We accomplish successful call handling through the following two training programs
Pre-Call Training
Our staff and trainers spend ample time learning about your company’s products and services and educate our callers on all the pertinent information. Training of our staff can be handled through a combination of the following methods:
- Your Training Materials – Our staff can quickly study and learn your company information that you can supply to us in hard or soft copy format. Provision of materials through other media, such as videos, is also possible. In addition, any calls that you record and provide us to train our staff will be highly effective.
- Training at our Center – You can send your trainer to our facility in Bangalore, India and do your specialized directly to with our staff. Tickets to India are inexpensive, and we can arrange for comfortable accommodations for your training staff during their stay
- Train-the-Trainer – We can send a trainer to your US facility and learn directly from your training staff and call center agents. This trainer can then provide similar training directly to our staff.
- Conference Calls – A large proportion of our customers have utilized this method of training. Your training team can quickly, easily, and directly train our staff on all of your product and procedural training. This method is also effective in combination with other training programs.
- Video-Conferencing – With the variety of Internet-based technologies available in the market, we can have your trainer train our staff through a remote live-training session. This avoids the travel to India and allows for a rapid virtual face-to-face experience.
A variety of training programs are available to suit your needs. With Mr. Schakowsky’s training experience, combined with the technology available, we can quickly, easily and effectively train your staff and start handling your calls successfully
On-Going Monitoring & Coaching
Once the calls are taking place, we deploy a dedicated staff that regularly monitors the quality of the calls and the performance metrics. The staff is a combination of the floor supervisors in the contact center itself and the training staff in the US. The floor supervisors go through the same product and company training as the call staff and keep the rest of the staff in line with our clients policies, procedures and call requirements. They also provide mentorship and assistance for any clarifications or additional training required by the call staff.The training team in the US communicates with the call staff in India on a regular basis – usually multiple times a week to ensure that the calls are being handled well. Regular mock and training calls are scheduled to keep the call quality high.
These processes are put in place to allow us to deliver the service levels we promise and buttress our confidence in our performance guarantees.
