Our training program:

"Collaborative" best explains the first steps of TMP Direct's system for training CSRs.  You never lose control of what is being said to customers and prospects because we work with you to develop an online knowledgebase about your company, its products, services and policies.  These enable our CSRs to provide the appropriate assistance when taking calls and answering emails.  We also have you spend time in our co-op training sessions.  This gives CSRs hands-on experience with your products, making them even more knowledgeable about features and benefits.  

"Evolution" best explains the next phase.  We don't treat training as an event; we treat it as a process that is fine-tuned over time.  Call center representatives receive weekly feedback on how well they've handled calls.  "Well" is defined in part by a process we call "calibration," where we listen to calls with you to make sure that our evaluation matches yours.

Updates and skill development come next.  Every week we sit with our CSRs to review calls and coach performance — pointing out which aspects were handled well and which could use improvement.  In weekly group training sessions, we go over any script changes that may have occurred or new advertising that has been launched.  Plus, we work on honing CSR skills, such as practicing new techniques for handling angry callers or tips for helping them capture more marketing information from each caller.