Overview of Training Program for Active Reservations Call Center
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Overview of Training Program for Active Reservations Call Center
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Overview of Training Program for Active Reservations Call Center
- 2. 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.
- 3. 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
- 4. 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
- 5. Classroom & Side-by-Side Video Demo http://youtu.be/KnEPIFBhrbM
- 6. 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
- 7. 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
- 8. 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
- 9. 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
- 10. Questions
Hinweis der Redaktion
- If you are joining us via the Go To Meeting Link, you are muted during the presentation If you have a question, please use the questions panel. We’re monitoring those questions during the presentation and will respond to anything asked there.
- We looked at our training program this year with a desire to create a consistent, well-documented, comprehensive program that prepared our agents to better handle guests phone calls, emails and chats. The call center team has spent the last several months completely redesigning our training program for everything that we do. 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.
- Training Presentation Introduction and Process --- 2:30A large team worked on the project, including many of the front-line agents who helped with research and writing tasks. The primary management of the project fell to a smaller group:Our training leads: Sarah Lovett and Vanessa GonzalezOur training supervisor: Gabrielle ConleyOur training manager: Yesenia Constanzaand Our associate director: Tracy SalvadorWe first started out by breaking our training down into major components:General: everything the agent needs to know about being a crc agent, including department policies, customer service and sales skillsEach of the main product lines: Hornblower, Alcatraz, Alcatraz Excursions, Statue, Golden Gate Bridge, and soon Niagara FallsLead Agent Positions: Online, Tour/Travel and Training LeadsSupervisor: everything the supervisors need to know about running the department, including employment law, time and project management, coaching and mentoring, and technical skills related to supervising the phone systemOnce we determined the major components, we broke each of those down into their individual topics. Those topics were assigned out for research and writing. After review, formatting and editing, we had final versions of the training documentation.In addition to the written materials, we knew there were a few other pieces that we wanted to have. We created guides that our trainers and trainees to use during the training process. We also created computer-based training modules for many of the subject areas. We created training tests, with facilitator guides, that are designed to test retention of company and product information. Once we got the foundation of our program in place, we also determined what we would need to do to not only maintain our training materials, but regularly provide training refreshers and continuing education for the veteran agents.We have copies of our training plans, the tests with facilitator guides and some sample training materials for anyone who is interested in them.
- Training Plans --- 1:30At the beginning of training, the trainees are issued a training plan for the product they’ve been assigned. The training plan outlines each step of the training from beginning to end in segments by day. Each segment is allotted a specific amount of time as a guideline for the trainers to help them keep the pace of the training at a reasonable speed for the trainee. The segments include classroom training in the beginning, in which they go over product information and policies and procedures. This is augmented by the computer-based training modules, which are scheduled in a specific order to help with reinforcement and retention of information. The training day ends with the trainer quizzing the agents to test their retention. After a day or two of classroom training (depending on the product), the trainer switches to side-by-side training with the trainee on the phones. Each step of the side-by-side training is also carefully mapped out on the training plan. As each segment of the training is completed, both the trainer and the trainee sign off on the training plan to acknowledge that the information has been covered. After training is complete and before the trainee is tested, a manager reviews the training plan, confirms that everything was covered and signs off.
- Video Demo --- 7:30During classroom and side-by-side training, we are usually working with two to three agents per trainer. We’ve put together a video presentation to show you what those training sessions look like for the agent. Enjoy!
- CBT --- 18:00We use computer-based training modules to reinforce information shared with trainees, particularly product information. An example of some of our module topics include the histories of Alcatraz and the Statue of Liberty, attractions local to the areas in which we operate, overviews of the products we sell and their different ticketing options, accessibility of our vessels for all companies, and the history of Hornblower Cruises & Events. Here’s an example of what of our training modules.
- Testing and Training Matrix --- 1:00Each of our trainees are tested before being cleared to take phone calls – needing to achieve a minimum of 85% to be considered passing. They take a product information test and perform a test call with the supervisor or manager administering the test. Generally, our agents score between 92 and 98% on average when tested. If for any reason the agent does not receive a passing score, the agent goes through an additional week of training, in which we try to focus specifically on the areas the agent struggled with during testing. After that week of additional training, they are re-tested, which usually results in a passing score.The test scores, and the scores from the computer-based training modules are tracked in a training matrix, which we adapted from the one used by Alcatraz Cruises for their company-wide training. In our matrix, we also track which products they’ve been cleared to take calls on and which products they’ve personally experienced.
- Maintaining Training Documentation --- 1:30We will evaluate the training materials on a quarterly and annual basis.The training leads will keep a master binder of all printed training materials, and over the course of each quarter will notate any changes or insert new materials. At the end of each quarter, the training team will get together to review all proposed changes, and implement all approved changes into the manual. The training leads will then update the master documents and republish the materials.Annually starting in November and through early January, we will review the training plans, modules, tests and matrix to make sure that they are still up to date. Depending on the amount of revisions, particularly to the individual training modules, we will work during those two slow months to bring all of that information up to date in preparation for our Spring Training.All of our training materials are kept in Google Docs for ease of sharing and collaborating with the training team, and all final materials are posted to our special CRC training website on the Intraknot that everyone at Hornblower has access to through their Google accounts. Then by end of the second week of January, we will set the schedule for our Refresher training for our veteran agents.
- Continuing Education & Product Refreshers --- 2:30For the last several years, our new hire training process has been pretty clear and organized. However, in focusing primarily on new hires, we have neglected establishing a program of ongoing or continuing education for our veteran agents. In the past, the only additional training they received was when we introduce new products or services in the various ports, or reminders in department meetings, but we haven’t really revisited the core product information with them.So in revising our training program, we’ve created a process for annual refresher training for all our veteran staff. Each January through March, the veteran agents will go through classroom training for any products they’ve already been cleared to take calls on. The refresher training will revisit the details of our core products, and provide them an opportunity to ask questions or seek clarification on anything they may be struggling with. Each classroom session is two hours in length and consists of small groups of 4-8 agents. The Lead agents will also receive a refresher course on their specific duties, once a year, prior to peak season.Also, their computer-based module scores will be reset, and they will be required to take the modules again. Depending on the topic of the module, this will happen either every year, or every other year.Once a quarter, all agents will go through a two hour class on customer service and sales training techniques. The topics will vary by quarter and will focus on such things as closing the sale, overcoming objections and handling escalated calls.And we will be continuing our practice of mini-trainings, which are short 20-minute training sessions with small groups of agents to go over the details of new programs and services when they get introduced over the course of the year. In addition to the organized training program, we continually monitor agent interactions with guests through our quality assurance program. As we review and evaluate phone calls, emails and chat with guests, we are addressing any issues with individual agents in order to correct a problem or help them improve their skill in handling a particular type of guest situation. Coupled with the individual coaching, we provide them with monthly evaluations that go over all of their personal metrics including calls answered, revenue booked and quality scores on their calls. This monthly evaluation is a coaching and training opportunity for them to continually work on improving their performance in the call center.