Operator Training

We realize how important your calls are to you and your business. We carefully select our Customer Service Representatives (CSR’s) and convey to them the necessity to treat every call and caller as their own. We assist all our CSR’s to develop careers with Stenocall. Performance based incentives. Continual training and reviews are used to increase customer and caller satisfaction.

We recently completed a third training room, with the computer and projection equipment needed to display the script being taught, the client’s web site, or anything else required. Now, with two training rooms for the Call Center and one dedicated to the Answering Service, we can train even more CSR’s per day, even for two different call center clients simultaneously.

Here are some more specifics on the training program we have developed.

New Account Training

Train CSR's individually or in small groups

• Train the new account script and any changes to current account script
• Supply copies of FAQ’s to each CSR

Utilize any training material supplied by client

• Brochures, pamphlets, catalogs, samples, etc.

Practice calls

• By Supervisors, Trainers, National Accounts Representatives, & CSR’s

Client Test Calls

• Encouraged after training is complete
• Can identify needed script changes
• Please get the CSR’s name for future reference

Client On-Site Training Classes

• We welcome our clients to conduct training classes for our CSR’s and Trainers
• Best time for training classes is 2pm-6pm CST

Primary Training

Daily monitoring

• By Supervisors & Trainers
• Reviewed with CSR
• More details of our continuous Quality Control program

Recordings

• Bimonthly score submitted for the reward program by the Training Director
• Reviewed daily and weekly with CSR’s by Supervisors and Trainers

Additional Training Materials and Topics

• Quizzes, puzzles, etc. - usually done in a contest format for small prizes
• 5 Forbidden Phrases
• Curt and Courteous
• Hear a Smile

Screen cams

• We utilize software that records the video and audio of an actual operator call
• We record a library of these videos for each client, showing how things should be done
• Videos are available for review any time a CSR wants a refresher
• Also used for critiquing of how the call was handled

Retraining

Retraining per call monitor

• Review the call with the CSR.
• Have the CSR explain to us why the caller was calling -- to see if he/she was paying attention and listening to the caller. Did they understand the callers question or concern?
• Ask the CSR if they feel they handled the call correctly. How did the CSR actually handle it, and would he/she have handled it differently after listening to the call or the concern?
• Advise the CSR how the call should have been handled, and ensure the CSR knows where to find the resources/tools to help in any situation.

General Retraining

• Training sheet is done with the specifics on the new information, problem or concern that is occurring.
• Trainer will get with each CSR individually and in detail advises the CSR the information and where to locate it in their resources/tools.