Call Center Employment Training

At Crusecom, we recognize that the first step in any quality assurance process should be an acute focus on delivering comprehensive training to all new employees. Each client presents specific needs, and customer service representatives need to fully understand those needs and how to satisfy them. Working to increase employee retention rates and providing clients with the best possible call handling solutions, our team is constantly training, monitoring, coaching and improving.

At our inbound call centers, Bellaire & Oscoda Michigan, new customer service representatives are given two weeks of training that embraces modern teaching styles to incorporate visual and auditory techniques. Instruction begins with a highly skilled team of trainers reviewing basic concepts that will help each customer service representative become successful. As the week continues, our new hires are exposed to the more complex aspects of their job responsibilities.

Beginning with the second week of new hire training, our trainees are put, one on one, into a production environment – referred to as the “nesting” phase — with a highly skilled instructor in both an active and passive role.  During passive nesting, our trainees are given the opportunity to listen in on a live production call, taking key points from their personal instructor on proper call handling procedures. Trainees are given the opportunity to connect the concepts learned in the classroom environment to their application and seek clarification as they go.

During the second half of the “nesting” phase trainees are put into an active nesting role, where they handle live production environment calls with an instructor available for assistance if needed. Throughout this call handling training process, customer service representatives are given the tools necessary to fully understand client needs, their role in the call center and become confident in their new skills.

 

Our Call Center Monitoring and Coaching Solutions

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