Concierge level customer service starts here!
We treat your customers how you treat your customers.
Providing exceptional customer service starts with well-trained, confident customer service agents. Our experienced training staff prepares call center agents to support our clients by providing a comprehensive, brand-centric training that fully immerses agents into our client’s culture and service expectations.
While training timeframes vary by client, our training processes are comprehensive and utilize a variety of training methods. From classroom learning and hands-on observations to side by sides and one-on-one mentoring, our training curriculum is effective for all types of learners.
Initial training is instructor-led to ensure new customer service agents are learning from the best! Instructor-led courses are in a classroom setting where agents learn call center technologies and software, communication techniques including effective communication skills and active listening, upselling and cross-selling, and call handling techniques.
With the input and guidance of our clients and their program managers, Group O implements and designs high quality, client-centered training courses using Talent Learning Management System (LMS). Not only can we provide initial and ongoing training and education employing Talent LMS, we are able to track call center agent education progress to ensure they are keeping up to date on client service changes or updates.
Our training model includes a Nesting phase that gradually transitions new call center agents onto the call center floor. This involves 1-3 weeks of hands-on experience taking calls, in a production environment that is separate from the general call center to provide daily side-by-side coaching and mentoring that further develops newly learned processes and procedures. Once agents gain their confidence and demonstrate their knowledge, they are placed on the main call center floor.
Soft skill training is delivered monthly to all agents to ensure an elevated customer experience. Group O's Training staff stays in close contact with Operations and Client Services to ensure any updates to existing training or new information is delivered in the best format to all agents and other personnel supporting a client's programs.
Group O has a very through Quality Assurance program that monitors the effectiveness of all customer interactions. To ensure quality standards exceed expectations, quality assurance staff monitor both live and recorded calls. Calls are scored from beginning to end and agents are evaluated on greeting, disposition, problem-solving, closing, and other client-specific parameters. Agent scores are used in weekly coaching sessions that further develop customer service skills.
In addition, our Quality Assurance team conducts quarterly Quality monitoring workshops to align monitoring expectations and ensure scoring consistency.
To ensure that we are meeting our clients scoring expectations, we meet regularly with our clients to share our monitoring results. Not only do we go over key performance indicators, but also our clients are able to monitor calls, chats, or emails.