“I see the return on investment coming at several levels. Our line supervisors reported rapid drops in escalated calls after we implemented the call center training programs. Scores on key customer survey questions showed improvement, especially among call centers with less experienced reps. And our turnover costs have been significantly reduced, mainly because the simulations in these programs give our new hires such a clear picture of what it takes to succeed in this job. And, the most important return is that we are seeing more complimentary letters from our customers and service representatives that are more satisfied with their jobs.”
Senior Director | Call Center | Insurance Company
Consider these important statistics from a recent call center research report:
Accordingly, the focus for a call center executive is to determine how to approach the delivery of services in the call center so the customer experience is positive and the customer has no desire to stray toward the competition. As a leader, ask yourself the following key questions.
Our proven call center training solutions ensure that your call center is structured to capitalize on your organization’s brand promise by aligning your call center’s people and processes. This alignment provides a solid foundation for your call center to thrive and become an integral part of your organization’s overall customer service, brand, and loyalty promise.
2. Coaching & Mentoring Programs
8. Measurement
10. Call Calibration
11. Career Pathing
12. Certification
To speak with an LSA Global Expert to learn how our call center training solutions have helped leading organizations succeed, please contact us for more information.
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