Training for experienced agents.

[vijjukk]

We are setting up of an outbound call center,and are going with a ration of 60% experienced agents and 40% freshers I want to know what sought of training be given to the agents who are already having experience in the industry to enhance their skills further.

[InterActyve]

Here is a training plan, feel free to discuss it within your company or build on it if you find it sketchy.

1. New Hire Orientation - should include info about the company, management, HR policies and procedures, work culture, career management, values, vision & focus, various processes like admin etc, benefits.
2. Generic Call Center Training - Voice & Accent, Soft Skills, American Culture, Team work, Telemarketing or Collections (depending upon the campaign)

1. & 2. would consume approx 15 days.

3. Campaign specific training - focused totally on the campaign.

3. would consume approx. a week if you want the agents to be thoroughly trained.

The entire thing shoud be done even if you have trained agents since you want everyone in on cohesive umbrella.

If you need assistance with any of these, you may get in touch with us on interactyve@hotmail.com