Hosted Call Center Experience Heightened with Education and Training
April 09, 2012
The hosted call center is gaining significant traffic in the global community as companies recognize the financial value of running a call center operation without the cost and burden of the physical call center build out. When partnering with inContact organizations can also benefit from on-site training.
As captured in this inContact blog, the company provides on-site training and support for customers through its Education and Enablement Team. The primary responsibility placed on the Enablement Consultant is to ensure hosted call center customers are thoroughly prepared for success during the scheduled launch of any inContact products.
During the course of the on-site training and support, inContact consultants will spend two to three days evaluating the customers call center environment, provide training to all staff and even demonstrate tips and tricks on the use of the hosted call center solution. inContact also shares best practices based on its extensive experience in the industry.
The writer for this particular blog highlighted a personal experience in working with the consulting side of the business, spending the day with staff at a customer’s location. Users were taught how to use the new interface, providing answers to their questions and assisted in other training elements to be sure they were ready for the switch over to the hosted call center platform.
The anticipation and excitement were reported as palpable on the floor of the call center on the day of the launch. Before the first call came in, morning teams were eager and nervous. The first call arrived and an agent went “available”. Once this call was taken, others watching the brave colleague venture into the hosted call center platform use, the ease of use was observable and others jumped right in.
In the afternoon, trainers worked with Supervisors and Team Leaders, sharing ways to drive efficiency in reporting, the use of monitoring tools and suggested methods for optimizing their day-to-day operations. The interfaces were reported by all as easy to use and the system described as flexible. By the end of the day, supervisors were already contemplating the next feature they would “switch on” to use even more tools.
At the end of this story, the point is not just that inContact offers a user friendly approach to implementing the hosted call center. The company also pays attention to the needs of its customers and ensures the benefits the platform offers are never negated by difficult interfaces, complicated reporting tools or challenging integration. With a customer-first approach to implementation, the company is truly driving success.
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