Training in a 24/7 Environment

Hopefully, if you’ve worked with us in the past, you know that the customer service representatives (CSRs) at TeleDirect Call Centers provide great customer service. And that’s no accident. In fact, while we hire people who clearly have a desire to help people and who can pleasantly answer calls, the real secret to the success of our call center is the ongoing training we provide.

Because TeleDirect does not believe in giving our employees only a week to learn their jobs, our CSRs are constantly learning and improving in order to provide you with the most outstanding service they can.

All of the customer service representatives at TeleDirect are set up with their own personal dashboard. This area presents them with any training “quizzes” that need to be completed, or training issues that must be taken care of. The dashboard also features a training center, which is put into place to make sure that every CSR is held to the same level of accountability.

Any supervisor or manager can change or update training issues or tasks. If any problems or updates arise, they can be addressed with self-trainable methods. The representatives read through these on their own, although there are no self-trainable issues that must be addressed in a classroom environment. Regardless of the type of issue, we make sure to emphasize the importance of completing the training. Not a single CSR will be answering calls without having completed all of their training items that have been allotted to them.

Our representatives are entrusted with keeping up their own training databases, but we do make sure they stay up to date. A significant portion of the bonuses our CSRs earn are based on how well they keep up their databases.

When representatives finish their training issues, their progress is logged and they are able to return to work. Our quizzes are specifically tailored to ensure high retention rates, and trainees must score at least 80% to pass the quiz. Should they fail three times, they must meet with a supervisor or manager to discuss why they failed and what they can do to improve.

These training methods allow TeleDirect Call Centers’ CSRs to offer you the highest level of customer service possible. You can be sure that our employees at our call center are constantly learning and improving, with the goal of doing great things for our clients’ businesses!