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T-Manual
I see all my posts are going to the front of the discussion board. What can I say...its the day before Xmas and the phones are dead and no one really wants to be working!
Anyway, I am a trainer in a 45 seat call center that operates 24/7/365. We have about a 20% turn over rate and we handle inbound calls. My center is located in south Florida USA (yes, its sunny and 70 degrees today :). My co-worker and I just finished a complete revamp of our manual. We divided it up into 5 sections. IN NO PARTICULAR ORDER-
1. System Function (this explains how to use our customer database to locate accounts, note accounts, provide billing info, etc).
2. Email and Misc. (this explains how our email system works...the in's and out's of email, email etiquette, etc. and other secondary computer programs).
3. Call Handling (This section covers the different types of calls we receive, which VRU option the caller selected, what to do for specific problems that are typical of our customers, i.e. how to handle a call where a customer is due a non-cash credit...how to get it on the account, what to say; additionally call control, misrouted calls, etc).
4. Website content (In my particular case our firm handles calls for websites providing services...no physical goods...so this portion of our manual describes the website and our services. If this is not your area of business, then this could be substituted to describe and cover the product or service your firm is providing).
5. Assignments & Exercises (This section has assignments that we've created to go with each lesson. Note that it does not contain any testing material, just assignments).
The training program at my firm is 4 weeks of instruction and then to regular shifts (instruction includes classroom learning and hands on).
Hope this helps & Merry Christmas!
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