Empowerment
is key to call center efficiency,
team goal attainment and agents' peace
of mind.
A call center manager needs an effective
staff to run a tight ship. As the
examples of cruise company Royal Caribbean
and book wholesaler Baker & Taylor
show, choosing the right hiring and
training practices enable call centers
to prevent a torrent of turnover.
New technology has radically changed
most companies' methods for acquiring
and retaining customers. The contact
center's tools, mission, vision and
position in the corporate hierarchy
has evolved dramatically in a short
period of time. And centers will continue
to evolve, in both importance to the
organization, and sophistication in
their own infrastructure and people,
for the predictable future.
As centers have changed, so have the
profiles of the people needed to staff
them. We believe that today's contact
center professional must possess well-rounded
skills; must have high technical aptitudes;
and must combine those with that amorphous
"spirit of service" necessary to keeping
clients. He/she will also be higher
paid than his/her predecessors. And
it will take a much greater investment
of time, energy and resources to recruit,
train and retain him/her.
The staff at our Contact center staff
is well organized. They are motivated
to perform. Therefore, recruiting,
hiring, educating and retaining staff
of the highest caliber is one of the
top two challenges recognized and
faced by call center managers, worldwide,
including us. Therefore Cynosure provides
all representatives with extensive
training and certification programs
to ensure that our Clients receive
the highest quality results possible.
Cynosure uses a variety of methods
to train its' representatives including
group discussions, role playing, hands-on
computer training, tapes and video,
side-by-side monitoring, and classroom
workshops.
The
following are some of the training
programs Cynosure currently offers:
Induction
Company History, Policies and Procedures,
Workplace Harassment Awareness, Benefits,
Introductions, Office Tours
Soft Skill
Training
Communication Skills, Customer Service
Skills, Listening Skills, Telephone
Etiquette, Speech Recognition, Accent
Neutralization.
Product Certification
General Product Information, Target
Customer Criteria, Competition, Features,
Benefits, Testing
Sales Certification
Lead Development Skills, Selling Skills,
Testing
Market Research
Certification
Documentation Skill, Probing and Clarifying
Skills, Verbatim Skills.
Technical Certification
Script, Call Documentation Procedures,
Performance Goals, Quality Requirements,
Computer Training, CRM Training, Testing
Refresher Training
Written Comment Forms from Representatives,
Monitoring / Coaching, Team Meetings,
Refreshers, Refinement, Product Updates
and Knowledge Management.
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