Channelplay Case Study

Classroom Training For Customer Care Executives


To give an excellent after-sales-service experience to its customers, our client identified the need of a training and development program for their customer care center executives so that they could exhibit best soft skills and technical expertise while dealing with walk-in customers. The objective of this training program was to have a well-trained service force which could ensure positive engagement with consumers and avoid any service failures.


Success of the training was dependent on how relevant content could be developed, and delivering it in an effective manner. Key activities during execution involved:

  • Deployment of a team of experienced and qualified subject matter experts for both technical and soft skill trainings
  • Preparation of engaging content and a comprehensive training calendar in close coordination with the client
  • Conducting regular training sessions across the country
  • Tracking progress of executive’s skill levels and modifying the program suitably


We successfully delivered the training program leading to significant improvement in skill levels of the care center executives. Key highlights:

  • 800+ trainees went through the training and development program every month
  • 9 soft skill and technical skill trainers travelled across the country to cover 40+ cities
  • Comprehensive process design for both training content development and training delivery

Topics: Field Force Training