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SMB : Service
Features > Training
TRAINING
24-7 INtouch consists of hardworking employees that make every effort
to ensure customers and clients are content with their services. When
our frontline staff feels confident and happy in their work environment,
it translates into better customer service for your callers. 24-7
INtouch uses extensive hiring and training processes to ensure the best
people are brought onto each project.
Hiring
24-7 INtouch employs a rigorous selection process for all employees. The
first interview round is a phone interview where applicants are
initially judged on communication skills, phone presence, and if he or
she meets the basic requirements for the outlined job. If successful,
the applicant will be asked to come in for a face-to-face interview.
During this phase, they are tested for:
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Face-to-face Interview Process |
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Vocal and written
grammar skills |
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Sales and
customer service skills |
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Internet proficiency and basic computer skills |
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Keyboarding and
spelling |
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Interpersonal skills and personality traits such as friendliness
and
professionalism
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Applicants are also assessed on behavioral tendencies within various
situations. For example, candidates may be measured by: their ability to
work on a team and/or individually; how well they can deal with problems
or issues; how well they can manage emotions during stressful periods,
and; their ability to take initiative during busy times. If an applicant
is successful in all interview stages, reference checks are made before
a position is ever offered.
New Hire Training
The objective of 24-7 INtouch’s new hire training is to set the
foundation for success. All new agents must go through a one-week paid
training course in our modern training center, which addresses various
topics such as:
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One-week Training Course: |
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Company history
and background |
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24-7 INtouch
quality standards and monitoring procedures |
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How to use proprietary Merlin Agent Interface™ |
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Basic customer
service and sales skills (how to deal with irate
customers, how to ask closed questions, etc.) |
During the training period, agents use roll playing techniques and
practice on test accounts to ensure they know how to accurately navigate
the Merlin Agent Interface. Once successful in the initial training
process, agents are moved onto the contact center floor. Agent
monitoring and coaching are practiced daily and ongoing training is
always available.
To learn more about our Training practices contact us at 1.800.530.1121
today. |
