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Practices » Process Training

Client Program Training
This is specific to client engagement and the particular processes being transitioned or outsourced to Ramshyam. Detailed documentations on the products and processes are handed out to each agent before the start of the training program. During training program every agent is comprehensively trained & made aware of the clients business process and expected deliverables. Detailed discussions are held within the group to identify different ways of enhancing clients business. The overall thrust is on offering excellent quality of services, which must add to business enhancement.

Every customer support executive goes through a rigorous training program before they start providing support services. There are five main elements to the training process.

General Induction & Basic Skills Training

Induction of values and vision of the company

Guidelines to further develop verbal English language skills

Speed typing, through self-learning software

Basic computer and Internet navigation skills

Customer Care Training

Importance of customer care

Telephone discipline and interaction etiquette

Conducting outbound and inbound campaign sessions

Developing verbal and sales communication skills

Exceptional customer care and building customer loyalty

Handling customer complaints

Accent & Cultural Training

Understand international accents.

Voice labs to improve voice quality, clarity and diction.

Build better articulation.

Understand cultural issues pertaining to clients customers.

Client Specific Training
Client specific training is provided either by the clients trainers or by in-house trainers who have undergone a train-the-trainer program. Such training includes:

Clients industry overview.

Clients products and services.

Clients goals and key performance measurement metrics.

Key attributes of the clients business (e.g. corporate style, company perception, competitive situation).

Personal Action Plan

Working effectively and efficiently in teams.

Build leadership skills.

Tackle an existing difficulty.

Implement a quality improvement initiative.

Implement an operations improvement initiative.

Customer Benefits

Human Resource

Methodology

Operational Practices

Quality Assurance

Process Training

Value Proposition

Client Testimonials

Our revenue for the past quarter has increased 31% y-o-y. Half of this increase is because your men have converted more enquiries into sales than we have ever done before. At the same time, you have reduced our costs of handling these enquiry calls. We're enjoying a double advantage, thanks to your efficient services.

CEO,
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