eTelecare invests significantly more in agent coaching than the competition. Emphasizing small teams, we don’t just teach agents to memorize scripts and pre-packaged rebuttals. We teach our agents how to relate to customers, discern their needs, and use our advanced knowledge base and consultative selling techniques to find solutions tailored to each customer. 

Our training covers all the bases. In the Philippines, we include pre-employment training, foundation training, sales, service, troubleshooting, and even accent training. In both the U.S. and Philippines, our classes also consist of client-specific training and ongoing enhancement training.

 

With dedicated training facilities in all sites, and scenarios designed to simulate real operations environments, we believe in learning by doing. Training scenarios are based on call types instead of content silos, ensuring that each new employee actually learns how to handle calls on a human level, rather than becoming a robotic script-reader. Plus, instead of being thrown into real calls right out of the classroom, trainees are first transitioned and coached by veteran agents while handling actual calls. Even after an agent has reached the production floor, we continue to provide weekly coaching and regular skills refresher courses.

 

eTelecare’s investment in training is matched by its focus on testing. An agent’s training is not considered complete until that agent passes tests run by our quality assurance department. The trainers are invested in how well their trainees do on these tests: trainers’ performance evaluations and bonuses are largely based on how well their students perform on the production floor for a prescribed period.

 

Our rigorous training and testing produce results on the operations floor. When comparing the average veteran with the average new hire, their call resolution, close, and quality rates are within 5% of each other. Now that’s training!