Call center training ppt

Call center training ppt

• 1.
  Call Center ProcessTraining
• 2.
  Introduction and Icebreaker Setup Trainer Introduction Participant Introduction Ice Breaker
• 3.
  Expectation Mapping Trainee ExpectationsTrainer Expectations
• 4.
  Ground RULES Commitment towardswork No side conversations Open To learning Assessments Attendance Punctuality Attitude Participation Cell Phone Policy Leave Policy Cleanliness
• 5.
  Attendance No leave inTraining. 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 Peopleneed to be open to learning Those who have taken calls before need to help the new joinees.
• 7.
  Participation Is an essentialpart 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 tobe 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 Regularlyheld 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 Bythe 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 OutboundProcess 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 Day0 Outbound Product & Process Training Day 1 - 11 OJT (3 days) Day 12-14 Certification (2 days) Handover to OPS for Transition
• 13.
  Login – 4.5hrs 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