It is the call center agents that ultimately get in touch with the customers. An agent becomes the face of the company while they are on call with a customer. Hence it is of great importance that agents are taught and trained well prior to making their first call on the product or service. We at Call2Customer (an outsourced call center in India) have formed an operations team that finalizes a database about the clientele’s products and services so that the customer relationship management team handles the queries and issues on their own without having to look up to the supervisors.
Expert guides train our agents well before they take up their jobs. The agents are also updated and trained on the basis of customer feedback and customer satisfaction surveys. We also take inputs from our clients in case of special requirements to design a specific training manual for the ease our agents.
Our agents are trained extensively to have excellent communication, interpersonal and technical skills. Each customer care representative gets feedback based on his performance periodically.