Before the phone ever rings, we believe in taking the time to make sure our representatives are ready to provide the highest level of service to your customers. A dedicated trainer will be utilized to thoroughly educate the agents on all facets of your program. Our training staff has an average tenure of nine years here at The Jay Group. We involve our clients in the initial training session of our quality assurance and supervisory staff to leverage your experience and knowledge of the program.
Our training team would then take on the responsibility of training our CSR staff. We refer to this practice as “Training the Trainer”. Further training includes classroom sessions and hands-on product training. The Jay Group training manuals are well-documented and customized for each client’s application and product(s). We can utilize any existing training material and custom tailor it for the customer service environment. The documentation for each and every program is always at arm’s reach for our CSR’s through our online knowledge base.
Even after the calls start coming in, we maintain a continuous training and quality assurance program. Monitoring sessions and CSR development are integrated with ongoing training sessions. Training is focused on reinforcing positive behavior and developing skills sets to strengthen areas that require further development. Our agents are regularly evaluated for both program knowledge and overall customer service skills. Coaching is provided to continuously improve the performance of our agents. Through our integrated skill-set routing, we can ensure that agents who excel at specific areas and functions are the first to receive those calls.
Our clients have an active role in our monitoring process. We have the ability to schedule joint monitoring sessions where calls can be graded collectively, or we can provide recordings for you to monitor at your leisure. These sessions are a valuable tool for gaining insight into your customer service channels and hearing “the voice of the customer”. Additionally, all agent evaluations are stored in our reporting database. Using this information, we can generate text and graphical reports indicating the overall performance of agents within the Contact Center. This reporting package is a valuable tool in uncovering training deficiencies and trends within the business unit, and to assist in recommending improvements.