Overview of Training Program for Active Reservations Call Center

50 %
50 %
Information about Overview of Training Program for Active Reservations Call Center
Business & Mgmt

Published on February 22, 2014

Author: LarisaThomas

Source: slideshare.net

Description

Overview of Training Program for Active Reservations Call Center

Central Reservations Training Presentation January 2013

Our Goals We had some specific goals in mind while working on our program:  Update all training material to current content.  Create a consistent look and feel to the training documentation, and develop a format that is organized and easy to maintain.  Create a program that is easily expandable due to company growth.  Create a program that addresses the training needs of veteran agents.  Better incorporate sales and customer service training into the program.

Introduction Goal: Create a program that is easy to expand, addresses the needs of veteran agents, and incorporates sales and customer service • Outlined major components of training required • Rewrote and updated all written materials • Filled in the gaps by addressing refresher training

Training Plans Goal: Create a consistent look and feel and develop a format that is organized and easy to maintain • Every trainee issued a training plan • Plan outlines each step of the process • Plans are signed off by the trainee, trainer, and a manager

Classroom & Side-by-Side Video Demo  http://youtu.be/KnEPIFBhrbM

Computer Based Training Modules Goal: Create a program that is easy to expand, addresses the needs of veteran agents, and incorporates sales and customer service • Computer based training reinforces information • Computer training focuses primarily on product

Testing and Training Matrix Goal: Develop a format that is organized and easy to maintain, and that is easy to expand • Trainees tested before being cleared to take calls • Test scores are tracked on the training matrix

Maintaining Training Documentation Goal: Create a consistent look and feel and develop a format that is organized and easy to maintain • Written materials reviewed an updated quarterly • Training plans, modules, t ests and matrix updated annually in preparation for Spring Training

Continuing Education and Product Refreshers Create a Goal: program that is easy to expand, addresses the needs of veteran agents, and incorporates sales and customer service • Introducing a refresher and continuing education program • Jan-Mar refresher training by product • Quarterly soft skill sales and customer service training

Questions

Add a comment

Related presentations

Related pages

Call Center Manager Certification Training - CCCM - RCCSP

Attend the most popular management certification program in the call center ... Call Center Manager Certification training course ... Reservation ...
Read more

ACTIVE Net ® is Recreation Management Software

Recreation management software from ACTIVE Network solves this dilemma. ... field reservations, ... « Back to Recreation Management Software Overview.
Read more

Hotel Training.com - HotelTraining.com - Interactive ...

Hotel mystery shopping and hotel training is ... Franchise Call Center; Voice Reservation ... is an all inclusive reservation sales agent training program.
Read more

Active Network, LLC

ACTIVE Network is the technology leader in activity & participant management ... Solutions Overview; ACTIVE Works ... Developer Center ; Affiliate Program ;
Read more

Overview of call center software - SearchCRM

Overview of call center software. In this call center software guide, review options including quality monitoring (QM), Voice over Internet Protocol ...
Read more

Training the Trainer Course: Valuable Training for ...

Training the trainer courses give you the ... Silberman’s book Active Training: ... may call the Members Only Reservations Line at 1-800 ...
Read more

TRAINING | Training Center | Rigzone

RIGZONE Training Center ... This course provides an overview of key ... the Wild Well University Well Control Training Program delivers action ...
Read more

How to develop a Training Program - BrianMac Sports Coach

How to develop a Training Program. ... medium, hard) and the fourth week comprises of active recovery and tests to monitor training progress.
Read more

Microsoft Volume Licensing Service Center Training and ...

Licensing Programs Overview; ... Microsoft Volume Licensing Service Center training and ... that you are working on has active Software Assurance ...
Read more