Provide Innovative Orientation and Training Programs to Continuously Improve Call Center Performance

Practices in this document include: Aligning availability of internal positions with rep development to attract high-value employees and reduce turnover. Providing thorough initial training for customer service representatives. Cross training call center reps to allow greatest flexibility in customer accommodation. Utilizing corporate educational programs for rep training to enhance CSR effectiveness and increase productivity. Employing continuous training of CSRs to increase productivity and reduce turnover. Constructing active learning environments to train call center reps and increase training retention.

Industries Profiled:
Manufacturing; Technology


Companies Profiled:
Sanford; Fellowes; Quality Park; Hunt; A.T. Cross; At-A-Glance; Xerox; Quartet Manufacturing

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