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Training puts your people
on the right course.
Our training program is conducted by MEC (Manipal
Education Consortium). Our training curriculums are
interactive and experiential. Training programs include
our company’s orientation, communication skills, sales and
service skills, program specific instruction, systems
training and process knowledge. Students are exposed to
“real-world” experiences throughout their training, giving
them the ability to practice maintaining a professional
and caring attitude with every customer.
The goal of our training program is to help people reach
our high standard for teleservice representatives (TSRs).
Our Quality Assurance Director, management teams and
entire branch management network all play a key role in
teaching and maintaining our values.
Our Training Programs
Training is an ongoing process and includes:
Initial Training:
Typically, initial training takes approximately five to
seven days and is designed to enhance both the
quantitative and qualitative aspects of the TSR's
performance. Structured training includes the following:
• Orientation on Manipal Informatics and our clients
• Telephone etiquette/presentation & conversational skills
• Work habits
• Systems training
• Listening skills
• Role playing
• Live calls
Client Training:
Our account management team trains TSRs to market or
service a company’s products or services in a
knowledgeable manner as an extension of your staff. Our
goal is for "our" people to become "your" people. Client
training includes:
• Orientation on the client’s company and philosophy
• Program overview
• Product/Service knowledge
• Client specific testing
Written exams are administered throughout initial training
and TSRs must score a minimum of 90% to continue the
course.
Upon completing initial training, each representative is
assigned to a supervisor and provided with regularly
scheduled training sessions to enhance his/her skills. The
live calls and performance of the TSRs are monitored very
closely each day during their first several weeks. Newly
acquired skills are practiced and refined in one-on-one
role-playing sessions with experienced trainers and
supervisors. Advanced concept training is introduced at
later stages of development to foster skill enhancement
and job satisfaction. Residual training, ongoing
evaluation and performance review help to ensure that TSRs
are continually challenged to exceed the goals that are
set for them.
We encourage clients to monitor customer calls either
remotely or on-site. The monitoring sessions can be
scheduled in advance or arranged on short/no notice.
We welcome and encourage client participation and
feedback. We conduct initial, residual, cross and update
sessions on a continuous basis. We work closely with
clients to ensure that TSRs are trained in a timely manner
and that the needs of the trainees are met. For instance,
we do not want to train too far in advance of the start
date.
Regardless of the method of training, we work with our
clients to provide the best overall training. The goal is
to deliver a successful program that results in the
highest level of satisfaction for their customers |
