ustomer Focus is a leading Call Center training company used by world-class Call Centers at IBM.com, Dell, Verizon Wireless, BMW Financial Services, The Psychological Corporation, and other world-class Care Centers to build inbound Call Center best-practices, phone skill, guidelines, sales, and procedures.

Our Delighting Customers Call Center (DCCC) phone training program is an intensive one-day facilitator-led program delivered at your locations. It provides all your inbound Care Center, Help Desk, and phone sales agent professionals with the best-practices, skill sets, and techniques used by world-class client Care Centers to maximize productivity and quality.

Customization of call center training needs
At O2I, our goal-directed call center training is developed only after close interaction with the client. We analyze the client’s training needs, key performance indicators and SLAs agreed upon, and conceive training modules that are tailor-made to suit customer requirements. Transparency in the call center training process allows clients to participate in the training and certification procedure and to provide relevant feedback.

Supervisor Training
Supervisors play a key role in maximizing the team's performance. Specialized training is provided to agent supervisors in areas such as goal-setting, team-building, leadership, conflict management, providing feedback, motivation, managing customer complaints, stress management, coaching and counseling, and sales management. At O2I, supervisor training programs focus on culture sensitization, and provide tools and techniques to recognize positive contributions of employees towards achieving goals of the organization.

Transition Process

ur objectives during the transition process are to ensure that the agents meet target SLAs by the end of 3 weeks.

Week 1: Agents take live calls for 50% of the day, while 50% of the time is spent in training / feedback. Escalations are handled by the Team Coach and agents learn by observation.

Week 2: The agents are prepared to take live calls for 75% of the day. 25% of the time is spent in training and feedback. Escalations are handled by the Team Coach.

Week 3: Agents continue to take live calls for 75% of the day, with training/feedback for 25% of the day. Escalations are handled by the Team Coach

Call Center Sales Training
Sales communication is the key to call center sales, carried out largely through oral and written communication. The sales manager lets his sales people know what they are expected to achieve, how they are performing, how they can improve and perform better. The manager also keeps them informed of what is happening in the company- to the products, production, distribution, promotion and profitability. In turn, a salesperson keeps the sales manager informed of what is happening in the market, and how the sales and the marketing programs of the firm are progressing. Communication in the sales field is far more complex than in other fields because supervision by the boss is limited.

Call Center Dashboard
A call center is one of the most common places where a digital dashboard is used in order to keep track of and analyze the massive amounts of data that is generated. Call centers have some very set parameters such as tracking the number of calls received, put on hold and escalated and another tab which tabulates the skillset of the call center employees in terms of performance and skill level. In addition to these factors we have the details about the workforce and a fourth tab which deals with training and development. These tabs are best illustrated using flash based charts which allow for maximum customization.