Welcome to Working Solutions. We offer independent contractor, work-at-home opportunities for folks located in either the United States or Canada.
We do not accept applicants located outside of the United States and Canada.
When you envision training new hires in a contact center, you think about the first few hours being all about the basics. Typically the training goes over how to answer the phone, how to respond to a question, how to find FAQs. So how does that basic training differ from true knowledge transfer in a virtual call center environment?
The Working Solutions’ agents are experienced and do not require many of the basics. This saves time in teaching soft skills. By creating a strong profile of the ideal agent, including looking for emotional intelligence, we are able to jump into the more detailed and important aspects of knowledge transfer. Therefore, we only need to provide knowledge that is specific to a client’s engagement process.
Knowledge transfer is the meat of every training program. It is the steps, information and details needed to effectively interact with customers on every aspect of a client’s product or service. It is learning the expertise required to positively impact every customer interaction while improving the customer service satisfaction metrics.
Good knowledge transfer in a virtual call center requires multiple steps to be effective:
Basic training is important and should not be skipped over if needed. However, the real power of training lies in effective knowledge transfer ensuring agents assisting customers are well-versed in every aspect of a product or service. Coupled with the strong desire to assist customers, agents will be ready to take on any challenge given to them.