Training & Development

The high quality of our agents and their phone handling skills are proven results of the 24-7 Intouch Agent Training Program. In a two-tiered system, each member of our team is hired for specific skill sets and qualifications, and then given the tools needed to succeed in meeting their personal goals, along with our  company and client goals.

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 state-of-the-art, in-house training center, where they learn:
  • 24-7 Intouch history and background
  • 24-7 Intouch quality standards and monitoring procedures
  • How to use our proprietary 24-7 Intouch Merlin Agent InterfaceTM, designed to successfully navigate through each account and resolve calls quickly and effectively, decreasing talk and handle times
  • Customer service and sales skills (how to deal with irate customers, how to ask closed questions, etc.), and how they apply in a call center environment.
During this training, agents will role-play and practice on test accounts to ensure they know how to efficiently navigate our system.

Continual Development

Agent monitoring and coaching are practiced on a daily basis. Training is always available to improve individual agent performance and address any needs that arise. Strengthening skill sets promotes dedication leading to internal leadership, career opportunity and growth.

For more information on the development and monitoring of agent performance and skill, please refer to our Quality Assurance section.

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Resources

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