Before we commence hiring for your account, we gauge your business requirements and objectives that you wish to accomplish to decide upon the right skill set. Are you looking to reduce cost of operations or trying to increase revenue or both, and what’s more important to you? Is your focus to improve customer service? Are we recruiting to meet the demands of seasonal peaks or year-round? Having an understanding of these critical questions is the first step of hiring the right people who can deliver the results you expect.
We immerse ourselves in your brand completely to understand your brand identity, culture, values and the environment. How you communicate with your customers, what is unique about your brand, how your customers perceive it and why it appeals to your customers - we do whatever is required to comprehend each and every facet of your brand ourselves before we recruit and train our agents to be an extension of your team.
Training department, operations team and QA work together yet independently to conduct training that helps us maintain objectivity and integrity. Our Trainers, Project Managers and Quality Assurance Team all operate on the same floor as the agents so that they can guide, help and monitor the new agents in real time. We also make sure that our experienced and best performing agents work alongside the new agents, both to mentor them and to give regular feedback to the managers who can further help improve the new agent’s performance and confidence much faster.
We encourage our clients to actively participate in the training. Clients can interact with the agents and the trainers who will work on their account and conduct training over video conferencing, go to meeting and skype. Depending on the client, our trainers can prepare our own training curriculum and send them to you for your approval. Alternatively, we can directly work with the training material provided by you or it can be a combination of both.
All the Training materials for our clients, including the product or services manuals for all our clients, updates on procedures and policies, are stored in a centrally located knowledgebase that can be easily accessed via a web portal by our agents in real time anytime they need. The training material is regularly updated on an ongoing basis with the changing requirements of the client’s business and the retraining is conducted for all the agents working on that account.
We often send our trainers and operations team to the client’s site so that they can get first hand account of your culture, environment and how your operations are run. This also gives the trainers an opportunity to be directly trained by you and also observe how you train your in house team, allowing them to effectively mirror your training methods and create a true extension of your team.
Our training program also focuses on equipping agents with soft skills they need to effectively communicate with your customers. They learn about active listening techniques, barriers that prevent effective communication, how to make a good first impression, how to initiate a chat or call, wait and transfer procedures and chat/call courtesy and dealing with irate customers. Agents are made to refine their communication skills through exercises, role-plays and guided participant response materials. A thorough practice is give through exercises, role plays and guided participant materials.
A specialized sales training is imparted to sales agents wherein they are taught the essentials of successful cross selling and upselling. This sales focused training aims to give agents practice in opening the call/chat and building rapport with the customer, techniques to ask probing questions to better understand customer’s needs, skillfully matching customer needs with product benefits, gracefully and patiently handling customer resistance and closing methods.