Training & Development

We have developed a training strategy that focuses on 3 pillars for agent training. Our pillars are developed from years of experience training and developing world-class contact center agents.

  • 1. Training Development:

    The basis for any successful contact center operation is the initial planning and development of a training strategy that incorporates varied learning styles and long-term performance metrics

    • Training Objectives and Analytics – Each client is different and it’s critical that key learning objectives, outcomes, and performance drivers are identified and incorporated into the initial startegy.
    • Trainer Development – Ensuring your training team stays ahead of the trends by attending workshops and maintaining certification status.
  • 2. Initial Training Delivery:

    Paying key attention to all the moving parts to ensure proper transfer of knowledge is achieved via:

    • Collaborative Design – We consistently engage our clients in the process for ongoing alignment of content, this ensure your content remain relevant.
    • Automation & Computer Based Training (CBT) – Ensuring that our facilitators have the ability to maintain a greater focus on customer handling skills
    • Simulation –Ensuring that examples of live cases are worked on within a controlled setting to improve faster skill development.
    • Certified Trainers – Ensuring that training is delivered by facilitators with updated certifications.
    • Peer Mentoring – Ensuring your teams have the right environment to flourish by having a formal process for on the job knowledge transfer.
  • 3. Ongoing Training:

    • Performance Support Tools – The combination of written, virtual and or in-person expertise allows agents to quickly reference important business processes and policy and procedure information.
    • Gamification – Keeping it fun is always engaging and rewarding at the same time. It builds morale and also results in happier employees and customers.

We learn extensively during training and reinforce it with on the job learning. It’s important to embrace training as a continuous process that’s welcomed in your organizations culture. Connecting the dots for creating success and helping others to be the best they can be remains at the core of what we do when we train.