-4000
o Kansas City March 8, 1990
The Westin Crown Center
One Pershing Road
Kansas City, MO 64108
816/474-4400
o Boston March 28, 1990
The Lafayette Hotel
One Avenue de Lafayette
Boston, MA 02111
617/451-2600
Price includes lunch. All seminars will begin at 9:30 a.m., and
end at approximately 4:15 p.m.
How to Register
To register, fund group employees should complete the attached
registration form and return it, along with a check for $150 for
the first registration from the fund group, and $100 for each
additional registration from the same fund group. Non-members
should submit a check for $150 for each registration. Mail to:
Ms. Claire Gurnee
Investment Company Institute
1600 M Street NW Suite 600
Washington, DC 20036
REGISTRATION FORM
INVESTMENT COMPANY INSTITUTE
1990 TELEPHONE CENTER MANAGEMENT SKILLS SEMINARS
LOCATION (check one)
San Francisco ____ New York ____
(Feb. 7) (Feb. 27)
Kansas City ____ Boston ____
(March 8) (March 28)
PLEASE TYPE OR PRINT
Name(s) and Title(s)
________________________________________________________________
________________________________________________________________
________________________________________________________________
__________________________________
Name of Organization
__________________________________
ICI Member Firm (if different)*
__________________________________
Address
__________________________________
City, State, Zip
__________________________________
Telephone
Registration Fee
____ $150 First Registrant from Institute Member Organization
____ $100 Each Additional Registrant from Same Member
Organization
____ $150 Each Non-Member Registration
Total Fees $____ (Check made out to Investment Company Institute)
Return to: Ms. Claire Gurnee
INVESTMENT COMPANY INSTITUTE
1600 M Street, NW Suite 600
Washington, DC 20036
* If registrant is not employed by an ICI member firm, please
provide a letter from a ICI member stating the relationship of
the registrant to the member organization.
TELEPHONE CENTER MANAGEMENT SKILLS SEMINAR
PROPOSED AGENDA
8:30-9:30 a.m. Registration and Coffee
9:30-9:35 Introduction and Welcome
9:35-9:55 Case Study #1 - The Marketing Side
9:55-10:15 Case Study #2 - The Operations Side
10:15-10:30 Question and Answer Session
10:30-10:45 Break
10:45-11:25 Interviewing/Hiring/Compensating Telephone
Representatives
11:25-11:40 Question and Answer Session
11:40-12:00 The Regulatory Aspects of Running a Fund
Telephone Center
12:00-12:15 Question and Answer Session
12:15-1:30 Luncheon
1:30-2:10 Training Telephone Representatives
2:10-2:25 Question and Answer Session
2:25-2:45 Motivational Ideas
2:45-2:55 Question and Answer Session
2:55-3:10 Break
3:10-4:00 Group Discussion/Exchange of Ideas