Leaps and Bounds

Induction

Outstanding contact centre induction

We have pioneered the development of outstanding contact centre induction programmes. The programmes build a very strong bond between new starters and the business and ensure that they are ready to perform as soon as they take live calls. The design of a relevant, practical and fun programme really helps with this aim and it is the mastery of the top 10 enquiries that enables staff to be business ready at the end of induction.

Our research suggests that there are three critical areas in successful inductions:

• Style of Training – to encourage investigative skills that enable staff to keep up to date in their industry, their processes and the service they provide to their customers
• Focus of management – to ensure that new starters are welcomed and helped to make an early contribution
• Upskilling the Internal Training Team to be role models for critical successful behaviours

Download a copy of our ezine report: The Key to Contact Centre Induction

Or call us on 01634 883324 to find out more about our research into successful induction.