Training
It is our endeavor to foster a culture of continuous learning and growth. The skill set of our resources is a very important ingredient for world class customer support. Consequently, a lot of emphasis is paid on new inductees and ongoing training of our employees. There is a team of dedicated trainers at CYBERTRENDZ along with freelance consultants who impart training on various communication and soft skills.
The following are few of our generic training modules:
Contact Point induction training module
New inductees are put through an intensive training covering communication skills, customer service and software tools. The training is interactive and is a combination of classroom and floor training. We use audio-visual aids and have practice exercises and tests built into the curriculum. A separate module on security covers both data security and physical security. At this stage, the Staffs are also trained on the CRM software that they will need to use. Those Staffs who would be working on projects involving voice-based support would also go through a separate module.
Client specific product/Process training
Our collaborative product and Process training, run with our client's Expectations and Requirements. Our trainers, ensures that each of our Staffs is equipped with the same knowledge, understanding and skills, as one who joins our client. The duration of this training will depend on the complexity of the project and can be between 2-4 weeks. During the program design process, the planners evaluate a program's requirement for client training. The length and duration of the training varies upon the complexity of the process or product set, special offers, and customer needs. CYBERTRENDZ provides clients with a detailed outline of information they need to maintain training quality and consistency and ensure that all relevant issues are covered.
Training certification
At the end of the training, a CSR is tested before he/she is certified to go "live." Based on client requirements, this testing could be done internally or in conjunction with the client.
Ongoing certification and assurance of skill levels
We conduct refresher programs at regular intervals to keep our Staffs abreast of client requirements. Staffs are routinely tested to ensure that their skill sets match the demands of delivering superior performance. Contact Point strives to provide clients with the most knowledgeable and productive staff in the industry.
Our training teams meet with the General Mangers' of the Client Contact Teams' on a regular basis to stay abreast of changing needs and develop ongoing education and training programs.
These programs could be instructor-led and/or mentoring programs and include:
• Product and Process training
• Problem-identification and problem-solving skills
• Customer service skills
• Verbal and written communication skills
Since Staffs are dedicated to a project on a full time basis, they develop an in-depth understanding of the business. This enables the Staffs to move up the learning curve to handle Level 2 and Level 3 requests in a short period of time
