Basic training program

[priitpiile]

Hi,

I have been charged a task to compile a basic level training program for CC newcomers (inbound/customer service).
It should cover generics for people that have no experience in call center environment.
It is meant to be a pre-sessions before introducing successful graduates to enterprise specifics.

To avoid inventing bicycle -
could you pleas share your experience, what topics should be covered in such program
or suggest a source for some insights.

many thanks,

Priit

[csteven]

Priit,

Go heavy on Products, Promotions, Price, Places to buy, & Faults. I work in a telco & it takes 4 weeks to get our guys feeling semi-confident.

Hopefully you have systems to support a reference type library that they can search for the necessary info. Or, at least simple job aids. I'd also suggest a daily online newspaper, message board that updates them on any new things coming out, problems, products, etc.

Steve