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Process Training
Client Program Training
This is specific to client engagement and
the particular processes being transitioned or outsourced to
BPO VISTA.
Detailed documentations on the products
and processes are handed out to each agent before the start of
the training program. During training program every agent is
comprehensively trained & made aware of the clients business
process and expected deliverables. Detailed discussions are held
within the group to identify different ways of enhancing clients
business. The overall thrust is on offering excellent quality of
services, which must add to business enhancement.
Every customer support
executive goes through a rigorous training program before they
start providing support services. There are five main elements
to the training process.
General Induction & Basic Skills
Training
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Induction of values and vision of the company
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Guidelines to further develop verbal English
language skills
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Speed typing, through self-learning software
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Basic computer and Internet navigation skills
Customer Care Training
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Importance of customer care
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Telephone discipline and interaction
etiquette
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Conducting outbound and inbound campaign
sessions
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Developing verbal and sales communication
skills
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Exceptional customer care and building
customer loyalty
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Handling customer complaints
Accent & Cultural Training
Client Specific Training
Client specific training is provided either by
the clients trainers or by in-house trainers who have undergone
a train-the-trainer program. Such training includes:
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Clients industry overview.
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Clients products and services.
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Clients goals and key performance measurement
metrics.
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Key attributes of the clients business (e.g.
corporate style, company perception, competitive situation).
Personal Action Plan
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Working effectively and efficiently in teams.
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Build leadership skills.
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Tackle an existing difficulty.
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Implement a quality improvement initiative.
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Implement an operations improvement
initiative.
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