Call Centre Training
Call centre training can be a bit of a problem child for trainers, so Day One’s effective training tools can help them to improve the learning programmes they deliver to up-skill contact centre staff or train newbies.
Most of our elearning packages are based on the idea of offering training that more closely mirrors the tasks customer service staff perform in the real world. This includes our Comsplay paired learning, which is perfect for call centre training. With Comsplay, we can put trainees into an ultra-realistic advisor/customer situation, to practice a range of scenarios; from bread and butter tasks to more complex and problematic ones. These scenarios are all tailored to the commercial needs of the client’s business to ensure staff are as prepared for their job as they can be.
Trainers can even jump into Comsplay mode to pose as virtual customers and assess staff directly.
Case study: See how our system simulations for Lloyds Bank / HBOS enabled fast and effective training in new call centre and customer services processes following their merger.