We design onsite everywhere programs that reinforce your company’s goals–improving phone sales performance, product knowledge, company policies, and your protocols for customer service interactions. Ongoing or as-needed, training sessions include basic telephone skills and etiquette, role-playing scenarios, positive reinforcement, problem-solving skills, effective listening techniques, and effective questioning skills.
Our professional trainers are experts in unlocking and maximizing the potential of your contact center agents or branch representatives. We work with you to identify problem areas, define needs, and determine the knowledge and skill gaps on your team. Utilizing this needs analysis, we create customized solutions to solve problems and fill the identified gaps. Our instructional design approach for training engages and motivates your team members through creative and interactive design emphasizing application and knowledge retention.
Training and coaching ensures consistency in company and product knowledge across your contact center team. When customers are transferred to different agents, this consistency is critical. Developing your agents’ tactical skills is just as important as their emotional intelligence. Both capabilities are fundamental to providing an exceptional customer experience.