A First-Time Outsourcing Decision Pays Long-Term Dividends

The first thing we had to address was training. When service was exclusively internal, the client hired service personnel one at a time, and the company’s trainer worked side-by-side with new agents until they were ready to work solo. In a contact center environment, that approach is not feasible, so our training team worked on-site with the client to become immersed in the product lines and use that experience to create a mass instruction curriculum based on client protocols. We are also continually updating a knowledge base that agents can refer to as needed and add to as new information is discovered.

The nature of this client’s business was also a tailor-made opportunity for our proprietary introductory training program on how to create “wow” user moments that turn service into a retention strategy and revenue-generating arm. This training focuses on agents working as our clients’ brand ambassadors, beginning with the first touchpoint and addressing customers by name, establishing a conversation, and actively listening to what consumers say to understand their motivation for making contact.

This program puts a more significant premium on soft skills since there is no tech support component. The client’s vision of the customer management experience demands a high level of personal interaction. Agents have to be well-versed on the website, products, and systems, and also the brand itself. The training process is roughly two weeks, including classroom instruction and a nesting phase.