Empathy and Soft Skills are the fundamental building blocks of excellent customer service. Providing a baseline of how to’s is a great way to set expectations for all agents in your center. Online training is a great way to deliver a consistent program for all your employees - new and not so new.
We developed our online program Say THIS. Not that. Most of the time.™, to let agents and contact center teams see and practice delivering quality customer service. The training combines video, worksheets, and assessments in an engaging format. It lets agents experience different customer contact scenarios – both positive encounters and difficult situations – and teaches them skills to use every day.
On-site training is also an important part of successful training programs or to kick off new initiatives or programs. Use our seasoned trainers to present Customer Service training in a fun and interactive way.
We use engaging “real-life” stories and multimedia resources to explain and illustrate concepts, plus your agents will have the chance to have a hands-on experience demonstrating what they have learned. The lessons are further ingrained with energetic discussions, Q&As, and activities. Let us help your team set achievable performance goals going forward.
Training can make a real difference in the number of meaningful interactions your company has with its customers.
One of our clients is a college with multiple campuses. In total, they serve over 100,000 students every year. They needed help with:
- recruiting and hiring agents
- agent training
- managing their workflow
- assessing their performance.
The College first contacted us to evaluate its operations, develop a new strategy, and create an implementation plan that would get them there. After reviewing our plan, they considered proposals from different agencies. It was an
We made improvements:
- increasing the number of customer contact channels
- adding self-service IVR
- reorganized the contact center
- retrained each employee.
Instead of being grouped by department, we created teams based on functional expertise. We trained them on how to deliver the type of quality customer support we are known for. Thanks to our efforts, the number of meaning interactions through that contact center increased by 30%. The number of applications to the College went up and so did the number of people who enrolled. Retention went up as well – all because we had the right agents, with the right training, in the right place.
