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As above really. I am guessing that your induction training includes processes and procedures on the systems that you use as well as using the phone and customer service.

For a financial call centre I introduced an assessed role play using test accounts. They were assessed on the various aspects of the call including customer service and compliance. One assessor was in the room with them and oversaw the system and offer help if they go stuck, while the other was the customer on the phone to them who needed information and actions completed.

This method was able to let us see how they used the system and interacted with a customer and identify any risks or further development which was handed over to their manager.

To support them they then went into an Academy, where they were kept as a group and supported by a manager and 2 coaches (experienced staff) who could give them help and support. After 8 weeks they were then put into existing teams.

2 Responses

clive boorman says:

December 16, 2014 at 2:35 pm

a bit more info please

Hi elash coukld you be s bit more specific please; are the agents sales or service? Do they have to go through a data protection process? Do they have to demonstrate certain product or technical knowledge – what industry is it? If you could give a bit more context then hopefully someone in a similar industry may be able to provide what you are looking for.
Scott Cullen says:

December 16, 2014 at 5:02 pm

sign off

As above really. I am guessing that your induction training includes processes and procedures on the systems that you use as well as using the phone and customer service.

For a financial call centre I introduced an assessed role play using test accounts. They were assessed on the various aspects of the call including customer service and compliance. One assessor was in the room with them and oversaw the system and offer help if they go stuck, while the other was the customer on the phone to them who needed information and actions completed.

This method was able to let us see how they used the system and interacted with a customer and identify any risks or further development which was handed over to their manager.

To support them they then went into an Academy, where they were kept as a group and supported by a manager and 2 coaches (experienced staff) who could give them help and support. After 8 weeks they were then put into existing teams.