Stenocall

Operator Training

We realize how important your calls are to you and your business. We carefully select our Customer Service Representatives (CSRs) and convey to them the necessity to treat every call and caller as their own. We assist all our CSRs to develop careers with Stenocall. Specially designed performance-based incentives, with continual training and reviews, are used to increase customer and caller satisfaction.

We recently completed a third training room, with the computer and projection equipment needed to display the script being taught, the client’s web site, or anything else required. Now, with two training rooms for the Call Center plus another dedicated to the Answering Service, we can train even more CSRs per day, even for two different call center clients simultaneously.

Here are some more specifics on the training program we have developed.

New Account Training

CSRs are trained individually or in small groups

  • We thoroughly familiarize CSRs with the new account script
  • Individual attention enhances the learning process
  • We supply copies of FAQs (Frequently Asked Questions) to each CSR. This is one of the most important functions the CSR provides to the caller. The FAQ list is included in the script and displays on the CSR's screen. The list can be easily updated when needed.

We utilize any special training material supplied by client

  • Brochures, pamphlets, catalogs, samples, etc.
  • This is just another way we customize the training to your needs.

We conduct practice calls

  • Calls can be made by Supervisors, Trainers, Client Representatives, and other CSRs

Clienta conduct test calls

  • We encourage you to make test calls after training is complete
  • Besides giving the CSRs even more experience, this process can help identify any needed script changes
  • When you make test calls, please note the CSR's name for future reference

Clients direct training classes at our site

  • We welcome clients to conduct personal training classes for our CSRs and Trainers, right in our training rooms
  • The best time for training classes is 2pm-6pm

More Aspects of Primary Training

Daily monitoring

Recordings

  • Calls are recorded and they have many uses, including training
  • They are reviewed daily and weekly with CSRs by Supervisors and Trainers
  • Bimonthly CSR scores are submitted for the reward program by the Training Director

Additional training materials and topics discussed

  • Quizzes, puzzles, etc. - these are usually done in a contest format for small prizes
  • "5 Forbidden Phrases" - cautions the CSR on things never to say
  • "Curt and Courteous" - contrasts the right and wrong tone and manner of a caller interaction
  • Hear a Smile - emphasizes the caller can hear the difference when the CSR is smiling

Screen cams

  • We utilize software that records the video and audio of an actual operator call
  • We record a library of these videos for each client, showing how things should be done
  • Videos are available for review any time a CSR wants a refresher
  • Also used for critiquing of how the call was handled

Retraining

Retraining by a call monitor

  • In the event of a concern with a call, a qualified Call Monitor reviews the call with the CSR.
  • We have the CSR explain why the caller was calling -- to see if he/she was paying attention and listening to the caller. Did the CSR understand the caller's question or concern?
  • We ask the CSR if they feel they handled the call correctly. How did the CSR actually handle it, and would he/she have handled it differently after listening to the call or the concern?
  • We advise the CSR how the call should have been handled, and ensure the CSR knows where to find the resources/tools to help in any situation.

General retraining

  • Any time there is new information, a problem, or a concern that is occurring, a training sheet is prepared with all the specifics.
  • A trainer will speak with each CSR individually, and in detail advise the CSR the information and where to locate it in their resources/tools.

Photos

Training Room

Training

Stenocall