Customer Related Training

Project training is a collaboration of efforts between each individual client, their assigned Account Manager and an assigned Trainer.

The collective group determines what skill sets will enable the CSRs to effectively handle the projects needs and goals of customers in our call center.

The project training is broken down into the following training modules:

Program/Client Overview
Product Information
Script Review
Role Playing
On-Line Script Training
On-Line Role Playing
Testing for Product Knowledge and Project Parameters
Follow-up/Feedback Session

Once selected for a project, agents are trained on a test job using your script. This ensures they are able to navigate through your script seamlessly and able to focus their attention on listening and data capture.

Agents are given client-specific training manuals, background on the project, scripts, product knowledge, recording and/or verification needs, and the overall goals and objectives of the program.

A critical part of the Project Training is the use of role-play situations. This exercise is conducted in our automated training rooms, which mirror the workstations out on the production floor.

The trainer and/or a member of the management team acts as the customer on the phone and the trainee must handle the entire call without assistance. Feedback sessions are used to address issues at either the individual agent level or at the group level and are another critical step in the training process.

Once fully trained, agents then graduate to work on a live project, working closely with their lead agent, the team leader and the QA team at first to hone the skills necessary to be successful on that project.