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Customer Service Training - The Interview and Beyond

Customer Service Training - The Interview and Beyond


What are the benefits of early assessment and training?
  • Reduced performance gaps between new hires and seasoned reps
  • Proven behavioral modification
  • Tracked and reliable performance gains
  • Stated business objectives supported by instruction

How are gaps in knowledge identified and tracked?
  • Record and measure skills and knowledge during the interview
  • Perform consistent pre and post-tests
  • Confirm knowledge acquisition and comprehension
  • Monitor for evidence of knowledge application
  • Conduct performance observation and coaching
  • Assess performance metrics and adjust to meet company goals

Overview/Description
This Business Impact explores the idea that training should begin at its earliest point in a CSA's professional lifecycle - the interview.

Target Audience
Call Center Supervisors and Managers, and Human Resources Personnel

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