Training
Train the Trainer
When you’re operating a multi-site, multi-vendor call center organization, consistent training becomes especially crucial. Even the most highly skilled customer service agents are effective only when properly educated about your company’s products, services, policies and processes.
CXO’s team has a deep functional knowledge of curriculum development and training, combined with years of experience training call center personnel. Because many of our staff once worked as agents or directors on the floor of a call center, they have first-hand perspective on how to develop and implement a training curriculum that gets agents knowledgeable, confident and productive in as little time as possible.
CXO will assist with curriculum development and “train the trainer” sessions so your agents and, ultimately, your customers, receive consistent information about your products and services. From new hire training to the launch of a new product or process, CXO is ready to partner with you to build a team of knowledgeable, highly effective agents.
- Collaboration with your product/service subject matter experts – Working in partnership with your team, we will identify training and curriculum development needs. This effort includes spotting knowledge gaps that can lead to longer call handle times and other obstacles to call center efficiency.
- Development of curriculum – A common curriculum for each call center and supplier is critical to developing a consistent customer experience. We understand adult learning techniques and we have expertise in online (Web) training materials, as well as more traditional formats.
- Train the trainer – Once training is developed, our experts will train your trainers so they are prepared to educate your agents. We will train your team to deliver the curriculum effectively, based on our knowledge of what works best in a call center environment.
Professional, Customized Training Solutions
CXO employ a time-tested, collaborative approach to designing and developing instruction that focuses on a call center agent’s learning and performance. Our instructional design capabilities include:
- Curriculum planning and assessment
- Instructional design and development
- Classroom, Web and blended delivery formats
- Maintenance, revision and duplication services