Based on our more than 39 years of experience in customer service and ecommerce call center operation, we’ve developed a highly successful system for onboarding our representatives.
Each representative receives more than 160-hours of initial training. This includes two-weeks of in-class training and two-weeks of hands-on training in a nested environment. At the end of their initial training, they are tested and certified for each client before being released on their own. Every 90 days, reps receive a training refresher.
Speed Answer prepares a customized training program for each new client before reps begin taking calls. Typically, this training is broken down into the following training modules:
- Client or project overview
- Product or service information
- Dialogue plan and scripts
- Testing for product or service knowledge and client or project parameters
- Follow-up and feedback session
Training isn’t a one-time event. It’s an ongoing conversation among the representatives, our leadership, and client calibration. Our quality assurance process scores representative’s work and provides regular feedback. Refresher training includes key learnings from all reps’ interactions during the period.
Our system of training has proven highly successful for onboarding and servicing our clients with the integrity and quality they deserve.
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