Objective:
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.
Approach:
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
Outcome:
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
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