After the three week training the trainees go to the nesting phase They are

After the three week training the trainees go to the

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be accessed, in order to assist the caller. After the three-week training, the trainees go to the “nesting” phase. They are grouped together in a pod so more experienced employees and team leads can help them become accustomed to the call flow and answering the questions of the callers. Once on the floor, there are modules that can be accessed to further an employee’s knowledge; this is self-paced and graded after each module. Mentors are also assigned for those needing extra help and/or those showing potential as a future team lead or higher tier employee. Regarding Service, Concentrix training department was rated a 5. All training is designed to better assist customers. Very little time is expended on procedures. Concentrix is highly customer oriented and has metrics it must achieve in the contracts with each company it serves. In the area of Expertise, Ms. Dale rated Concentrix a 4. All trainers worked from the ground up, answering calls and gaining knowledge of the higher tiers of service. Very rarely does Concentrix have to resort to outside vendors to provide training to employees. All questions are answered by the in-house trainers who can cite the appropriate resource materials. For the Contribution to the Business, Ms. Dale rated training a 3. After reflecting, she amended that rating to a 3, perhaps 4. The training department provides the knowledge the agents need in order to access the tool to better serve their customers. She referenced the high turnover; a new hire class of twenty-two has retention of four at the six-month mark. Her opinion was they hire those that have some customer service skills, an ability to type quickly and accurately, and have knowledge of computer use. The new hire class is cut to roughly half in the first two months. Additionally, not all newly appointed team leads have the necessary management skills to effectively assist their group with furthering their career. Ms. Dale touched briefly on an issue requiring change: new team lead abilities. The problem was identified and I would suggest implementing a short course on company expectations for their team leads. Providing a course on communication with employees, how the mentoring process
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  • Fall '17

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