Lee Ann Hartung
Manager, Contact Center Training

Q.  What's the secret to great training?

A. I think there are two keys to providing the exceptional training TMP Direct is known for.  First, the CSRs must have the tools they need to deliver great service -- such as information databases and training facilities.  And second, I always remember that training classes are made up of individuals, and each individual has strengths and weaknesses.  We work with each individual one on one, making sure that each CSR is comfortable and well prepared.

Q. Are client companies involved in training?

A. Absolutely! TMP Direct encourages clients to assist in training for their products. Exposure to the clients’ products/services allows our CSRs to comprehend product attributes first-hand. Our agents are also a great wealth of information for our clients:  they interface on a daily basis with consumers, so their feedback is invaluable.

Q. How much training do TMP Direct representatives receive?

A. Approximately 100 hours per year, beginning with an intensive initial training period. Additional training sessions are held frequently to bring agents up-to-date on product changes, policy & procedures changes, client information requests, etc. Each agent also receives individual one-on-one training to discuss particular issues they may be experiencing.

Q. Is it a hard job to be a call center agent?

A. Yes! In my opinion, their job is the toughest in our business. Agents deal with multiple clients, multiple products, multiple databases of information, and a multitude of consumer attitudes -- all while providing accurate information in a very short period of time. That can all add up to a stressful environment for CSRs.

Q.  How did you get into this field?

A.  I have always worked in a customer service environment.  My husband and I owned a small country store for many years.  When I rejoined the workforce it was natural for me to want to work as a CSR.  I came up through the ranks at TMP Direct knowing the needs of customers and the needs of our CSRs — and knowing what I could do to satisfy both.

Q.  What changes have you seen in the 15 years you've been with TMP Direct?

A.  The most amazing thing is how much more knowledgeable callers are today, so they want to speak with knowledgeable CSRs.  The ease of getting information from so many sources makes people impatient when they can't get exactly what they want out of a call.  We live in an instant gratification era, and CSRs must be able to live up to that expectation.

Q.  What changes would you like to see?

A.  As more and more companies install automated call-handling systems, I find it humorous that so many websites have popped up that tell people how to circumvent the automated systems!  I think that's a sign that people want to speak with people, and maybe more companies should respect that.

Q.  If you could have any job, what would you do?

A.  I'd be a missionary — in a place where I could really make a difference in people's lives.

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