The TeleDirect Training Technique

  

You already know about the software and technology that help make TeleDirect a successful call center. However, the real secret lies in how we train our wonderful Customer Service Representatives. 

We specialize in the Moment of Truth, the moment at which sales happen, and we have developed a fine-tuned training method to help our CSRs create them. Rather than simply training our employees when they begin work and hoping they remember the information forever, we make sure to keep a constant steam of communication going so that they retain the training information they need to do their jobs well.

Each CSR with TeleDirect has his or her own dashboard that shows current training issues and quizzes that need to be completed. A training center helps ensure that the trainer at a time like 1 p.m. has the same accountability as a trainer at 1 a.m., so that all of our representatives are getting exactly the same level of training.

Training issues can be added by any supervisor or manager. Minor problems, concerns or updates can be addressed using self-trainable platforms that representatives read on their own. Non self-trainable training issues though, such as more major concerns or brand new accounts, are usually addressed in a classroom environment. We make sure that before our representatives take one more call for your company, they have completed all of the training that has been allotted to them.

Since representatives are in charge of their own training databases, we need to be sure that they keep them up to date. Therefore, a large percentage of bonuses our representatives receive are based on how they manage their training databases. Since bonuses are a significant portion of our reps’ salaries, you can be sure that any issues you want attended to will not go unnoticed. 

Once a representative is trained, a log is created to record his or her progress. We also make sure there is a high retention rate with training issues through our online quizzes, which can be created by any supervisor or manager. Trainees must score at least 80 percent to pass the quiz, and they get three chances to pass. If they fail three times, they are locked out and have to meet with a supervisor or manager so they can learn why they failed and how they can improve.

This system has allowed TeleDirect Call Centers to maintain over 200 customer service representatives, while still keeping high standards of training and performance. Now that you know the TeleDirect Training Method, you can be sure that you are in good hands with our call center services!