This Presentation describes the process flow of training of a call center.It enlists all the essentials of Process Training .

1. Call Center Process Training

2. Introduction and Icebreaker
Set up
Trainer Introduction
Participant Introduction
Ice Breaker

3. Expectation Mapping
Trainee Expectations Trainer Expectations

4. Ground RULES
Commitment towards work
No side conversations
Open To learning
Assessments
Attendance
Punctuality
Attitude
Participation
Cell Phone Policy
Leave Policy
Cleanliness

5. Attendance
No leave in Training.
Has to be proven by a swipe card and a finger print
after you are given your id cards, then there is
a temp card.
Not swiping can result in being marked absent for
that particular day.

6. Open to learning
People need to be open to learning
Those who have taken calls before need to
help the new joinees.

7. Participation
Is an essential part of Training
Each one of you has to participate in the
Training.
This is one of the most important
parameters you would be scored on.

8. Are supposed to be switched OFF during Training.
Any cell phone user violating this policy could be
fined
Must not be used while passing through the floor
Cell Phone Policy

9. .
Another important parameter
Regularly held pre / during / post Training
Necessary to meet the required targets to clear Training
Someone who does not achieve the target, does not
clear training and does not get certified.
Assessments

10. Process Training Objective
By the end of the training you will be able to :
Gain an insight on the Outbound Process.
Make Outbound calls as per the defined guidelines.
Display a “Glad I Could Help” Attitude during every Customer
Interaction.
Ensure Customer Delight on every call.

11. Module Outline Preview
Outbound Process Training (OPT)
Outbound Process Training (OPT)
Product training
Package overview
Technical troubleshooting
Company Terminology
System training
Webserver overview
Customer Service orientation
Quality Parameters
What it takes to succeed on the floor ?

12. Training Key Milestones
Induction
Day 0
Outbound
Product &
Process
Training
Day 1 - 11
OJT
(3 days)
Day 12-14
Certification
(2 days)
Handover to
OPS for
Transition

13. Login – 4.5 hrs
Calls – 25 calls per day (Step
up Target)
Quality – 80% and above
Hold – Not more than 51
seconds
Targets
OJT Targets
Login – 5.5 hrs
Calls – 30 calls per day
Quality – 80% and above
Hold – Not more than 51 seconds
Certification Targets

14. Thank you