In-depth training of our staff is vital to the success of the calls they initiate or answer. Our agents must appear as a seamless extension of a client’s business; our operations must support our client’s values and image, as well as demonstrate expert knowledge of the products or services that we are representing. Within these parameters, we also encourage the ‘personal touch’ in every phone conversation.
Close liaison is vital. Great care is taken to understand the basic skill set, induction training and basic product training required by our operators; script design and associated training are thoroughly researched before implementation.
Staff requirements are profiled and personnel selected, with new recruitment if necessary. We have separate teams to deal with inbound and outbound calls, selected on their personal attributes and strengths. A small number of our most skilled staff are ‘call-blenders’, working effectively in inbound and outbound mode.
Our Sales/Product Trainer delivers bespoke training to the selected personnel in our Training Centre. Operators are tested practically at each stage, until fluent in the detailed procedures to be followed.
When services come online, Team Leaders monitor performance, and feedback is given at the time and then more formally, each day; staff likewise report any difficulties. Our systems guarantee that under-performing agents are quickly given the additional support required. Team Leaders are also closely monitored and supported. There are formal three-monthly appraisals, so that Availacall personnel all work with appropriate targets to ensure that service delivery is of the right quality.
When new staff are engaged, the induction is thorough and demanding. It covers the full range of knowledge and skills required to work as an Availacall agent, and much of it is hands-on. Assessment is made throughout, then formally at the end of the induction period. |
