Our frontline is the No 1 priority - Telnet - ContactCenterWorld.com Blog
Our Frontline is your Frontline. To deliver a consistently high value service, we put a lot of effort into making it as simple as possible for the Frontline to get it right, every time.
We start by making sure we get the right people. To do this we formed a specialist contact centre recruitment company, called CallCentre People. CallCentre People operates as a sister company to Telnet and they focus on recruiting people with the right attitude to succeed.
Next we make it easy for our staff to get it right when they are dealing with your customers. We achieve this by clever use of technology and a focus on knowledge management, which delivers all the information our staff needs in readily accessible form. Our systems enable our staff to solve customer queries quickly and accurately with fewer mistakes.
Lastly we have access to great training. Most of our training is done online using Litmos, an online training programme, which enables our staff to learn at their own pace. Litmos also enables us to monitor staff progress by using online testing tools. We find this training very efficient and effective. A critical part of our agent’s training is learning about your business. This not only gives them a sound understanding of your products and services but also of the culture of the company they represent. As a result our agents feel part of your business and take ownership for ensuring that your customers are treated as if they were our own.
Training is ongoing for our agents. Our agents are able to easily access training at any time. Our team leaders, and our quality team, consistently ensure we refresh and update our training and monitor and identify any team or individual training requirements.
We invest heavily in our people to progress them through the business, and we are lucky to employ some incredibly talented people. Moreover, a lot of our support and management staff started at Telnet as agents. Click here to meet some of our team.
Publish Date: November 7, 2013 5:00 AM
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