Our Training
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Our Training
Our training program is an investment where we spend time and resources on an individual and turn them into high performing agents which can in turn help your businesses thrive. We have formulated a training program built on solid, thoughtful and practical training material which sets us apart from our competitors and makes us proud to be presenting it to our clients. We also welcome our clients to directly train our ChatPandas on every feature related to your products and services.
Our in-house training programs
Call centers are notorious for their high attrition rates and there may be an element of truth to that but at Chat Pandas, we believe we may have cracked the code. We have learned that mediocre training means high employee turnover and the implementation of a successful training program is a key to retain agents. Customer support representatives need to possess a number of skills from communication to sales, technical skills and empathy and unless an organization implements a thorough training program these individuals aren’t being utilized to the best of their ability. Agents who are trained well are loyal to their job, have increased productivity and bring higher ROI. Therefore, we designed a comprehensive and specialized training program specific to the needs of your business to make our ChatPandas serve your customers better.
Training by your experts
We welcome our clients to take part in our training process to familiarize our ChatPandas at the email help desk with your products and services. We believe that no one knows your business, your values and the way you want us to speak to your customers, so it is all the more important that you have an input in our training program. This also allows for a cooperation between our staff and your staff and they’ll be able to adopt your business values in a better way.
Simulation training strategy
A clear understanding of procedures is beneficial but the practice to implement it is crucial.
We believe that our agents should get a lot of practice in dealing with customers before they reach the floor so they are an expert and handle the toughest queries confidently. Our training program incorporates role plays, real life scenarios and simulations to empower our trainees with as much practical experience as possible. This is probably the most important aspect of our training program as case studies, excerpts from real customer interactions and simulations not only empower trainees to build better skills but this also provides a safe space for them to learn from their mistakes without a client having to bear the brunt of them. Our state-of-the-art hands on training methodology includes call recordings, mock practice sessions, video and audio tutorials and story-telling techniques to include practical experience for agents. We are proud of the fact that our training and development program is effective enough to be able to cultivate new habits and behaviors.
Customized training modules
Your business is unique, so why shouldn’t the training program be?
Our evaluation starts at the time of the hiring process as we assess individuals based on specific organizational knowledge and then determine which industry they are most suited for. After training our agents about basic call center techniques and etiquettes, we go one step further by training them specifically about the business of our clients. Our customized training curriculum helps them understand the important aspects of your business, how you want them to communicate with your customers and empowers employees with the skills they need to succeed in their new position. At the end of the training, we can guarantee that no one can tell that our agents have not been a part of your business.
On-the-job training system
Do you know the best training methodology for call centers? Don’t stop training.
The limitation of most training programs are when they are conducted for a specific time period only and then agents are left on their own. We consistently monitor performance of our new trainees, provide feedback so they can adjust their approach and continue to provide a learning experience even after the training period ends. We do not believe in one time, classroom style training programs as we believe that there is no cookie cutter recipe to training and learning should never stop. Agents must keep themselves abreast of technological innovations in CX and should learn customer behavioral psychology, sensibilities and preferences. A training ecosystem ensures that we provide our clients with impeccable customer experience. Excellent training only begins when it never has to end.
Incentives for employees
Workplace incentives are one thing no one will argue the effectiveness of. Our training program includes various levels of incentives where we include shout-outs for trainees who display increasing improvements during the training process. We believe that when employees are appreciated they make extra effort to improve accuracy and display higher customer service ratings. Recognition for a job well done encourages trainees to have a renewed enthusiasm for the role they are about to play, improve their performance and strive for excellence. We are proud of our agents who consistently raise their level of excellence and we make sure they know they are appreciated.
KPIs for training
We can only improve something when we measure it. We know that organizations struggle to develop and ROI model for training, therefore we have established key performance indicators for our training programs. An agent’s performance is directly proportional to how strong the training methodology is. We have set metrics and continuously review performance measurements like first contact resolution rate, quality, and customer satisfaction and training scores. Agents are trained to know their KPIs, assessing their performance based on those KPIs and how they relate to their skillsets. We instill the habit of routinely comparing KPIs to actions so they are empowered to independently assess their growth. We use call center metrics to track agent progress and see which individuals need improvement and train them accordingly.
Personal development
Our core values are ingrained in the principles which guide our actions and before training our agents any of the skill set, we constantly remind them that our core values form the basis of all of our actions. They are provided information about company’s culture, mission, core values, vision and are taught about their role in achieving our business goal together. Agents are prepared to interact with your customers in a manner that is consistent with your business values and they display an integrity which is consistent with ours.
Etiquette and soft skills training
People who work in an industry for a long time forget that the aspects of their job which are second nature to them aren’t inherent to everyone. This is why we have made sure soft skills and communication etiquette are taught to every trainee, which is the foundation good service is built on. Our training programs not only focuses on direct skills related to product knowledge but also on soft skills like communication, need for a cultural change within the service, incorporating leadership, management, supervision, accountability and personal responsibility. We teach our trainees the importance of clear communication, critical thinking, collaboration, emotional intelligence and how these skills speed up resolution time and helps getting to the crux of the problem.
Developing goals
Our training program includes clear attainable and measureable objectives which align with our business strategy. Our mission, goals and objectives are documented in our agent training with frequent coaching so the employees know what they are working towards and are more motivated to grow in their role. We have set different metrics like average wait time, resolution time, missed queries and have made sure our training equip them with the knowledge to achieve them effortlessly.
Motivational and engaging sessions
All work and no play results in dull agents.
At Chat Pandas, refresher and reinforcement sessions are conducted on regular basis to emphasize on day to day practices important for optimal performance on job. We use different activities, motivational sessions and methods to keep the sessions uplifting and appealing. We do not believe in merely teaching our employees, we believe in involving them and training sessions are the stepping stone of their continuous participation in the organization.
Managing escalations
We encourage team work, decision making and managing escalations in our training program. Our ChatPandas are taught the importance of hierarchy and handling ticket escalations so as to reduce waiting times and increase efficiency.