How we train our agents

Each member of our Customer Experience team is focused on delivering positive outcomes for customers and partners. To support this, the team is backed by a comprehensive, custom training program. At a high level, this includes:

New hire training

Induction (Week 1-2)

• Orientation including company overview, industry compliance and tools
• Compliance training such as data security and cybersecurity
• Process training supported with online courses and in-person training
• Soft skills such as call control and dispute resolution

Nesting (Weeks 3-6)

• Knowledge application through live interactions
• Quality monitoring audits with feedback provided throughout
• Identify knowledge gaps and address with coaching and supplemental training
• ‘On the job’ training supported by a structured schedule
• Transition to independent handling of accounts once nesting is passed

Refresher training

This includes:

• Opportunities identified through quality monitoring.
• Processes, tools or policies that have been updated
• Exploration of rare and uncommon scenarios

Knowledge checks

• Weekly knowledge checks to test on recent updates
• Monthly knowledge checks focused on emerging opportunities
• Quarterly knowledge checks for infrequent scenarios

Quality assurance

• Thorough agent QA scorecard addressing key behaviours with communications scored weekly
• Individual feedback and coaching provided in weekly 1:1s
• Weekly leadership meetings to review coaching, performance and trends