Call center training must be precisely focused to create call centers that consistently operate at peak performance and don’t require extensive ongoing training. Customer Solutions Group (CSG) has a unique call center training methodology based on over 300 client engagements and successfully managing our own and our client’s call centers since 1993.
“Standard” call center training programs impart knowledge about the company, its products, computer system, telephone system, and policies as distinct information modules. These distinct information modules are then combined in exercises comprising 10 -15% of class time.
By contrast CSG training programs dedicate 40 – 60% of class time to practical exercises. This is accomplished by organizing the class primarily around modes of functionality and specific scenarios such as helping a caller determine which product to buy or upgrade. Our call center trainers provide extensive practice on the actual activities that generate sales and good service.
CSG training is often shorter than standard training and gets call center representatives producing quickly.
Contact us now to see how CSG can make a difference in improving your closing ratios. |
