Strategic Call Center Training Consulting

Training Design

Our training design service offering focuses on designing and developing customized training programs for agents, contact center management staff, and coaches.

Our training design leverages adult-learning principles including simulated skill practices and role plays that integrate navigation with quality standards, soft-skills, and best practices. The result is faster learning curves, greater employee satisfaction, and reduced contact center turnover.

Our contact center consulting services and expertise include:

  • Conducting detailed training needs analyses.
  • Mapping and/or re-designing key contact center business processes that incorporate customer sat metrics and best practices.
  • Designing training materials and conducting Train-the-Trainer Programs to include:
    • Leader & Participant Guides.
    • Simulated skill practices and role plays.
    • Knowledge Proficiencies & Certification Programs.
    • Nesting requirements.
  • Defining skill requirements and new hire assessments.
  • Designing and developing the business requirements for customized training regions.
  • Designing and developing a customized curriculum for call/contact center supervisors and managers, including:
    • Contact center management basics
    • Reporting, Performance Management & KPI’s.
    • Service Excellence, QM & Customer Satisfaction.
    • Coaching, Mentoring & Employee Development.
  • Defining CoE’s (Centers of Excellence) responsibilities, roles, job descriptions for training staff.

To learn more, we invite you to call 1-800-281-1400 or email us at eservice@kramerandassociates.com.