A fundamental part of developing and implementing a successful customer focused solution is ensuring we have the right people to deliver excellence. Over the course of our experience, working with a variety of Clients, we have honed our ability to not only recruit, but train, coach and develop teams of customer experts, armed with the right attitude and skills to deliver a truly frictionless experience.
Our range of training techniques are used globally to provide our employees with the ability and confidence they need, which we enhance with knowledge from local experts to ensure each training solution is delivered with cultural relevance and understanding.
Discovery Learning; Percepta’s Global Training Solution
Our training solution, designed specifically for each of our Customer Relationship Centers, is Discovery Learning which at its core equips our people with not only the skills and expertise to manage customer concerns, but also the confidence to make decisions. This highly customized learning experience is designed to train new recruits as they enter the Center and to help our teams deliver continuous coaching and development of staff throughout their time with Percepta. Discovery Learning is broken down into three stages; customer research, simulated learning and feedback to close the loop.
From the outset, our employees are dealing with real customer situations. The research phase is important for the trainees to familiarize themselves with the customer concerns they will be managing in the Center before they deal with real customers. Listening to real calls, they work together to identify customer needs and rate their own confidence at being able to meet those needs. Through this process they also learn to identify the drivers of customer calls and again work in teams to determine the best course of action to resolve them. This level of understanding allows them to progress to the next stage – simulated learning.
This stage takes our trainee employees to the next level and allows them to apply the skills they have learned so far in a realistic contact center environment.
Classes are divided into two groups, with one group playing the role of the customer and the other group playing the role of the agent. Throughout this live call simulation, those playing the role of the customer evaluate the learners and provide objective feedback. This feedback is key to the learning process and allows our training team to evolve the complexity of the roleplay scenarios based on the performance of each trainee. This will prove invaluable when the trainees finally move to the operations floor and begin managing real customers.
This approach allows us to immediately identify agent proficiencies and challenges, whilst enabling early coaching opportunities as early as day one. In addition, agents will dramatically improve their speed to proficiency, strengthen their confidence and build upon their personal foundation for continuous improvement.
The agents will both receive and deliver feedback throughout the Discovery Learning process, but each trainee is given a dedicated session with our training team to discuss their progress, with a particular focus on asking “What do I need to work on to be more successful?”
At the heart of our Discovery Learning solution is the power to equip our employees with the right knowledge and skills to resolve customer concerns. But on top of this, our focus on ensuring our teams have the confidence to make the right decision for our Client’s customers means they are truly empowered to deliver excellence.
“Percepta colleagues work and deliver in an excellent manner!”
Volume Automotive Client, Germany