Training is such an important component of preparing atHome™ agents to not only accept transactions, but to empower them to provide service excellence. Understanding the nuances of the product or service, getting the details down before actually interacting with a customer and preparing to perform with excellence are all goals of a good training program. Yet once the training is completed, ensuring that quality continues is paramount.
That is where quality assurance comes in – listening to calls, reviewing emails, guiding and coaching atHome agents to perform at optimum levels and providing consistent feedback so the agents can thrive. That feedback is so important. It uncovers trends, allows for improvements to handling transactions, gives clients the ability to make adjustments to better support customers, and yet…too often the QA departments keep this information to themselves.
The truth is that quality and training must work together. Once that initial training is complete, quality must support the training to ensure high levels of customer interaction. Creating open lines of communication between quality and training creates a more positive environment for the agents and ensures that the customer service levels are always at their highest.
When you have taken the time to hire the best people, you owe it to them and your customers to give them the highest opportunity for success. Creating a streamlined approach that encompasses training and quality is the foundation for that success.
These tips will help you align quality and training so that atHome agents and customers benefit:
Training and Quality Assurance go together like a hand in a glove. By opening the lines of communication and having these two groups work in tandem, the agents have an opportunity to thrive! Happy agents mean happy customers!