Effective Training and Agent Certifications
GCS believes in the need for training, education and coaching throughout the life of a program to improve agent performance, increase user satisfaction and maintain a focus on constant improvement. It begins with initial training and is reinforced daily through formal education and individual coaching.
Training for each client is custom developed to meet the needs of the individual program but the material follows a structured process developed from our experiences. We work closely with the client to understand the current training materials available and adopt and modify as needed to fit our process.
GCS now provides on-line soft-skills training. See our demo here.
The initial GCS Education Program is divided into three (3) distinct sections for a new associate to GCS
- Orientation/Company Overview Training
- Client Specific Program Training
The training program’s effectiveness is measured in three major ways:
- Direct feedback from the representatives
- Independent Training Surveys of the training class once completed
- Calibration with the trainers themselves
The training style and methodology utilized at GCS is patterned to present the material, imbed learning, challenge the skill and then translate it into the daily activities of the agent. Our 5-Step approach of DELIVERY, LEARNING, THINKING, PRACTICE and DOING delivers training effectively meets all of the expectations of the client.
On-going education is provided through additional class-room time, self-directed using on-line modules and through our daily coaching provided by the Supervisor and Education Team. Our Quality Assurance Team plays a key role in identifying areas for improvement on a program wide and individual basis and assigning real-life examples for coaching.
SPECIALTY CERTIFICATIONS AND TRAINING
GCS can provide agents with specific certifications or training in areas such as insurance, tech support, healthcare, security and other requirements. Consult our team to determine the most cost effective way to staff for your needs.
Consider GCS for your Call Center and Business Processing Outsourced (BPO) needs. Send us your RFP or contact us to discuss your specific requirements.