Our training program is a vital key to our success!
Complete Call Solutions has an extensive training program that is highly interactive and adapted to each individual by assessing their demonstrated skills. Each agent is put through “basic training” to ensure they have a complete understanding of CCS’s expectations. There is also a custom test put together by the training department that specifically covers your account information.
They must pass each level of training by scoring 92% or higher on each test. This ensures they are qualified to support our clients and represent Complete Call Solutions. CCS provides a “train the trainer” solution and then trains all CSR’s in a class-room and in a one-on-one environment. The training can be provided onsite or via remote web conferencing. We take the training off your hands, by providing full documentation, recordings, videos, manuals, and keeping knowledge base articles current and accurate.
Learn About our Basic Training
- Introduction to CCS and review of company policies, procedures, and goals
- Introduction to peers, management, escalation process, and systems training
- Work management training includes stress control, multitasking, and quality control during high volume
- Communications training includes listening, written, and oral exercises
- Email and chat training
- How coaching and team building are keys to success
- Upselling and cross-selling techniques
- Shadow training and role playing
About Account Training
- Introduction to client(s) and review of their company policies, procedures, and goals
- Introduction to client(s) services, products, and escalation procedures
- CCS client support training which includes live shadow training, live mentoring, and coaching on real client interactions
- Overview and questions