Periodic Recurrent Training
Coaching for our phone representatives is provided by their individual Team Leader and Operations team of the program to which they are assigned. These individuals, in turn with our Quality Assurance and Training Department, identify the representatives who need recurrent training and exactly what areas need improvement. Feedback is disseminated to team leaders for immediate concerns as well as the training department for focus of future training efforts.
Ongoing or program enhancement training is handled by our training staff. We routinely have recurrent training classes, focusing on specific skill sets, allowing the agent to refocus their efforts on delivering a quality one-call solution. Understanding that each representative will progress at varying paces, we create teams by pairing up a more senior representative with the representative needing recurrent training. The end result is a shorter learning curve with a tighter focus on customer satisfaction.
All representatives must pass the required tests to ensure they know the material and can demonstrate the proper and effective use of the training material and the systems to support the client program. Should the representative not pass after remedial training, he/she is evaluated by the team to determine the reasons why. If it is determined that the representative can be saved, every effort is made to tutor them. Should this not work, the representative may be assigned to a different function or client program where their specific skills may be utilized or may be released from employment.
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