Call center training ppt
- 1. Call Center Process Training
- 2. Introduction and Icebreaker Set up Trainer Introduction Participant Introduction Ice Breaker
- 3. Expectation Mapping Trainee Expectations Trainer Expectations
- 4. Ground RULES Commitment towards work No side conversations Open To learning Assessments Attendance Punctuality Attitude Participation Cell Phone Policy Leave Policy Cleanliness
- 5. Attendance No leave in Training. Has to be proven by a swipe card and a finger print after you are given your id cards, then there is a temp card. Not swiping can result in being marked absent for that particular day.
- 6. Open to learning People need to be open to learning Those who have taken calls before need to help the new joinees.
- 7. Participation Is an essential part of Training Each one of you has to participate in the Training. This is one of the most important parameters you would be scored on.
- 8. Are supposed to be switched OFF during Training. Any cell phone user violating this policy could be fined Must not be used while passing through the floor Cell Phone Policy
- 9. . Another important parameter Regularly held pre / during / post Training Necessary to meet the required targets to clear Training Someone who does not achieve the target, does not clear training and does not get certified. Assessments
- 10. Process Training Objective By the end of the training you will be able to : Gain an insight on the Outbound Process. Make Outbound calls as per the defined guidelines. Display a “Glad I Could Help” Attitude during every Customer Interaction. Ensure Customer Delight on every call.
- 11. Module Outline Preview Outbound Process Training (OPT) Outbound Process Training (OPT) Product training Package overview Technical troubleshooting Company Terminology System training Webserver overview Customer Service orientation Quality Parameters What it takes to succeed on the floor ?
- 12. Training Key Milestones Induction Day 0 Outbound Product & Process Training Day 1 - 11 OJT (3 days) Day 12-14 Certification (2 days) Handover to OPS for Transition
- 13. Login – 4.5 hrs Calls – 25 calls per day (Step up Target) Quality – 80% and above Hold – Not more than 51 seconds Targets OJT Targets Login – 5.5 hrs Calls – 30 calls per day Quality – 80% and above Hold – Not more than 51 seconds Certification Targets
- 14. Thank you