You are the Training Manager
Customer service
One of the mainstays of measuring the training needs of staff is the use of a service known as the Mystery Shopper – An external company is employed to provide anonymous ‘mystery’ clients to pose as genuine customers using your companys products or services. The feedback provides a measure of your customer service. This service can be useful, but tends to be expensive and sporadic.
Using Call Recording + from ITC to monitor the quality of telephone call handling by your staff, you will be able to identify specific development areas for individuals and deploy appropriate training. This cost effective and targeted solution allows your company to provide excellent and ongoing training whilst maximising your training budget.
Recorded telephone calls for focused training
There is often a problem following training courses in a classroom environment where the individual finds it difficult to apply the training to the workplace and their role.
The use of recorded telephone calls can be used as part of classroom training. They demonstrate best practice effectively and can be directly related to the work place as they are ‘real’ customer calls and not hypothetical situations. This method of training can be extended by reviewing a selection of the individuals’ calls as part of an ongoing coaching programme.
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