Training modules and techniques for both the UK and domestic markets have been developed and implemented. The combined training facilities have a maximum capacity of 70 agents seated at any time. Classes are typically kept to 20 agents to ensure the effectiveness of the trainer.
The training division has acquired strong resource skills to unlock key performance drivers.
Rewardsco Contact Centre's training and development programme is designed to deliver training methodologies, which improve performance, skills and knowledge to meet learning outcomes as well as organisational business objectives. Training assists in the development of new skills and provides an overall knowledge which helps meet the organisations performance and productivity standards.
Traditional education is integrated with new and innovative learning methodologies in order to create a simplistic understanding of overall individual performance requirements. There are 3 different phase that a new learner journeys through before competencies are met.
Phase 1:
A learning questionnaire is answered to profile our learners. This phase is used to establish any learner difficulties and identify skills gaps. Training is designed around the learner profiles in order to ensure that all learning gaps and barriers are met.
Phase 2:
Learners within the inbound environment are given soft skills learning and assessed after the learning is complete. Learners with learning difficulties are coached and are given one to one training and coaching. Once the learner has met the competency level required by them has met the service delivery standard the learner moves into the next phase of training.
Phase 3:
Learners are trained on the product and systems required to fulfil job requirements. There are stages within these phases to ensure thorough understanding and application of required skills to fulfil the job function efficiently. Product knowledge facilitation is followed by product knowledge assessment. Systems knowledge facilitation is followed by system assessment and the final stage is the integration i.e. the application of soft skills, product and systems within a testing environment. Simulations are conducted as a final assessment of agents’ competencies. Our competency standards are set at a 90% achieved before an agent is afforded the opportunity to provide a service to our clients.
Ongoing training and coaching is conducted regularly and is initiated by the line manager after regular performance management reviews are conducted. Ongoing training are also conducted upon request from the campaign and programme owners.
Whiteboards are used to teach theoretical material using analogies and demonstrations
Flip Chart allows for the use of sketches, diagrams, and physical demonstrations to present information. Projector videos and visual aids are included in training.
Air-conditioned rooms are comfortable providing class time for students to think about the material being presented i.e. reflective learning as well as conduct observation to attain knowledge just from watching
Rewardsco Contact Centre has sourced certified training providers to conduct and assess industry specific sales standards, methodologies and techniques for outbound campaigns. This skill will most naturally be absorbed in-house over time.
Proposals have been reviewed to train agents in:
- Understanding the UK culture i.e. (Understand the history and geography of the UK. Identify the differences in government, economy, population, labour and education between the UK and SA.
- Adapting the South African accent to become more neutral. i.e. (Pronunciation and Vocalization. Understanding some common UK terms or expressions. Understand the 10 core UK values, accent neutralisation)
- Development programmes in place to up skill in-bound agents, outbound agents, senior consultants, administrators and team leaders.
